Percy Jobs in Usa

TemporaryCustomer Experience Operations Supervisor At Percepta, we bring first-class service across each market we support.

As a TemporaryCustomer Experience Operations Supervisor in Melbourne, FL, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing The Customer Experience Operations Supervisor is responsible for the supervision of the Customer Experience teams and provides support for operational initiatives, which include identifying process improvement initiatives, analysis of call and escalation data, identification of workforce gaps and resolution, and presenting recommended action plans to the Sr.

Operations Manager based upon research performed.

Additionally, the Customer Experience Operations Supervisor partners with the Customer Experience Specialists ensuring high levels of customer satisfaction and will assist escalated customer calls by providing guidance to the team member and/or assisting with the call to ensure best resolution for the Customer.

During a Typical Day, You’ll • Employee Onboarding / Employee Experience o Responsible for manager assigned communications and responses within Enboarder (Percepta’s automated communications tool), including, but not limited to reviewing/acting upon questionnaire and survey information received from employees during various points of the first year of employment o Promote company and contact center values and culture o Act as employee advocate insuring a positive and rewarding introduction to the company, take action as needed to improve employee experience throughout lifecycle • Monitor and maintain service levels to ensure: o CX Specialists, CX Leads, Parts and Technical SME team members are properly supporting customers o Monitor schedule adherence o Look for opportunities to improve service levels o Manage customer handling (call flow) processes • Interact with Business Partners as needed including: o Attend Business Partner meetings to resolve and discuss program changes and enhancements o Handle special Business Partner report request o Keep abreast of anticipated program launches and changes o Inform Manager on all Business Partner interaction • Analyze and manage program trends and progress • Interact with key users for feedback to make process improvement / enhancement recommendations • Communicate all changes, enhancements, including call and workflow updates, etc.

to the appropriate personnel including the Senior Operations Manager, Learning & Development department, and Quality Assurance department on a consistent and timely manner • Develop, coach, support and evaluate the team; responsible for the development of the team: o Hold monthly scorecard meetings o Provide feedback and coaching timely o Discuss and implement career development opportunities o Create and deliver performance reviews o Set up for all new hires (ID's and workspace) o Maintain discussion logs o Manage attendance o Administer disciplinary action as necessary o Recognize and reward excellent team performance.

o Promote Employee engagement and moral building o Complete time sheet approvals and submit corrections timely o All other matters as it relates to daily management of the staff • Interview prospective new employees; provide feedback to Operations Manager and Talent Acquisition, and Human Resources • Work with Senior Operations Manager on monthly business reports and process improvement initiatives as needed • Evaluate and coach back customer service skills in quality assurance process o Ensure employees have the necessary training and job aids to perform their job responsibilities.

Strive to continuously improve Touchpoint and Pulse Survey results and employee satisfaction o Be visible and available on the floor.

Interact with the team as much as possible through team meetings, walking the floor, one-on-one meetings, etc o Adhere to and support all Percepta and Business Partner quality initiatives, systems and policies.

Support all Percepta Call-Center policies and procedures • Attend and participate in team meetings and leadership meetings o Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance o Complete training courses as directed by Operations and/or Learning & Development o Maintain professional working relationships • Complete additional tasks / projects as needed • 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 • Review agent disputes within Empower.

Determine accuracy of source data and make recommendations for correction of inaccurate values • Research, document and provide examples of Empower system defects.

Submit problem tickets to the applicable team for resolution • Coordinate with program management to ensure compliance with critical Empower metrics.

Provide detailed reporting of agent compliance when required metrics are not being met • Monitor approval deadlines and program status.

Communicate upcoming deadlines to program management to ensure critical deadlines are met What You Bring to the Role Education • High School Diploma or equivalent • Secondary education or equivalent experience
- preferred Experience • 3 – 5 years of Customer Call Center experience with 1 year of luxury hospitality, automotive, etc experience required • Experience in managing and coaching others and improving performance • Through understanding of contact center technologies, customer tracking systems, and their respective reporting systems
- preferred Skills • Detail-oriented with strong organizational skills, time management and planning – required • Strong working knowledge of the Internet, computers and software (i.e.

