Dealer Assistant Jobs in Michigan (NOW HIRING)

What Youll Be Doing
The Warranty Dealer Advocate Lead is a subject matter expert responsible for investigating and resolving warranty inquiries and responding to questions and concerns regarding warranty claim submission in a professional and timely manner. The Warranty Dealer Advocate Lead works at a very high level of effectiveness providing help in all areas of warranty administration for the dealer population. This role works at the direction of the operations manager producing required results by providing correct and timely answers to warranty questions and issues through learned knowledge of the business by way of providing assistance to the dealership warranty advocates and dealers with cases. As an experienced dealer warranty advocate, the Warranty Dealer Advocate Lead assists the Warranty Advocates on the team finding information, answering questions, offering suggestions, and potentially training new team members. The Dealership Warranty Advocate Lead has learned the full suite of warranty applications and publications and meets or exceeds productivity, accessibility, and quality assurance.

During a Typical Day, Youll

Acts as a subject matter expert for all warranty questions for the client, dealerships and the internal team.

Maintains detailed knowledge of: Warranty & Policy Manual, One Warranty Solution (OWS) Claiming User Guide, Ford Lincoln Protect Admin Manual, Fleet Program Manual and Part Coverage Directory.

Uses all available resources to assist the dealer getting a warranty claim submitted and paid; follows status using the OWS and the online Automotive Service Information System (OASIS)

Communicates and works closely with client management, the warranty administration team, dealerships, regional personnel, the Ford Global Warranty Operations (GWO) Team and Ford IT to develop and improve the Ford Warranty Claiming System intake and case tracking.

Acts as single point of contact and escalation analyst for all questions directed to Ford management including WPAC (Warranty Parts Analysis Center), MVC Misbuild claims, DDCR (Dealer Decided Claim reversal), DDAP, Assessing, OWS

Act as the Lead Advocate for any outstanding or unresolved claims from Warranty Advocates and Dealers and ensuring a resolution.

Uses the Global Contact Center Technology/Unified Service Desk system to keep detailed notes on cases and appropriately update the dealership on status.

Resolve Misbuild Vehicle Concerns by obtaining the dealer order receipt acknowledgement to research the concern in the order guide, contact the assembly plant to confirm/deny the misbuild condition, communicate to the dealer on claim concerns and assess all misbuild vehicle claims in OWS

Research and approve warranty parts appeals to resolve warranty parts analysis concerns

Liase with the Zone Manager in claiming and policy concerns

Assess claims to ensure the claim qualifies for a dealer decided claim reversal (DDCR) and process the claim

Keep the one warranty system up to date

Coach and train new administrative team members and dealer management on the claiming process

Assist the assessing team with web-based appeals by directing to the appropriate department

Assist dealers in the community with on-going issues and keep updated on status

Identify and resolve one warranty solution escalated reject issues with the appropriate teams

Manage communication of issues and corrections with the team to keep them up to date on current processes

Manage a spreadsheet of all issues and each correction

Meet with the client regularly about ongoing issues

Analyze trends in contact data and other internal data that indicate repetitive Dealership concerns and identify opportunities for improvements. Develop these opportunities into action /implementation plans for management and work with the appropriate Ford and Dealerships teams to reduce Dealership pain points.

Provide feedback on improvement implementation plans to the client and Percepta management teams.

Continuously learn and improve program knowledge including the warranty suite of applications/publications, system knowledge enhancing Dealership satisfaction and service levels.

Partner with Global Warranty Administrator and Warranty Escalation Analysts on claims analysis audits, OWS escalations ensuring advocacy for Dealerships, metrics tracking and validation, and training initiatives.

What You Bring to the Role

Education

High school diploma required

Ford Master Certification as Warranty Administrator preferred

Experience

Minimum of six years experience with or in a combination of:

oDealership Warranty Administrator at a Ford or Lincoln Dealership

oPrior Dealership Warranty Advocate experience

oWarranty-related or Recall-related work at an OEM (preferably at Ford), or

oService Technician experience (preferably at a Ford or Lincoln Dealership)

Skills

Leadership, negotiation and managing client relationships

Effective communication with customers, managers, and co-workers through strong oral, written, and influential communication and presentation skills

Ability to multi-task; including ability to manage multiple programs and business partners as needed

Coaching and mentoring skills

Trusted team member

Models a high level of integrity, judgement, and leadership in making decisions

Team building skills

Time management and organizational skills

Project management skills

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)

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 groundedso people and ideas have room to grow.
• Service beyond self We serve othersclients, customers, and teammateswith 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 onecelebrating, 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.

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