Customer Care Representative I - Percepta

At Percepta, we bring first-class service across each market we support. As a Marketing/VOPC Business Analyst 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 Doing
The Marketing and Vehicle Ordering Processing Center (VOPC) program is a division of the Marketing and Communications Center (MCC), which is the primary contact center for North America Ford and Lincoln Mercury dealers on Contest and Incentive Programs. The Marketing department handles dealer inquiries on the Contest and Incentive programs, utilization of the VINCENT system and Dealer Payment Statements along with Smart VINCENT. In addition, The Vehicle Order Processing Center (VOPC) provides support to all North American Ford and Lincoln dealers on all of their retail vehicle ordering, scheduling and shipping needs. The Business Analyst has the ability to listen to dealer inquiries and provide an accurate and timely response to the dealer.

During a Typical Day, You'll

• Ability to maneuver through various systems to provide the dealer with prompt, courteous and accurate information.

• Accurately respond to dealer inquiries.

• Document dealer contacts.

• Analyze information and set up research when needed.

• Provide on-line support for applications.

• Utilize available resources to respond to internal and external dealer inquiries.

• Help identify process improvements and best practices for the team.

• Identify and report all concerns regarding the programs to appropriate SBA, Team Leader, or Manager.

• Meet or exceed performance expectations including but not limited to productivity, accessibility, key performance metrics and quality assurance.

• Adhere to and support all initiatives including Percepta, Client, Quality Assurance.

• Adhere to and support Percepta Call Center Policies and Procedures.

• As applicable, answer e-mail inquiries within required time frames in a professional manner with accurate and timely information.

• As applicable, answer chat inquiries within required time frames in a professional manner with accurate and timely information.

• As applicable, become cross-trained to handle Marketing, VOPC and TRAC dealer inquiries.

• Attend and participate in team meetings.

• Complete additional tasks / projects as needed.

• Complete training courses as directed by Operations and/or Training.

• Maintain professional working relationships.

What You Bring to the Role

• High School Diploma required.

• Associate degree or 2 years of college preferred.

• 1-3 years of Customer Service

• Ability to troubleshoot and analyze problems.

• Ability to multi-task.

• Proficient e-mail experience.

• PC Navigation.

• Reliability.

• Strong customer handling skills.

• Strong oral and written communications skills.

What You Can Expect

• 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)

A Bit More About Your Role
[ANY ADDITIONAL JOB DETAILS YOU WANT TO INCLUDE]

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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