Program Liaison

DescriptionProgram LiaisonAt Percepta, we bring first-class service across each market we support. As a Program Liaison in Dearborn, 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 DoingProgram Liaison /Executive Liaison (EL) is continually recognized throughout the automotive industry as the leader in dealer and customer satisfaction. Executive Liaison Agents provide a timely, high quality, customer handling process for referrals from Company Executives; Senior Management; Public Affairs; Company’s Credit; Governmental Affairs; and the UAW.

The EL Team is utilized to identify and fix potential process breakdowns, as well as, to identify trends with potential product and/or parts issues. Lastly, the role of the EL Agent is to ensure that the best business decisions are made to satisfy the customer and referring party.During a Typical Day, You’llAddress and resolve customer concerns submitted via mail, phone, email, or faxOutbound phone calls to customers and dealerships.Provide written response or closing report documenting handling of cases, to share with company’s Senior Executives.Document all EL cases in customer relationship management systemResponsible for meeting all personal performance objectives including customer satisfaction; efficiency; quality; and attendance and takes individual accountability for meeting these objectives.Takes personal ownership and accountability for meeting customer needs; demonstrating appropriate levels of empathy; enthusiasm; skill and expertise. Is consistently courteous with all customers and keeps all customer commitments.Remains knowledgeable and current with all policies, procedures, processes and changes.Continuously improves customer handling skills; process knowledge; company and product information.Perform special projects as assigned.What You Bring to the Role1-3 years of customer serviceExperience company’s sales and service systems: FMC360, GCQIS, OASIS, AWS, Vincent preferredExcellent written and verbal communication skills requiredStrong analytical skillsStrong customer service skillsStrong multi-tasking skillsStrong organizational, time management, planning and problem-solving skillsStrong team building skills, to work well within a close team environment – self-sufficient, resourceful, and works well with minimal supervisionDemonstrate a professional work ethicStrong negotiation skillsExpert working knowledge of Company’s Customer Loyalty Program tools preferredAbility to effectively communicate with customers, managers and co-workersGood reliability and timelinessWhat You Can ExpectStarting hourly rate of $17.00-$20.00Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)About PerceptaEstablished 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, breath 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 oneTeamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributionsRespect – a team that is accountable, dependable and gives you their full attentionProactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth - lots of learning opportunities for aspiring mindsDiversity - 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.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, as a condition of employment. Percepta is an Equal Opportunity Employer.Primary Location: US-MI-DearbornReq ID: 03QUC