Program Liaison - Percepta

About the position The Program Liaison is the initial contact for dealership personnel and vehicle owners. The Program Liaison listens to customer inquiries and provides an accurate and timely response to the customer. This position functions as a Level 2 Customer Service role, supporting escalated concerns from Level 1 Customer Service representatives. The Program Liaison is expected to investigate issues thoroughly, coordinate with internal teams as needed, and ensure a high level of customer satisfaction through professional and efficient issue resolution.

Responsibilities

• Perform all Customer Care responsibilities with consistent reliability.
• Ability to maneuver through various systems to provide the dealer/customer with prompt, courteous, and accurate information including: Accurately respond to customer inquiries.
• Document customer contacts.
• Initiate outbound contacts as appropriate.
• Provide online support for applications.
• Utilize available resources to respond to internal and external customer inquiries.
• Help identify process improvements and best practices for the team.
• As applicable, answer email inquiries, web forms, etc. within required time frames in a professional manner with accurate and timely information.
• Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
• Meet or exceed performance expectations including but not limited to productivity, accessibility and quality assurance.
• Adhere to and support all Percepta and client initiatives and company policies and procedures.
• Attend and participate in team meetings.
• Act as a mentor to less experienced teammates which include: Training new team members.
• Act as a backup for a subject matter expert in the absence of the Sr. Business Analyst and/or Team Leader.
• Demonstrate leadership capabilities.
• Complete training courses as directed by Operations and/or Training.
• Complete additional tasks and projects as needed.

Requirements

• 1–2 years of experience in Ford Pro Vehicle Sales Support Required
• Computer skills: experience working with multiple programs, ability to type.
• Excellent customer service ability.
• Ability to maneuver through various systems to provide the dealer with accurate information.
• Displays professionalism and a positive attitude.
• Ability to effectively communicate with customers, managers, and co-workers.
• Strong written and oral communication.
• Time management and organizational skills.
• Willingness to take on new assignments.
• Reliability.
• Ability to multitask.

Benefits

• 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)

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