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Rewards Guide (Customer Service Representative) - Dearborn Automotive Industry

Zoek Pin Dearborn, MI


Permanent (Full time)

The Rewards Guides provides exceptional customer service support for the FordPass and Lincoln Access Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best in class service. The Rewards Guide will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics.

• Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information including:
o Utilizing available resources to accurately respond to customer inquiries through appropriate channels
o Corresponding with customers via mail channel as appropriate
• Responsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action
• Rewards Guides may be assigned to specialize, but will be cross-trained to support the functions of FordPass and Lincoln Access
• Provide inbound helpdesk support for member, dealer, and region employees on various issues including:
o User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads
o Website assistance to dealers and field personnel
o Dealer enrollment process
o Reviewing dealer parts statements
o Process program cancellation requests
• Determines the appropriate route for escalating complex issues based on the type of expertise required
• Document status of all interactions indicating appropriate outcome and follow up requirements
• Establish a rapport and build confidence in the Ford brand recognition by proactively promoting Ford products and services
• Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise - consistently courteous with customers
• Achieve 'world-class' service with each member where 'world-class' is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.
• Utilize all resources, including the call specific applications, to obtain the correct answer for the customer
• Document all actions in the appropriate call tracking system
• Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes
• Communicate customer service problem to Team Leader when necessary
• Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction
• Maintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologies
• Performs additional responsibilities or projects as assigned

• Minimum high school diploma required; college degree preferred

• Six (6) months of customer service/sales experience in a contact center operations environment desired
• Experience with customer contact system desired
• Understanding of dealership operations and processes are desired
• Microsoft Office (Word, Excel, Outlook)

• Bilingual Spanish and French verbal and written skills required for identified position(s)
• Strong listening and communications skills (written and oral); ability to understand and diffuse upset customers
• Ability to think logically and solve problems
• Ability to multitask effectively
• Demonstrates a high degree of professionalism at all times
• Customer service, interpersonal, and relationship-building skills
• Strong organizational, time management, planning, and problem-solving skills
• Team building skills, to work well within a close team environment - self-sufficient, resourceful and works well with minimal supervision

• 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

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, as a condition of employment. TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures 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 own unique way. But don't take our word for it - check out some our women in leadership and diversity awards on .

Company Description:

Percepta specializes in creating customer loyalty for their clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring over 20 years of customer service experience across each market we support.

Posted 7 days ago

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