Role Description Under supervision, this position is responsible for working on the phone all day in a call center to assist members and physicians by responding to telephone and written inquiries in a prompt, accurate and objective manner. Duties include: - Conducting research - Spending approximately 85% of the scheduled time on the phone according to business need Qualifications - High school diploma OR GED - 6 months customer service experience OR 6 months experience in an office environment - Data entry and/or typing experience - Interpersonal, verbal and written communication skills - Analytical and organizational skills and independent decision making skills - Ability to spend approximately 90% of the scheduled time on the phone according to business needs and sit for long periods of time with scheduled breaks Requirements - 9 months customer service experience (preferred) - Experience working with various lines of business, i.e. CDHP, Medicare, Wellness, and Disease Management (preferred) - Knowledge of medical terminology and anatomy (preferred) - Proven ability to learn quickly and adapt to change (preferred) - Referral preference given to applicants able to take and meet testing criteria (preferred) Benefits - Health and wellness benefits - 401(k) savings plan - Pension plan - Paid time off - Paid parental leave - Disability insurance - Supplemental life insurance - Employee assistance program - Paid holidays - Tuition reimbursement - Other incentives Company Description We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.

Role Description 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, You’ll - Act as a subject matter expert for all warranty questions for the client, dealerships and the internal team. - Maintain 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. - Use all available resources to assist the dealer getting a warranty claim submitted and paid; follow status using the OWS and the online Automotive Service Information System (OASIS). - Communicate and work 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. - Act 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. - Use 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. Qualifications - High school diploma required. - Ford Master Certification as Warranty Administrator preferred. Requirements - Minimum of six years’ experience with or in a combination of: - Dealership Warranty Administrator at a Ford or Lincoln Dealership. - Prior Dealership Warranty Advocate experience. - Warranty-related or Recall-related work at an OEM (preferably at Ford). - Service Technician experience (preferably at a Ford or Lincoln Dealership). - 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. Benefits - 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). Company Description 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. - 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.

Role Description 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 involves communication with client management, the Warranty Administration Team, Dealerships, and Regional Personnel via phone and written communication. The Dealership Warranty Advocate is also obligated to learn 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. - 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 to identify opportunities for improvements. - Develop opportunities into action/implementation plans for management. - 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. - Partner with Global Warranty Administrator and Warranty Escalation Analysts on claims analysis audits. - Ensure adherence to the client’s record retention policy. - Work on activities and/or projects as requested by management. Qualifications - 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). - Warranty-related or Recall-related work at an OEM. - Service Technician experience (preferably at a major automotive Dealership). Benefits - Health/Dental/Vision/Life Insurance. - Pay of $23 per hour. - 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). Company Description Established in 2000 as a joint venture with TTEC, Percepta has 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. - 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.

Customer Advocate, Remote Location: Canton, OH, USA $17.00/hr + longevity & performance incentives Full-time Benefits: Medical, Dental, Vision, Competitive Salary, PTO Job Description: Customer Advocate – Full‑Time (Remote) Disabled Veteran Solutions (DVS) A Career With Purpose - Not Just a Job Tired of Watching Gas Prices Climb While Your Paycheck Shrinks? Imagine a job where your commute is exactly 14 steps from your bed to your desk. Where your "rush hour" is the time it takes to pour your morning coffee. Where your car stays parked, your wallet stays fuller, and your time stays yours. At DVS, we believe your career should elevate your life - not drain it at the pump. That's why this 100% remote Customer Advocate role is built for people who want stability, purpose, and the freedom to work from home without sacrificing professional growth. Why You'll Love Working From Home With DVS - Keep your money - no gas, no tolls, no surprise car repairs - Keep your time - reclaim 5–10 hours a week from commuting - Keep your sanity - no traffic, no weather delays, no road rage - Keep your comfort - work in your favorite hoodie, with your favorite mug - Keep your momentum - grow your career without uprooting your life Remote work isn't just a perk here - it's a lifestyle upgrade The Role: Where Compassion Meets Precision As a Customer Advocate, you'll be the steady, supportive voice helping members navigate healthcare questions, medications, appointments, and benefits. You'll handle 50–70 interactions per day, balancing empathy with technical skill. You'll shine if you're confident with: - Real‑time system navigation - Accurate documentation - Microsoft Office proficiency - Clear, professional communication - