Dealer Experience Specialist

TTEC•Melbourne, FL

9h•$18•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Dealer Experience Specialist in Melbourne Florida, 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 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. 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.

Requirements

High School Diploma required; Associate or Bachelor’s degree preferred
2 years’ experience in a Customer Relations Contact Center or hospitality industry
2 years’ experience relationship building preferably at the corporate level
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

Nice To Haves

Knowledge of the automotive industry a plus
Experience in a luxury field (hospitality or brand product) a plus

Responsibilities

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