Dealership Warranty Advocate

Overview

Job Description - Dealership Warranty Advocate (0482S) – US-MI Dearborn

Dealership Warranty Advocate

At Percepta, we bring first-class service across each market we support. As a Dealership Warranty Advocate (
100% Work from home
), 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 Dealership Warranty Advocate is responsible for investigating and resolving warranty inquiries and responding to questions/concerns regarding warranty claim submission in a professional and timely manner. This role communicates with client management, the Warranty Administration Team, Dealerships, and Regional Personnel via phone and written communication. The Dealership Warranty Advocate is also responsible for learning the full warranty suite of applications/publications and is expected to achieve customer service levels and business performance goals.

• Investigate and resolve Dealerships’ warranty issues in a timely and professional manner by communicating with the appropriate teams from the Dealerships, client management, regional staff, and other entities to obtain the necessary information to successfully resolve the issues.
• Document each contact in the appropriate system and create/maintain all contact communications.
• Utilize Automotive Warranty systems for claims review and processing.
• Analyze trends in contact data and other internal data that indicate repetitive Dealership concerns and identify opportunities for improvements. Develop these opportunities into action/implementation plans for management and work with the appropriate Automotive Client and Dealerships teams to reduce Dealership pain points.
• Provide feedback on improvement implementation plans to the client and Percepta management teams.
• Continuously learn and improve program knowledge including the warranty suite of applications/publications, system knowledge enhancing Dealership satisfaction, and service levels.
• Partner with Global Warranty Administrator and Warranty Escalation Analysts on claims analysis audits, OWS escalations ensuring advocacy for Dealerships, metrics tracking and validation, and training initiatives.
• Ensure adherence to the client’s record retention policy.
• Work on activities and/or projects as requested by management.

• High School diploma required;
  College Degree preferred
• 3-5 years of experience required in one of or a combination of the following areas:
  • Dealership Warranty Administration (preferably at a major automotive Dealership), or
  • Warranty-related or Recall-related work at an OEM, or
  • Service Technician experience (preferably at a major automotive Dealership)

• Pay of $20.50 per hour
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. We deliver in multiple channels, speaking multiple languages, and we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better
  – We take ownership and leave every process, person, and place better than we found it.
• Win together
  – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable
  – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity.

From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.