California Proactive Dealer Experience Specialist

California Proactive Dealer Experience Specialist

At Percepta, we bring first-class service across each market we support. As a Proactive Dealer Experience Specialist in Houston, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The California Proactive Dealer Experience Specialist will work with California customers and dealers to earn and retain their loyalty by showing the appropriate empathy and resolving their concern in the fastest and most pleasant means possible. The California Proactive Dealer Experience Specialist will resolve a range of concerns by carefully listening to the customer and/or dealer and leveraging skills learned during training combined with knowledge base tools to ensure customer and/or dealer questions are answered and that they have a positive view of our client’s Brand throughout the case management process.

In this role, the California Proactive Dealer Experience Specialist is the single point of contact for the California customer and/or dealer, taking both initial inbound calls and managing those related cases. They will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible and are empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.

The California Proactive Dealer Experience Specialist may receive general inquiry calls, which they will attempt to address or warm transfer to a CXS – Inquiry Agent as needed. Customer interaction will be accomplished through a combination of inbound and outbound phone, email, SMS messaging, and other correspondence. They are responsible for meeting expected customer service levels and achieving objectives relative to their after-call and after-case customer survey scores.

During a Typical Day, You’ll

Responsibilities

Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction

• Responsible for handling inbound emails and calls from Dealers and/or Customers seeking assistance which may result in opening new cases

• Handle inbound/outbound calls, emails, SMS, and webform requests with professionalism, empathy, and efficiency.
• Actively listen and guide interactions to achieve timely, effective outcomes while maintaining control of the conversation.
• Document all interactions accurately in CRM systems; maintain timelines, commitments, and next steps.
• Return emails and voicemails promptly; follow up with customers and dealers as promised.

Resolution & Escalation

• Use customer satisfaction tools (Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payments, Maintenance Plans) within delegated authority; escalate for leadership approval when necessary.

• Develop repair or financial assistance plans collaboratively with dealers; ensure clear documentation and case progression.
• Tenaciously track parts delays—escalate, monitor, and resolve to minimize downtime.
• Assist dealerships with warranty/ESB claims and technical assistance requests; confirm resolution and close the loop.

EV Product & Program Expertise

• Serve as a resource for EV product knowledge, including battery health, charging options, range, maintenance, and telematics.
• Guide customers through California-specific incentives, rebates, and compliance requirements.
• Support dealers with RAV uploads, ESP requests, and EV-specific service plans.

Technical Troubleshooting & IT Support

• Troubleshoot technical issues with home and public charging systems.
• Assist electricians with installation, setup, and intelligent backup power for home charging stations.
• Provide mobile troubleshooting support and layout guidance for EV-related systems.
• Manage IT escalation tickets related to Automotive App issues, public charging, home charging, and adapters.
• Submit Return Manufacturer Authorizations (RMAs) for home charging units and adapters.

Technical & Administrative Skills

• Proficient in MS Office, CRM systems (e.g., Microsoft Dynamics), and multi-screen navigation.
• Skilled in typing and capturing…