MS Office products, Internet Explorer) – required • Strong time management, organization and planning skills.

Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environment – required • Analytical and problem-solving skills – required • Excellent inter-personal skills.

Able to interact with all internal departments and levels of management • Self-starter who demonstrates a high level of initiative, resourcefulness and ability to work independently and interdependently among a team • Excellent verbal and written communication skills • Proficient Microsoft Office (Word, PowerPoint and Outlook) • Leadership Skills: o Team & consensus building o Good judgment in conflict resolution • Ability to create a supportive and conducive adult learning environment • Ability to drive employee satisfaction • Must represent Percepta professionally with all clients and external organization and contacts • Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace • Strong customer service, interpersonal and relationship-building skills • Communicate and articulate in a professional and effective manner both orally and written.

Ability to exercise independent judgment and decision making What You Can Expect • 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) About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe.

Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.

At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity.

We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work.

As a global company, we know diversity is our strength.

It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

#LI-onsite

Pro Sales Customer Care Representative At Percepta, we bring first-class service across each market we support.

As a Pro Sales Customer Care Representative 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.

What You'll Be Doing The Customer Care Representative is the initial contact for dealership personnel and vehicle owners.

The Customer Care Representative listens to customer inquiries and provides an accurate and timely response to the customer.

During a Typical Day, You'll 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.

What You Bring to the Role High school diploma required.

College degree preferred or equivalent work experience required.

1
- 2 years of customer service experience required; does not need to be in a call center position.

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.

What You Can Expect Starting hourly rate of $16 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) Hours of Operation: Monday thru Saturday: 8 am to 8 pm About Percepta Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday.

As a Percepta team member, you can expect: Culture of Service
- to be treated like you are the customer from day one.

Teamwork- belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions.

Respect- a team that is accountable, dependable and gives you their full attention.

Proactive- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

CareerGrowth
- lots of learning opportunities for aspiring minds Diversity
- be a part of our growing diverse and community-minded organization that is all about having fun! Competitive Compensation
- we take care of family, which is why we offer more than just competitive wages and great benefits.

Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test.

Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

#LI-Onsite

At Percepta, we bring first-class service across each market we support.

As a Vehicle Programs Analyst 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.

What You’ll Be Doing The Vehicle Programs Analyst performs a variety of Company Vehicle and Employee Purchase Program projects and administrative tasks related to vehicle ordering, delivery, service, billing, insurance, taxation, registration, titling, ticket/citation/toll processing, compliance, disposal, purchase processing, and customer service.

During a Typical Day, You’ll • Provide administrative assistance to Vehicle Programs personnel • Administer support for the "M" (Manufacturer) Plate Program • Support our Care Call Center • Provide traditional administrative support such as recording department meeting minutes, filing, copying, phone messages and miscellaneous duties • Handle auction, dealer, sales lettersets, check requests, reimbursement of fees to customers, mass registration renewals, and payment of vehicle taxes • Process billing invoices from vendors and dealerships for delivered vehicles • Process tickets, tolls, citations, etc • Process vehicle title, plates, and registrations • Process and monitor vehicle orders • Process vehicle returns, title corrections, and auction disposal • Audit and reconciliation of official documents such as lease and usage agreements, and other official documents • Customer account maintenance • Suggest and establish process improvements aimed at better customer service, efficiencies, and cost savings in unison with management and team members • Perform as a back-up for other Vehicle Program personnel when necessary • Perform duties that require signing as a company agent and/or department notary What You Bring to the Role Education • High school diploma required; bachelor’s degree preferred Experience • 3 years administrative office experience required • Experience using mainframe and web system applications Skills • Critical thinking, problem solving, and analytical skills • Strong planning and organizing skills • Strong communication skills that demonstrate knowledgeable, proactive and clear communication • Excellent customer service skills to include a positive mindset that actions self-control • Excellent time management skills • Team-oriented mindset for delivering both team and individual results (including the willingness to change task responsibilities and participate in cross training as is necessary for the team) • Proficient in MS Office (i.e.

Outlook, Word, and Excel) What You Can Expect •Pay rate of $20 per hour •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) Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe.

Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.

At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity.

We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work.

As a global company, we know diversity is our strength.

It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

#LI-Onsite #LI-Hybrid

Customer Care Representative III We bring first-class service across each market we support.

As a Customer Care Representative III 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.

What You’ll Be Doing The Customer Care Representative works under the direct supervision of the Team Leader and is responsible for providing a timely and professional service in response to a wide variety of inquiries including Over the Air customers and concerns by using available resources to our US retail customers and dealers.

The CCR will learn and execute the complete call handling process, meet expected customer service levels, support business performance goals of the program by providing a full range customer service experience, and answer regular customer inquiries and concerns via telephone.

What You Bring to the Role High School Diploma or equivalent 6 months Customer Service experience required Previous experience supporting customers through phone preferred Experience or interest in working with technology is preferred Experience with customer contact systems Adaptability and flexibility to work within different channels within the program as needed Solid computer skills, internet savvy, and experience using CRM software Ability to type and speak at the same time Strong problem solving, troubleshooting experience, resolving technical problems from start to finish Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization Experience working in the automotive or wireless telecommunications industry is an asset Strong customer service skills Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology Ability to advise and educate customers in a way they can understand
- possess patience to work through technical issues with non-technical customers Highly organized, detail oriented, and able to thrive in a fast paced, changing environment What You Can Expect Starting hourly rate of 15.00 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) Hours of Operation: Monday-Friday: 8:30AM-5:30PM A Bit More About Your Role Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.

Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns; educate the customer on client products and services.

Understand use of technology, scripts, and product knowledge.

Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.

Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.

Ensure that all customer contacts are properly logged into FMC360, the CRC’s contact system, to allow for an accurate historical view of customer’s contacts; manage follow-up log and audit documentation of customer files.

Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues.

Follow-up with the customer if required, to ensure the full resolution of the problem.

Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Team Leader informed of any issues as they arise.

Provides recommendations to Team Leader regarding the resolution of recurring problems.

Assists in formulation of problem-solving techniques for newly discovered issues.

Maintain exceptional product knowledge as it relates to technical support.

Remains knowledgeable of product and service offerings, current industry products and technologies.

Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.

About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe.

Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.

At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity.

We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work.

As a global company, we know diversity is our strength.

It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique #LI-Onsite

At Percepta, we bring first-class service across each market we support.

As a Team leader 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.

What You'll Be Doing The CRC Team Leader is responsible for the day-to-day leadership and performance of Customer Care agents in the Customer Relationship Center (CRC).

The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the agents, their peers, and Percepta/Ford Management team.

The Team Leader addresses questions regarding company policies, case handling, key performance indicators, and general inquiries.

Additionally, the Team Leader is responsible for timely response and resolution of customer escalations.

During a Typical Day, You'll •Responsible for the operational success of the team and for driving the culture of Ford Customer Care.

•Coach for professional development to drive performance and customer satisfaction.

•Serve as a role model for excellent customer handling as prescribed by the Ford Concern Resolution process.

•Promote a culture of Ford loyalty.

•Demonstrate understanding of program goals through meeting and/or exceeding quality and service level objectives.

•Lead and motivate team and individual agents to meet and/or exceed key performance indicators including customer satisfaction.

•Utilize all available resources (QA Evaluations, Call Handling Performance Reports, Attendance and Schedule Adherence Reports, Summary Reports, Agent Trace Reports, AWA Spending Reports, etc).

