Proactive Dealer Experience Specialist - Internal Only

Requisition Title: Proactive Dealer Experience Specialist - Internal Only (03S9Q)
US-TX-HoustonDescription 

Summary

The Proactive Customer & Dealer Experience Specialist will work with both customers and dealers to earn and retain their loyalty by showing the appropriate empathy and resolving their concern in the fastest and most pleasant means possible. The Proactive Dealer Experience Specialist will resolve a range of concerns by carefully listening to the customer and/or dealer and leveraging skills learned during training combined with knowledge base tools to ensure customer and/or dealer questions are answered and that they have a positive view of our client’s Brand throughout the case management process.

In this role, the Proactive Customer & Dealer Experience Specialist is the single point of contact for the customer and/or dealer, by proactively reaching out to the dealerships and/or customers on cases that have been assigned to their queue.   The Proactive Customer & Dealer Experience Specialist will handle inbound dealership / service centers with any questions or concerns that the dealers may have on active customer cases. They will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible and are empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.   

The Proactive Customer & Dealer Experience Specialist may receive general inquiry calls, which they will attempt to address or warm transfer to a CXS – Inquiry Agent as needed. Customer interaction will be accomplished through a combination of inbound and outbound phone, email, SMS messaging, and other correspondence.  They are responsible for meeting expected customer service levels and achieving objectives relative to their after-call and after-case customer survey scores.

Responsibilities

·     Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction

• Responsible for handling inbound emails and calls from Dealers and/or Customers seeking assistance which may result in opening new cases.
• Responsible for properly researching customer cases before reaching out to both Dealer and Customer to ensure that duplicate information is not requested.
• Responsible for building a professional and working relationship with assigned dealers through use of IM tools, voice calls, and / or remote meetings with their Service Manager and Regional Ford Contact for the dealer’s region.

·         Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution

• Responsible for following up on cases at their assigned dealers to ensure the dealer responds appropriately to the issues raised by the customer
• 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 and customers in the timely resolution of 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

·         Actively listens to the customer while controlling the interaction to lead the customer or dealership in a professional and efficient manner

• 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

Case Management

·         Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution

·         Specialists will be trained on processes which include understanding of local laws

·         Specialists will need to handle cases within client’s established timeline

·         Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, and Tech SME’s for case progression

·         Keeping promises is critically important to agent success and customer satisfaction must follow-up with customers on updates and timelines as these leads to a poor customer experience and diminished brand loyalty

Education

·         High School Diploma required; Associate or Bachelor’s degree preferred

Experience

·         2 years’ experience in a Customer Relations Contact Center or hospitality industry

·         Experience in a luxury field (hospitality or brand product) a plus

·         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 work calmly under pressure

·         Displays professionalism in demeanor, language and appearance

·         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

·         Ability to work through multiple computer screens

·         Typing Skills – ability to listen and capture information at the same time

·         Knowledgeable in MS Office, Email, Texting

·         Experience with Microsoft Dynamics (Customer Contact system) an asset

Other

·         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