Dealer Experience Specialist

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Job description

At Percepta, we bring first-class service across each market we support. As a Dealer Experience Specialist (DXS) in Allen Park, MI you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You'll Be Doing

The Dealer Experience Specialist (DXS) will partner with dealerships, develop strong working relationships, and strive to provide an effortless dealer experience. The (DXS) will have minimal contact with end customer but will play a critical role assisting dealerships in resolving customer inquiries and cases. As an advocate for the dealerships the (DXS) will carefully listen to dealer needs and act as single point of contact.

During a Typical Day, You'll

• Responsible for handling inbound emails and calls from Dealers seeking assistance which may result in opening new cases

• Responsible for following up on cases at their assigned dealers to ensure the dealer responds appropriately to the issues raised by the customer

• Resource for Dealer inquiries regarding policy & procedures

• Manage financial assistance requests within agent delegation of authority. Obtain documented Leadership approval if needed to exceed customers' expectations. Use applicable customer satisfaction tool (s) to resolve escalated cases (Tools: Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans)

• Develop plan with the dealer for repair or financial assistance regarding retail cases and ensure case progression through case documentation

• Tenaciously track down parts delay- escalate, monitor, and help resolve Part Delay issues.

• Assist dealerships with warranty/ESB claims concerns.

• Act as the single point of contact to assist dealerships in the timely resolution of customer concerns

• 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 handling inbound dealer calls regarding financial approvals, part delays, sales, and service in a helpful, courteous, and professional manner, displaying knowledge and concern for customer needs

• Responsible for handling all correspondence

• Exhibit strong follow up and organizational skills, in both verbal and written communication

• Responsible for resolving customer issues (via dealer) 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 customer inquiries and concerns

• When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include Financial Assistance, Service Plans, Extended Service Plan options, payments, and maintenance plans.

• Manage financial assistance requests

• Ability to reach specified goals as set forth and meet Performance Expectations

• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth

• Work as a team player - assist other team members when in need of support

• Other duties as assigned

What You Bring to the Role

Education

• High School Diploma required; associate or bachelor's degree preferred.

Experience

• 2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field

• Experience, appreciation and/or passion for - luxury, function, and utility

• Knowledge of the automotive industry a plus

Skills

• High level of trust and integrity

• Strong verbal and written communication skills

• Detailed listening skills

• Strong customer service, interpersonal and relationship building skills

• Time management and ability to prioritize projects and customer needs

• 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

• Ability to sway the opinion of others through verbal and/or written correspondence

• Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation

• Use of technology for product resourcing to resolve customer issues

• Typing skills

• Knowledgeable in MS Office, Email, Texting and Chat

• Ability to work through multiple computer screens

• Ability to work calmly under pressure

• Displays professionalism in demeanor, language, and appearance

Other

• Call center environment,

• 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

• Future state 24/7 (hours of operation) site

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 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.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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