Program Liaison (Internal only)

Location: Dearborn, MI

About the role

The Program Liaison is the initial contact for dealership personnel and vehicle owners. This position functions as a Level 2 Customer Service role, supporting escalated concerns from Level 1 Customer Service representatives. The Program Liaison listens to customer inquiries, investigates issues thoroughly, coordinates with internal teams as needed, and ensures a high level of customer satisfaction through professional and efficient issue resolution.

Responsibilities

• Perform all Customer Care responsibilities with consistent reliability.
• Maneuver through various systems to provide dealers/customers with prompt, courteous, and accurate information, including:
  • Accurately respond to customer inquiries.
  • Document customer contacts.
  • Initiate outbound contacts as appropriate.
  • Provide online support for applications.
  • Utilize available resources to respond to internal and external customer inquiries.
• Help identify process improvements and best practices for the team.
• Answer email inquiries, web forms, etc., within required time frames in a professional manner with accurate and timely information.
• Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
• Meet or exceed performance expectations including productivity, accessibility, and quality assurance.
• Adhere to and support all Percepta and client initiatives and company policies and procedures.
• Attend and participate in team meetings.
• Act as a mentor to less experienced teammates, including:
  • Training new team members.
  • Acting as a backup for a subject matter expert in the absence of the Sr. Business Analyst and/or Team Leader.
  • Demonstrating leadership capabilities.
• Complete training courses as directed by Operations and/or Training.
• Complete additional tasks and projects as needed.

Requirements

• 1–2 years of experience in Ford Pro Vehicle Sales Support.
• Computer skills: experience working with multiple programs, ability to type.
• Excellent customer service ability.
• Ability to maneuver through various systems to provide accurate information.
• Displays professionalism and a positive attitude.
• Strong written and oral communication.
• Time management and organizational skills.
• Willingness to take on new assignments.
• Reliability.
• Ability to multitask.
• Effective communication with customers, managers, and co-workers.

Pay

Starting hourly rate of $18.50

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)

Schedule

Hours of Operation: Monday through Saturday, 8 am to 8 pm

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

• Culture of Service – to be treated like you are the customer from day one.
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions.
• Respect – a team that is accountable, dependable, and gives you their full attention.
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.
• Career Growth – lots of learning opportunities for aspiring minds.
• Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
• Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.