Dealer Experience Specialist

About the role

At Percepta, we bring first‑class service across each market we support. As a Dealer Experience Specialist in Melbourne, Florida, you’ll be part of creating and delivering amazing customer experiences while contributing to a unique culture. The Proactive LIIVE Dealer Experience Specialist (DSX) serves as the single point of contact for dealers, helping reduce vehicle downtime and working through repair order cases to get fleet vehicles back on the road quickly.

Responsibilities

• Act as the single point of contact for assigned dealer to completely work the case to resolution
• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the dealer from initial contact through case resolution
• Responsible for following up on cases at assigned dealers to ensure the dealer responds appropriately to Repair Orders (RO)
• Develop plan with the dealer for repair, including assisting in the dealer‑to‑dealer (D2D) process
• Tenaciously track down parts delays – escalate, monitor, and help resolve part‑delay issues; assist dealers who are selling parts between themselves
• Assist dealerships with warranty/ESP claims concerns
• Identify trends and report out on business improvement opportunities
• Process RAV uploads as required, including replacement, SCP and ESP requests
• Process Technical Assistance Requests when applicable and follow‑up to ensure issue was resolved
• Process all vehicle Webform requests for those vehicles with repairs
• Act as a resource for product knowledge and service support
• Responsible for resolving dealer issues using all available resources, including Subject Matter Experts, Field Service Engineers, and Resolution Specialists
• Return all email and voice mail messages promptly and follow up with dealers on time
• Responsible for documenting dealer inquiries and concerns
• Provide feedback to management for continued and improved department performance to foster positive results and growth
• Work as a team player – assist other team members when in need of support
• Other duties as assigned
• Case Management: Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution
• DSX will be trained on processes which include understanding of local laws
• DSX will handle cases within client’s established timeline
• Successful agents will utilize resources including onsite Knowledge Base, Dealerships, local resources, and Tech SMEs for case progression
• Keeping promises is critically important; the DXS must follow‑up with assigned dealer on updates and timelines and update the RO system for the client

Requirements

• High School Diploma required; Associate or Bachelor’s degree preferred
• 2 years’ experience in a Customer Relations Contact Center or hospitality industry
• 2 years’ experience relationship building preferably at the corporate level
• Knowledge of the automotive industry a plus
• Experience in a luxury field (hospitality or brand product) a plus

Skills

• High level of trust and integrity
• Strong verbal and written communication skills
• Detailed listening skills
• Disciplined to work independently
• Strong customer focus through developed interpersonal and relationship‑building skills
• Time management and prioritization skills to complete projects for fleet customers
• Exhibit strong follow‑up and organizational skills, in both verbal and written communication
• Ability to reach specified goals as set forth and meet performance expectations
• Conflict resolution skills – listen to the customer
• Exercise good service and business judgment with end goal of customer satisfaction
• Excellent English language, oral and written, with grammatical knowledge and etiquette
• Experience swaying the opinion of others through verbal and/or written correspondence
• Ability to work calmly under pressure
• Displays professionalism in demeanor, language and appearance
• Ability to blend personality with professional demeanor to provide comfortable conversation to resolve issues
• Use of technology for product resourcing to resolve customer issues
• Ability to work through multiple computer screens
• Typing Skills – ability to listen and capture information at the same time
• Knowledgeable in MS Office, Email
• Must be able to interact with all internal and external departments and contacts
• Must represent Percepta professionally with all customers and external organizations and contacts

Benefits

• 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)

Pay

$18.34 per hour