Dealer Experience Specialist; Hybrid

At Percepta, we bring first‑class service across each market we support. As a Dealer Customer Experience Specialist in Dearborn, MI you’ll be a part of creating and delivering amazing customer experiences.

The FSR+ Program Headquarters (PHQ) Dealer Support Specialist is responsible for driving the successful launch and optimization of the Ford | Lincoln Service Reservation+ online service scheduling tool with Ford and Lincoln dealerships. This role blends proactive outbound dealership engagement to schedule FSR+ product launches with reactive inbound support to resolve complex inquiries and elevate technical concerns, ensuring accurate and timely resolution for Dealers and Field Personnel.

• Proactively engage with dealerships through outbound calls to assess launch feasibility, coordinate timing, and support the implementation and ongoing adoption of FSR+/LSR+.
• Demonstrate a deep understanding of FSR+ product features and clearly articulate benefits to diverse audiences, driving dealer acceptance and engagement.
• Expertly resolve complex inbound inquiries and escalations from dealerships and Field FSR+ Installation coaches regarding product functionality, operational challenges, technical issues, and logistical coordination.
• Serve as the primary point of contact (POC) and subject‑matter expert (SME) for dealers and Field FSR+ Installation coaches, including review, triage, and timely response to escalated inquiries about the GuestXP legacy scheduling tool and FSR+/LSR+.
• Conduct thorough review and triage of inquiries, maneuvering through various digital channels to accurately process escalated inquiries for Dealer/Field.
• Document status of all interactions, issues, resolutions, and follow‑up requirements, ensuring data accuracy and comprehensive case management.
• Collaborate effectively with Ford Product Managers, Ford Business Owners, vendors, and internal support groups to escalate unresolved issues, share dealer feedback, and drive continuous program and product enhancements.
• Determine best practices to resolve common escalation trends and improve customer experience.
• Act as SME and POC for Dealers and Field Personnel on both program and product inquiries.
• Develop and maintain professional relationships with Ford Business Owners, vendors, and support groups.
• Serve as a role model in professionalism, accuracy, dependability, and timeliness while adhering to all Percepta initiatives and policies.
• Field ad hoc requests for assistance from the Ford Program team.

• High School diploma required
• Associate’s degree or 2+ years of college preferred

• 2 or more years’ experience in a contact center (preferred)
• Experience with dealership operations and/or automotive (required)
• Experience with dealer service department processes is a significant plus

• Expert problem solving: investigate and resolve complex issues using sound judgement.
• Technical proficiency: computer navigation, typing skills, and ability to run multiple Windows applications simultaneously.
• Professionalism, confidence, and a positive attitude.
• Proactive and driven: initiative, persistence, and self‑motivation to identify opportunities and execute solutions independently.
• Effective communication: ability to interact with customers, managers, and co‑workers; participate in meetings with upper management.
• Strong oral and written communication; good presentation skills.
• Critical and analytical thinking, time management, organizational and problem‑solving skills.
• Organizational and multi‑tasking: prioritize effectively in a fast‑paced, high‑volume environment.
• Results‑oriented: enthusiastic, committed to achieving program goals and enhancing dealership performance.
• Good attendance and punctuality.
• Ability to handle objections and rebuttals while adjusting to customer concerns.
• Persuasive communication and salesmanship: effectively sell the benefits of FSR+ to dealerships.
• Self‑prospecting for new opportunities.

• Employees within 45 miles of Allen Park Operations Center must work hybrid (minimum 3–4 days onsite).
• Must be able to work remotely (minimum 1 day per week).