Advanced Guides

Percepta•Dearborn, MI

6d•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Senior Ford App Specialist in Allen Park, Michigan, 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 Senior Ford App Specialist builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. Senior Ford App Specialist will teach and guide guests and members through this savvy and innovative technological experience. Senior Ford App Specialist will act as an SME and assist other Ford App Customer Experience Specialists as needed. Member interaction, first and foremost, is to provide an exceptional experience for members to build a strong loyalty to the program. Senior Ford App Specialist will be focused on building relationships with their members and providing an outstanding experience where members are delighted.

Requirements

High School Diploma required.
Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.
Excellent communication skills – both verbal and written word
Passionate and confident over the phone or on video chat
Comfortable with twitter, email, text, or any written form
Savvy and demonstrate creative solutions
Present a professional and polished yet friendly
Speed and accuracy when typing
Ability to sway the opinion of others through verbal and/or written correspondence
Ability to adapt communication style to fit the style of others
Ability to diagnose issues quickly and resolve with patience and empathy
Demonstrated ability to interject personality into written content without crossing professional boundaries
Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues
Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability to delight their clients
Strong customer service, interpersonal and relationship-building skills
Ability to provide SME experience to fellow colleagues
Savvy with the use of technology, software, and social media applications), while continuously keeping up with current technology trends.
Ability to work well under pressure
Active listening skills
Strong multi-tasking skills, organizational, time management, planning and problem-solving skills
Self-sufficient, resourceful and works well with minimal supervision
Coaching and mentoring skills

Nice To Haves

Associates Degree or bachelor’s degree preferred.
1 to 3 years of experience in an in-person or retail customer relation experience preferred
A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests: Exceptional customer service, Automotive Industry, Cutting edge technology

Responsibilities

Assist with daily and monthly AAF content updates
Assist with daily and monthly data pulls/reporting
Monitor the agent knowledgebase application (AAF) for changes to content and suggest enhancements as applicable
As needed, monitor real time adherence; ensure the guides are properly supporting the requested service level
Handle supervisor cases/calls as appropriate
Provide an exceptional client experience in every interaction.
Provide insightful advice and direct support to members in need. Diagnoses of issues and provide resolution with teaching and guidance.
Partners with legacy App owners for troubleshooting and resolution.
Handles escalated issues and complex inquiries from the Guides. Problem solves with ease and provides swift resolution.
Mentoring Guides as a subject matter expert allowing for development and team building among the group. Continuous refocus of teams to provide a quality experience for each member.
Research and resolves billing or payment issues. Owns the member experience from the very beginning to the very end. Making decisions on whether to escalate or how to address member issues so they are delighted and eager to continue to utilize the program.
Identifies and presents out of the box ideas and changes to Leaders through key metrics, including member and employee feedback to ensure this program is second to none.
Collaborate with multiple IT teams in the development of new system enhancements.
Perform user acceptance testing of system enhancements.
Respond to inquiries regarding system errors, functionality, and enhancements.
Propose new enhancements based on observations, and experience with the applicable processes.