Commercial Solutions Specialist - Automotive Industry (Remote)

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At Percepta, we bring first-class service across each market we support. As Commercial Solutions Specialist in Dearborn, MI(Remote), you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.<br><br><strong>What You’ll Be Doing<br><br></strong>The Position will serve as the primary technical support fort all FPI services: telematics, data services, fleet management, including multi-tier support and triage of customer issues associated with FPI software, hardware, and systems. Our approach is customer centric throughout the problem solving and customer support process. This role will demonstrate an innate ability to get to the root cause of the reported problems. The Position will be responsible for driving issues to resolution within SLA/issue management goals and communicate resolution efforts back to internal stakeholders, team members and the customer.<br><br><strong>During a Typical Day, You’ll<br><br></strong><ul><li> Be first point of contact for technical support.</li><li> Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.</li><li> Take ownership to resolve complex issues, working independently and cross functionally.</li><li> Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team, and Support Engineering.</li><li> Capture customer support issue trends and report to management</li><li> As needed general troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support</li><li> Update Customer & Internal Knowledge base as necessary based on customer calls and trends.</li><li> Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority.</li><li> Provide updates, status, and completion information to management.</li><li> Handle incoming email, phone, and chat contacts as required by process and provide high level of customer satisfaction.</li><li> Look for opportunities to improve turnaround time to customers.</li><li> Identify trends and report out on business improvement opportunities.</li><li> Backup Account business owner when he/she is either out of the office or not available.</li><li> Support Ford business owner by working closely together on escalated cases.</li><li> Manage customer handling processes.</li><li> Interact with Business Partners as needed including:</li><li> Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.</li><li> Keep abreast of anticipated program launches and changes.</li><li> Work with Manager of NA Operations on monthly business reports as needed.</li><li> Thrives in a remote environment Interact with the Percepta and client team as required to drive operational excellence.</li><li> Adhere to and support all Percepta and Business Partner quality initiatives, systems, and policies.</li><li> Support all Percepta Call Center policies and procedures.</li><li> Attend and participate in team meetings.</li><li> Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.</li><li> Complete training courses as directed by Operations and/or Training.</li><li> Complete additional tasks / projects as needed.<br><br></li></ul><strong>What You Bring To The Role<br><br></strong><ul><li> High school diploma required.</li><li> Associate degree or college degree preferred.<br><br></li></ul><strong>Experience<br><br></strong><ul><li> 3 years contact center experience required.</li><li> Previous experience working on a Percepta or Ford program advantageous.</li><li> Understanding of operations program handling processes preferred<br><br></li></ul><strong>Skills<br><br></strong><ul><li> Problem solving skills.</li><li> Excellent written, verbal and listening skills.</li><li> Strong empathy along with an awareness of customer/user loyalty drivers</li><li> Ability to work well with all levels of the organization.</li><li> Excellent organizational, time management and strong problem-solving skills.</li><li> Logical thinker</li><li> Proven ability to work in a fast-paced environment.</li><li> Works well independently and in a team environment.</li><li> Ability to multi-task<br><br></li></ul><strong>What You Can Expect<br><br></strong><ul><li> Health/Dental/Vision/Life Insurance</li><li> Flexible Spending Account (FSA) and Health Savings Account (HSA)</li><li> 401(k) with company match</li><li> Vacation/Sick Time and Paid Holidays</li><li> Tuition Reimbursement</li><li> Employee Assistance Program</li><li> Employee Discount Program</li><li> Training and Development Programs (Percepta College)</li><li> Employee Rewards Program (Perci Perks)<br><br></li></ul><strong>About Percepta<br><br></strong>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.<br><br>Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:<br><br><ul><li>Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.</li><li>Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.</li><li>Leave it better – We take ownership and leave every process, person, and place better than we found it.</li><li>Win together – We succeed as one—celebrating, supporting, and showing up for each other.</li><li>Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.<br><br></li></ul>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.<br><br>US-MI-Dearborn<br><br>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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