•Drive concern resolution in the team's customer handling process.

•Ensure quality contact between the agent, dealer, field, and customer.

•Deliver resolution on any Percepta or Ford management priority requests.

•Deliver timely resolution on customer escalations.

•Ensure that all follow-ups are kept as promised.

•Maintain open communication with Percepta and Ford management.

•Identify gaps in the Concern Resolution process and escalate to your Program Manager.

•Responsible for the processing of customer satisfaction tools (award up to $2,000/$6,000 on Goodwill Assistance, administer ESP, Service Component Plans, X-Plans) •Build partnerships with Work Force Management, Operations, Training, QA, and Ford to ensure that standards are met.

•Participate in bi-weekly calibration sessions with Quality Assurance to ensure compliance with client standards.

•Compare customer satisfaction survey results to transaction handling to identify opportunities for improvement.

•Responsible for agent performance management.

•Lead and participate in team meetings.

•Communicate new processes and policy changes quickly and efficiently in a fast-paced environment.

•Promotes and fosters a continuous improvement culture within the organization.

Work Environment and Personnel Development •Lead by example to create a positive work environment that drives team performance.

•Promote agent development through the delivery of frequent and timely coaching sessions to support process adherence and quality-driven customer interaction.

This is accomplished via coach backs of quality evaluations, live call monitoring, and side-by-side observance of call handling.

•Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.

•Complete annual performance evaluations and monthly scorecards.

•Administer disciplinary actions if necessary.

•Recognize and reward excellent team performance.

•Build morale within the team to support agent retention.

•Resolve conflicts with sensitivity, tact, and fairness.

•Plan and implement strategic learning objectives for self-development.

Miscellaneous •Work on activities and/or projects as requested by the Manager.

•Support agent interview selection process.

•Conduct/participate in focus groups and agent/company feedback sessions.

What You Bring to the Role Education •High School Diploma or GED required.

•Some secondary education or equivalent experience preferred.

Experience •1
- 3 years Team Leadership or supervisory experience •3
- 5 years of customer service experience, preferably in a contact center operations environment •Experience in coaching others and improving performance.

Skills •Meet all requirements of a CCR and/ or CCS.

•Leadership Skills: o Team Building o Good judgment in problem resolution o Ability to create a supportive and conducive adult learning environment.

o Ability to drive employee satisfaction.

o Demonstrate professionalism.

•Basic knowledge of Microsoft Word, Excel, and E-mail •Coaching Certification •Operational Readiness •QA Certification-Track 2 •Ability to interpret performance reports to identify trends etc.

•WPA Overview •Review of Training Processes •Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace •Strong organizational, time management, planning, and problem-solving skills •Strong multi-tasking skills •Strong written and oral communication skills •Strong customer service, interpersonal, and relationship-building skills •Strong Team building skills, to work well within a close team environment
- self-sufficient, resourceful, and works well with minimal supervision.

•Ability to create a supportive and conducive professional learning environment.

•Ability to work with various organizational levels to support the development and delivery of new resource material.

•Possess a high degree of professionalism.

•Experience with Siebel or Customer Contact Software is an asset.

Other •Must be able to interact with all internal and external departments and contacts.

•Must represent Percepta professionally with all clients and external organizations and contacts.

What You Can Expect •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) About Percepta Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday.

As a Percepta team member, you can expect: Culture of Service
- to be treated like you are the customer from day one .

Teamwork- belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions.

Respect- a team that is accountable, dependable and gives you their full attention.

Proactive- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

Career Growth
- lots of learning opportunities for aspiring minds Diversity
- be a part of our growing diverse and community-minded organization that is all about having fun! Competitive Compensation
- we take care of family, which is why we offer more than just competitive wages and great benefits.

Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test.

Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

#LI-Hybrid

At Percepta, we bring first-class service across each market we support.

As a FSR Advanced Support Specialist 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.

