Dealership Warranty Advocate - Percepta : Job Details

At Percepta, we bring first-class service across each market we support. As a Dealership Warranty Advocate 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.

The Dealership Warranty Advocate is responsible for investigating/resolving warranty inquiries and responding to questions/concerns regarding warranty claim submission in a professional and timely manner. This role is responsible for communicating with client management, the Warranty Administration Team, Dealerships, and Regional Personnel via phone and written communication. The Dealership Warranty Advocate is also obligated for learning the full warranty suite of applications/publications and is expected to achieve customer service levels and business performance goals.

During a Typical Day, You'll:

• Investigate and resolve Dealerships' warranty issues in a timely and professional manner which involves communicating with the appropriate teams from the Dealerships, the client management, Regional staff, and other entities to obtain the necessary information to successfully resolved the issues.
• Document each contact in the appropriate system and create/maintain all contact communications.
• Utilize Automotive Warranty systems for claims review and processing.
• 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 Automotive Client 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.
• Ensure adherence to the client's record retention policy.
• Work on activities and/or projects as requested by management.

What You Bring to the Role:

• High School diploma required; College Degree preferred
• 3-5 years of experience required in one of or a combination of the following areas:
• Dealership Warranty Administration (preferably at a major automotive Dealership), or
• Warranty-related or Recall-related work at an OEM, or
• Service Technician experience (preferably at a major automotive Dealership)

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 every day. 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 the value in 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.

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. 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 bank account details from applicants at any point in the recruitment process.