Customer Care Representative I Marketing

TTEC•Dearborn, MI

18h•Hybrid

About The Position

The Customer Care Representative I Marketing supports Percepta’s Marketing and Vehicle Ordering Processing Center (VOPC) program, part of the Marketing and Communications Center (MCC), which serves North American Ford and Lincoln Mercury dealers. The Marketing department responds to dealer inquiries about contest and incentive programs, the VINCENT and Smart VINCENT systems, and dealer payment statements. The VOPC provides support for retail vehicle ordering, scheduling, and shipping needs. The representative listens to dealer inquiries and provides accurate, timely responses. This role serves as a single point of contact for customers seeking assistance with sales, product knowledge, service issues, dealer information, and resolutions. Customer interactions take place through inbound and outbound phone calls, email, chat, and other correspondence. The position is hybrid, with three days working from home and two days onsite; training is 100% onsite. Hours of operation are Monday through Friday, 8:30 a.m. to 5:00 p.m. EST, for 40 hours per week.

Requirements

High school diploma required.
1–3 years of customer service experience.
Ability to troubleshoot and analyze problems.
Ability to multitask.
Proficient email experience.
PC navigation skills.
Reliability.
Strong customer handling skills.
Strong oral and written communication skills.

Nice To Haves

Associate degree or two or more years of college preferred.

Responsibilities

Navigate various systems to provide dealers with prompt, courteous, and accurate information.
Respond accurately to dealer inquiries.
Document dealer contacts.
Analyze information and initiate research when needed.
Provide online application support.
Use available resources to respond to internal and external dealer inquiries.
Help identify process improvements and team best practices.
Identify and report program concerns to the appropriate SBA, Team Leader, or Manager.
Meet or exceed performance expectations, including productivity, accessibility, key performance metrics, and quality assurance.
Support Percepta, client, and Quality Assurance initiatives.
Follow Percepta Call Center policies and procedures.
Answer email inquiries within required time frames with professional, accurate, and timely information, as applicable.
Answer chat inquiries within required time frames with professional, accurate, and timely information, as applicable.
Become cross-trained to handle Marketing, VOPC, and TRAC dealer inquiries, as applicable.
Attend and participate in team meetings.
Complete additional tasks and projects as needed.
Complete training courses as directed by Operations and/or Training.
Maintain professional working relationships.