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. What You’ll Be Doing 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. During a Typical Day, You’ll · Be first point of contact for technical support. · Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. · Take ownership to resolve complex issues, working independently and cross functionally. · Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team, and Support Engineering. · Capture customer support issue trends and report to management · As needed general troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support · Update Customer & Internal Knowledge base as necessary based on customer calls and trends. · Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority. · Provide updates, status, and completion information to management. · Handle incoming email, phone, and chat contacts as required by process and provide high level of customer satisfaction. · Look for opportunities to improve turnaround time to customers. · Identify trends and report out on business improvement opportunities. · Backup Account business owner when he/she is either out of the office or not available. · Support Ford business owner by working closely together on escalated cases. · Manage customer handling processes. · Interact with Business Partners as needed including: o Attend Business Partner meetings to resolve issues and discuss program changes and enhancements. o Keep abreast of anticipated program launches and changes. · Work with Manager of NA Operations on monthly business reports as needed. · Thrives in a remote environment Interact with the Percepta and client team as required to drive operational excellence. · 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. · Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance. · Complete training courses as directed by Operations and/or Training. · Complete additional tasks / projects as needed. What You Bring to the Role · High school diploma required. · Associate degree or college degree preferred. Experience · 3 years contact center experience required. · Previous experience working on a Percepta or Ford program advantageous. · Understanding of operations program handling processes preferred Skills · Problem solving skills. · Excellent written, verbal and listening skills. · Strong empathy along with an awareness of customer/user loyalty drivers · Ability to work well with all levels of the organization. · Excellent organizational, time management and strong problem-solving skills. · Logical thinker · Proven ability to work in a fast-paced environment. · Works well independently and in a team environment. · Ability to multi-task 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 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-Remote

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. What You’ll Be Doing 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. During a Typical Day, You’ll · Be first point of contact for technical support. · Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. · Take ownership to resolve complex issues, working independently and cross functionally. · Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team, and Support Engineering. · Capture customer support issue trends and report to management · As needed general troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support · Update Customer & Internal Knowledge base as necessary based on customer calls and trends. · Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority. · Provide updates, status, and completion information to management. · Handle incoming email, phone, and chat contacts as required by process and provide high level of customer satisfaction. · Look for opportunities to improve turnaround time to customers. · Identify trends and report out on business improvement opportunities. · Backup Account business owner when he/she is either out of the office or not available. · Support Ford business owner by working closely together on escalated cases. · Manage customer handling processes. · Interact with Business Partners as needed including: o Attend Business Partner meetings to resolve issues and discuss program changes and enhancements. o Keep abreast of anticipated program launches and changes. · Work with Manager of NA Operations on monthly business reports as needed. · Thrives in a remote environment Interact with the Percepta and client team as required to drive operational excellence. · 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. · Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance. · Complete training courses as directed by Operations and/or Training. · Complete additional tasks / projects as needed. What You Bring to the Role · High school diploma required. · Associate degree or college degree preferred. Experience · 3 years contact center experience required. · Previous experience working on a Percepta or Ford program advantageous. · Understanding of operations program handling processes preferred Skills · Problem solving skills. · Excellent written, verbal and listening skills. · Strong empathy along with an awareness of customer/user loyalty drivers · Ability to work well with all levels of the organization. · Excellent organizational, time management and strong problem-solving skills. · Logical thinker · Proven ability to work in a fast-paced environment. · Works well independently and in a team environment. · Ability to multi-task 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 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-Remote

