Customer Care Representative I Marketing

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As a Customer Care Representative I Marketing 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.

This position is a Single Point of Contact for customers to address sales, product knowledge, service issues, dealer information, and to obtain resolutions.

Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.

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

• Associate degree or 2 years of college preferred.

• High School Diploma required.

• 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

• Pay rate of $16.00 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)

A Bit More About Your Role
Hours of Operation: Monday –Friday8:30 am – 5pm EST (40hrs per week) Fix

Hybrid (3 days work from home and 2 days onsite) 100% Onsite during training

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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