What You’ll Be Doing The FSR Advanced Support Specialist provides dedicated administrative and analytical support to the FSR program, working closely with the Ford client and the Percepta Operations Manager to execute daily operational tasks.

While the role requires a high level of proficiency in reporting — including the ability to build complex Excel reports, analyze findings, and track performance metrics — its primary focus is on administrative coordination and program support.

The specialist acts as a key resource for data-driven decision-making and process improvements.

Additionally, the role serves as a secondary resource for triaging issues during bridge calls on an as-needed basis.

During a Typical Day, You Will: Administrative & Operational Support •Execute administrative priorities as directed by the Ford client and the Percepta Operations Manager to ensure the smooth day-to-day functioning of the FSR program.

•Manage and prioritize ad hoc tasks and special projects from the Operations team, acting as a flexible resource for program needs.

•Collaborate with Operations leadership to identify operational inefficiencies and recommend process improvements to streamline call center workflows.

•Participate in bridge calls to assist in triaging and resolving urgent program issues as needed (this is a secondary requirement).

•Represent Percepta and the FSR program in a professional manner during client meetings and internal stakeholder discussions.

•Reporting & Data Management •Develop, design, and maintain user-friendly reports and dashboards that translate complex contact center data into actionable insights for Ford and Percepta leadership.

•Utilize Excel skills to build and enhance performance tracking tools, ensuring all formulas and data structures are efficient and scalable.

•Analyze and interpret data trends to identify performance gaps, providing specific recommendations to management to help meet program KPIs.

•Ensure the total integrity and accuracy of all reports and data exports prior to delivery to the client.

•Provide tracking for special initiatives, such as pilot programs or control group processes, to measure the impact of program changes.

•Program Maintenance •Maintain a deep understanding of the FSR platform and business objectives to ensure reporting and administrative tasks remain aligned with program goals.

•Review existing reporting structures regularly, recommending enhancements or the retirement of obsolete metrics to improve efficiency.

•Coordinate with internal Percepta reporting teams and outside vendors to ensure data consistency across all platforms.

•Ensure the prompt delivery of all recurring and one-time deliverables according to established schedules.

•Adapt to program launch needs and shifting priorities as the FSR program evolves.

•Miscellaneous •Work on activities and/or projects as requested by Ford client and Percepta Operations Manager.

•Represent Percepta in a professional manner, both internally as well as with outside organizations.

•Provide support and troubleshooting pertaining to dashboards and reporting What You Bring to the Role •High School diploma required.

•BA/BS degree in Technology, Business, Economics, or Statistics, or equivalent work-related experience preferred.

•Experience with reporting/analytics required.

(2 years) •Familiarity with call center processes and technology is required (1 years) •Ability to review internal telephony system reporting and understand core call center KPIs (handle time, wrap time, etc.) •Previous experience in a call center environment required.

(1 years) Skills •Strong analytical ability required.

•Must be able to draw conclusions from raw data and summarize results quickly and efficiently o Microsoft Excel skills
- ability to quickly gather and organize data off of Excel Sharepoint files and navigate formulas pivot tables with ease • Experience with MS office.

• Excellent written and verbal communication skills, specifically an ability to communicate effectively across all management levels o Ability to create one pagers/shareouts on trends, data, help needed, etc.

• Good problem-solving skills
- able to creatively resolve complex situations.

• A self-directed work style.

• Proven ability to manage multiple, concurrent activities.

• Proven ability to perform in a fast-paced environment and with minimal supervision.

• Strives to create a supportive environment conducive to continuous improvement.

• Translates problems into practical solutions.

Other • Call center environment • Knowledge of company systems and applications to support Percepta management.

• Provide excellent customer service for internal and external customers on questions and issues.

• Provide follow-up reporting for a variety of program initiatives.

• Position requires onsite presence 3 days/week and a professional at-home environment for days the work is done remotely.