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Location: Remote – Michigan residents Do you have an analytical mind, enjoy working with people and know how an auto dealership works? Would you like to work from home? This could be a great opportunity for you! As a remote Warranty Pre-Authorization Specialist at Morley, you'll support the warranty pre-approval program for a major domestic automotive client. What to Expect - Work closely with automotive dealers on the pre-approval program. - Most of the time, work out of your queue and email to pre-authorize the replacement of warranty components and review warranty claims. - At times, take calls from dealers who have questions about their decision or need help sending in their request using the app. - In cases where additional clarification is needed, call the dealer to get things figured out. What You'll Do - Serve as an expert consultant to dealership service managers on warranty administration and service operations. - Provide excellent customer service. - Analyze and identify warranty waste-reduction areas. - Help ensure the client’s warranty policies, bulletins and procedures are applied consistently. - Support the client's brand quality managers and engineering teams. - Deliver services that meet quality and productivity goals. - Offer timely and accurate solutions through inbound and outbound conversations (including phone calls, chats, emails and other communications as needed) while keeping a positive and upbeat attitude. Qualifications - Have an understanding of the automotive dealership environment. - Professional communication (written and spoken) and negotiation skills. - Excellent interpersonal skills. - Able to listen closely with attention to detail. - Analytical and organizational skills, process-oriented approach. - A positive, self-starter attitude with a solid work ethic and ability to meet deadlines. - Computer proficiency. - Typing skills (at least 35 WPM). Requirements - High school diploma or equivalent. - One or more years of customer service experience (previous call center work, retail, restaurant, fast food, hotel or any role where you interacted with customers). - Able to work shifts within the center's hours of operation: - Monday - Friday, 8 a.m. - 8 p.m. Eastern time. - Saturday, 8 a.m. - 5 p.m. Eastern time. - Must be able to stick to the schedule reliably. Benefits - Medical and prescription coverage. - Dental and vision insurance. - Paid time off. - Associate wellness program with rewards for annual checkups. - Programs to quit tobacco use and manage chronic conditions (e.g., diabetes, asthma). - 401(k) with match. - Flexible spending account (FSA). - Life insurance. - Company-paid short- and long-term disability insurance. - 24/7 online access to doctors through Teladoc. - 24/7 nurse help desk. - Patient advocacy with free 24/7 support for benefit questions and claims. - Guidance for family, financial and estate planning (including wills). Company Description Our mission is to deliver extraordinary experiences. We do this by leading with humility, embracing everyone, sweating the details and moving mountains (making the impossible possible) – for our associates and for the world-leading companies that partner with us. We are an Equal Opportunity Employer and promote a caring and respectful work environment. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. As part of this commitment, we provide reasonable accommodations for those with disabilities. If you need reasonable accommodation to participate in the application or interview process, please contact talentacquisition@morleynet.com.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Senior Manager of Customer Service is responsible for building strategy and driving to achieve company goals while providing best-in-class B2B customer experience, financial performance, and employee engagement. Additionally, this role aligns customer service activities and initiatives throughout our Fortune Brands organization often partnering with sales, logistics, distribution, operations, and marketing to support customer priorities and service. Work Location: This is a remote role where candidates will be eligible to work anywhere in the United States. Responsibilities: - Lead a team of remote customer service Managers and Associates in the US and Mexico to deliver best-in-class service. - Implement best operating practices to drive continuous improvement, innovation, and excellent service. - Drive strategies and programs that include all aspects of operational performance, employee engagement, change management, succession planning, and talent management activities. - Meet department financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions. - Prepare and present regular reports on department performance, customer feedback, and key metrics. Use data to inform decision-making and strategy development. - Maintain professional and technical knowledge by tracking emerging trends in customer service operations management. - Align customer service activities and initiatives throughout the organization by partnering cross-functionally with sales, logistics, distribution, operations, and marketing to support customer priorities and service. - Customer-focused, results-driven, and adaptable. Ability to work under pressure and manage multiple priorities. - Ensure efficient operations, including staffing, scheduling, and resource allocation. Monitor metrics and performance indicators, including call and e-mail management. - Strong leadership and interpersonal skills. Excellent communication and problem-solving abilities. Proficiency in call center software and CRM systems. - Analytical mindset with the ability to interpret data and make informed decisions. - Drive the strategy for customer service operations, focusing on enhancing customer experience and evolving best practice call center tactics and technology. - Oversee training programs for customer service staff. Ensure ongoing development and skill enhancement. Qualifications - Bachelor’s degree is required. - Minimum of 7-10 years of experience in a call center industry to include prior experience in a leadership capacity. - Awareness of customer service industry trends and technological advances. - Demonstrated knowledge of Microsoft Office tools. - Ability to plan and execute based on analytics. - Knowledge of call, order, OCR, and workforce management systems. - Proven success in leading cross-functional teams and projects. Benefits - Comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for unique needs. - Robust health plans. - Market-leading 401(k) program with a company contribution. - Product discounts. - Flexible time off benefits. - Adoption benefits. - Numerous Employee Resource Groups (ERGs) to foster a sense of belonging for all associates. Equal Employment Opportunity Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic. Reasonable Accommodations Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information. Important Notice To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.