Dealer Experience Specialist at Percepta

At Percepta, we bring first-class service across each market we support. As a Dealer Experience Specialist in Melbourne Florida(Onsite) , 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 Proactive LIIVE Dealer Experience Specialist (DSX) is the single point of contact for the dealer assisting them in reducing the number of days down or vehicle off road (VOR) for fleet customers. They will liaise with 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 dealer problems getting vehicles repaired and back on the road for fleet customers.

The Proactive LIIVE derives work from the Uptime Global System around Repair Order (RO) Case Management. When a case arrives in the RO system, the Proactive LIIVE DSX will reach out to their designated dealer via a variety of channels to work the case to resolution. The Proactive LIIVE DSX also assists dealers with the dealer to dealer (D2D) process of selling parts between dealers to expedite the handling of the RO process leveraging a variety of systems and resources.

The LIIVE DXS Pro-Active team provides support for small, medium and large-sized companies that rely on their vehicles being on the road not at the dealership. Any delays getting the vehicle back on the road impact the bottom line of the fleet customer. If the LIIVE DSX does not respond quickly and efficiently to get the vehicle back on the road, there is the potential loss of business for the client.

During a Typical Day, You'll

• Act as the single point of contact for assigned dealer to completely work the case to resolution

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

• Responsible for following up on cases at their assigned dealers to ensure the dealer responds appropriately to Repair Orders (RO).

• Develop plan with the dealer for repair including assisting in the D2D process

• Tenaciously track down parts delay- escalate, monitor, and help resolve part delay issues; assist dealers who are selling parts between themselves.

• Assist dealerships with warranty/ESP claims concerns

• Identify trends and report out on business improvement opportunities.

• 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 resolving dealer issues 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 dealer inquiries and concerns

• 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

• DSX will be trained on processes which include understanding of local laws

• DSX will 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 success; the DXS must follow-up with assigned dealer on updates and timelines and update the RO system for the client.

What You Bring to the Role

•High School Diploma required; Associate or Bachelor's degree preferred

Experience

•2 years' experience in a Customer Relations Contact Center or hospitality industry

•2 years' experience relationship building preferably at the corporate level

•Knowledge of the automotive industry a plus

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

•High level of trust and integrity

•Strong verbal and written communication skills

•Detailed listening skills

•Disciplined to work independently

•Strong customer focus through developed interpersonal and relationship building skills

•Time management and prioritization skills to complete projects for fleet customers

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

•Ability to reach specified goals as set forth and meet performance expectations

•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

•Experience swaying 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 comfortable conversation to resolve issues

•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

•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

What You Can Expect

•Pay rate of $18.34 per hour

•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)

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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