• This position requires a high level of professional integrity.

Client and employee information must be kept confidential.

What You Can Expect Pay rate of $21.64 per hour 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) Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe.

Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.

At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity.

We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work.

As a global company, we know diversity is our strength.

It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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.

What You’ll Be Doing 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.

During a Typical Day, You’ll 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 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.

What You Bring to the Role High School Diploma required; Associate or Bachelor’s degree preferred Experience 2 years’ experience in a Customer Relations Contact Center or hospitality industry 2 years’ experience relationship building preferably at the corporate level Knowledge of the automotive industry a plus Experience in a luxury field (hospitality or brand product) a plus 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 What You Can Expect Pay rate of $18.34 per hour 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) About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe.

Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.

At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity.

We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work.

As a global company, we know diversity is our strength.

It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

#LI-onsite

At Percepta, we bring first-class service across each market we support.

As a Automotive Technical Specialis working in Detroit, 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.

What You’ll Be Doing The Technical Support Specialist's role is to consistently improve and maintain a high level of professional customer satisfaction by troubleshooting and aiding in resolving technical repair issues.

The Technical Support Specialist follows documented protocols for first-contact resolution, escalations to second-level support, and follow-up to resolve dealer technical concerns.

During a Typical Day, You’ll Responsibilities: • Initially lead in providing support resources and repair strategies to dealer service teams.

• Assist dealers’ technical assistance request.

• Provide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim.

• Provide real-time technical subject matter expertise to agents and dealer.

• Perform detailed claim analysis and adjudication per contract terms and contact handling processes.

• Place outbound calls to dealerships regarding the status of submitted claims within client-specified timeframes.

• Communicate with dealers and repair facilities in a professional, knowledgeable manner pertaining to claim adjudication and concerns if authorization will not be provided.

• Properly log all dealer contacts into the appropriate contact system, to allow for an accurate historical view of contacts from the CRC.

• Assist dealers via phone and email.

• Walk the dealer through all facets related to the escalating technical concerns.

• Escalate for additional assistance when needed.

Manage dealer escalation concerns/issues.

• Document processes where there are no current standards.

• Maintain a positive work environment that fosters team performance; support and contributes to open communication.

• Identify and report all concerns regarding the program to the appropriate Manager.

• Adhere to and support all Percepta business and quality initiatives and company policies and procedures.

• Attend and participate in team meetings.

• Demonstrate leadership capabilities.

What You Bring to the Role: Education • High School Diploma required • Associate’s degree preferred Experience •Minimum 2-3 years of customer service experience required •2 or more years of automotive technical knowledge or position-related experience required.

•Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training required •Diesel, Gas, Hybrid, and EV engine diagnosis and repair experience preferred •ASE, manufacturer, or state technician certifications in automotive service and/or repair preferred •Experience managing and maintaining application use preferred Skills • Strong communication, customer service, and organizational skills • Strong problem-resolution and decision-making skills • Ability to analyze repair shop diagnosis information to determine coverage eligibility • Ability to speak confidently about repair procedures • Excellent interpersonal skills • Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective • Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.) • Flexibility and adaptability in a fast-paced environment • Ability to analyze and solve problems.

• Communicate and articulate in a professional and effective manner both verbally and written.

• Ability to exercise independent judgment and decision-making.

• Reasoning ability and logical thinking.

• A good listener with a proven ability to build relationships with all types of people.

• Strong time management skills, attention to detail, and outstanding follow-up skills.

• The ability to work well under pressure with tight deadlines.

A little bit more about your role: •Must be able to work onsite in the 17333 Federal Dr.

Suite 220 Allen Park, Michigan 48101.

•8-hour shift between 8:00 am – 8:00 pm EST, 5 days per week.

What You Can Expect •Competitive Salary with Incentives •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) About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe.

Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.

At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity.

We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work.

As a global company, we know diversity is our strength.

It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

#LI-onsite