Program Liaison (Internal only)

About the role

About Our Client:The organization operates global contact centers delivering customer service across various markets. It focuses on providing seamless customer experiences while fostering a supportive and diverse work environment. Established in 2000, the company emphasizes values such as service, teamwork, respect, and proactive problem-solving, aiming to promote career growth and employee wellness.

About the Opportunity:The Program Liaison serves as the primary contact for dealership personnel and vehicle owners, addressing customer inquiries and resolving escalated issues. This role ensures effective communication between customers and internal teams, maintaining high customer satisfaction through thorough investigation and timely response.

Responsibilities

• Act as initial contact for dealership personnel and vehicle owners
• Respond accurately and promptly to customer inquiries
• Support Level 1 Customer Service by handling escalated concerns
• Investigate and resolve issues, coordinating with internal teams as needed
• Document customer contacts and initiate outbound communications when appropriate
• Provide online support for applications
• Identify process improvements and communicate program concerns to senior staff
• Meet productivity, accessibility, and quality assurance standards
• Adhere to company policies and client initiatives
• Participate in team meetings and mentor less experienced teammates
• Train new team members
• Serve as backup for subject matter experts when required
• Complete assigned training and additional tasks

Requirements

• 1–2 years of experience in Ford Pro Vehicle Sales Support
• Proficiency with multiple computer programs and typing skills
• Strong customer service skills
• Effective communication, both written and oral
• Professionalism and positive attitude
• Time management and organizational skills
• Ability to multitask and reliably handle new assignments

Pay

Starting hourly rate of $18.50

Benefits

• Health, dental, vision, and life insurance
• Flexible Spending Account and Health Savings Account
• 401(k) with company match
• Vacation, sick time, and paid holidays
• Tuition reimbursement
• Employee assistance and discount programs
• Training and development opportunities
• Employee rewards program

Schedule

Work hours Monday through Saturday, 8 am to 8 pm