Dealer Experience Specialist (Hybrid)

About the role

The FSR+ Program Headquarters (PHQ) Dealer Support Specialist plays a crucial role in launching and optimizing the Ford | Lincoln Service Reservation+ online service scheduling tool with Ford and Lincoln dealerships. This role involves proactive outreach to dealerships to schedule product launches and reactive support to address complex inquiries and technical issues.

Responsibilities

• Proactively engage with dealerships through outbound calls to assess launch feasibility, coordinate launch timing, and support successful implementation of FSR+/LSR+
• Provide expert troubleshooting support and dedicated coordination to ensure seamless FSR+ operations and exceptional dealer and customer experiences
• Demonstrate deep understanding of FSR+ product features, clearly articulating benefits to diverse audiences and driving dealer acceptance and engagement
• Receive and resolve complex inbound inquiries and escalations from dealerships and Field FSR+ Installation coaches concerning FSR+ product functionality, operational challenges, technical issues, and logistical coordination
• Act as a primary point of contact and subject matter expert for Ford/Lincoln dealerships and Field FSR+ Installation coaches, providing comprehensive support
• Document status of all interactions, issues, resolutions, and follow-up requirements meticulously, ensuring data accuracy and comprehensive case management
• Collaborate with Ford Product Managers, Ford Business Owners, vendors, and other internal support groups to escalate unresolved issues, share dealership feedback, and contribute to continuous program and product enhancements
• Determine possible actions and best practices to resolve common escalation trends to improve customer experience
• Develop and maintain professional working relationships with Ford Business Owners, vendors, and support groups
• Serve as role model to the team in professionalism, information accuracy, dependability, and timeliness while understanding and adhering to all Percepta initiatives and policies
• Self-Prospect for new opportunities

Requirements

• High School diploma required
• Associates degree or 2+ Years college preferred
• 2 or more years’ experience in Contact Center preferred
• Experience with Dealership Operations and/or Automotive Experience Required
• Experience with dealer service department processes is a significant plus

Qualifications

• Expert Problem Solving: Demonstrated ability to investigate and resolve complex issues by gathering and assessing information and utilizing sound judgement consistent with Company and Program standards and policy
• Technical Proficiency: Computer navigation and typing skills including Microsoft Office (Work, Excel, Outlook) and ability to run several window applications simultaneously
• Displays professionalism, confidence, and a positive attitude
• Proactive & Driven: Demonstrates a high degree of initiative, persistence, and self-motivation to identify opportunities, anticipate needs, and independently execute solutions, often without requiring direction
• Effective Communication: Ability to effectively communicate with customers, managers, and co-workers; ability to interact in meetings with upper management
• Strong oral and written communication, good presentation skills
• Self-Prospecting for new opportunities
• Critical and Analytical thinking
• Time management, organizational and problem-solving skills
• Organizational & Multi-tasking: Excellent time management, organizational, and multi-tasking skills, with the capacity to prioritize effectively in a fast-paced, high-volume environment
• Results-Oriented: Enthusiastic, results-driven, and committed to achieving program goals and enhancing dealership performance
• Good attendance and punctuality skills
• Ability to handle objections and rebuttals while quickly adjusting to customer concerns
• Persuasive Communication & Salesmanship: Ability to effectively "sell" the features and benefits of FSR+ product to dealerships, encouraging commitment to launch, improving adoption, and demonstrating the tangible advantages for their operations and customer satisfaction

Skills

• Expert Problem Solving
• Technical Proficiency
• Professionalism, Confidence, Positive Attitude
• Proactive & Driven
• Effective Communication
• Strong Oral and Written Communication
• Self-Prospecting for New Opportunities
• Critical and Analytical Thinking
• Time Management, Organizational, Problem-Solving Skills
• Organizational & Multi-Tasking
• Results-Oriented
• Good Attendance and Punctuality
• Ability to Handle Objections and Rebuttals
• Persuasive Communication & Salesmanship

Benefits

• Health/Dental/Vision/Life Insurance
• 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)
• Employee Rewards Program (Perci Perks)

Pay

$18.50 per hour

Schedule

Hybrid status with a minimum of 3-4 days onsite. Position requires being able to work remotely (if necessary) in home environment that will promote success at least 1 day per workweek.

Company Information

Established in 2000 as a joint venture with TTEC, Percepta specializes 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. 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. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.