Customer Care Representative I Marketing

TTEC•Dearborn, MI

42d•$16•Hybrid

About The Position

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. 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.

Requirements

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.

Responsibilities

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.