Advanced Guides

Job Description - Advanced Guides (04F2X)

Advanced Guides (04F2X)

US-MI-Dearborn

At Percepta, we bring first-class service across each market we support. As a Senior Ford App Specialist in Allen Park, Michigan
, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

The Senior Ford App Specialist builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. Senior Ford App Specialist will teach and guide guests and members through this savvy and innovative technological experience. Senior Ford App Specialist will act as an SME and assist other Ford App Customer Experience Specialists as needed.

Member interaction, first and foremost, is to provide an exceptional experience for members to build a strong loyalty to the program. Senior Ford App Specialist will be focused on building relationships with their members and providing an outstanding experience where members are delighted.

Assist with daily and monthly AAF content updates

• Assist with daily and monthly data pulls/reporting
• Monitor the agent knowledgebase application (AAF) for changes to content and suggest enhancements as applicable
• As needed, monitor real time adherence; ensure the guides are properly supporting the requested service level
• Handle supervisor cases/calls as appropriate
• Provide an exceptional client experience in every interaction.
• Provide insightful advice and direct support to members in need. Diagnoses of issues and provide resolution with teaching and guidance.
• Partners with legacy App owners for troubleshooting and resolution.
• Handles escalated issues and complex inquiries from the Guides. Problem solves with ease and provides swift resolution.
• Mentoring Guides as a subject matter expert allowing for development and team building among the group. Continuous refocus of teams to provide a quality experience for each member.
• Research and resolves billing or payment issues. Owns the member experience from the very beginning to the end. Making decisions on whether to escalation or how to address member issues so they are delighted and eager to continue to utilize the program.
• Identifies and presents out of the box ideas and changes to Leaders through key metrics, including member and employee feedback to ensure this program is second to none.

Systems Support

• Collaborate with multiple IT teams in the development of new system enhancements.
• Perform user acceptance testing of system enhancements.
• Respond to inquiries regarding system errors, functionality, and enhancements.
• Propose new enhancements based on observations, and experience with the applicable processes.

• High School Diploma required. Associates Degree or bachelor’s degree preferred.
• Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.
• 1 to 3 years of experience in an in-person or retail customer relation experience preferred

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

• A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.
• Exceptional customer service
• Automotive…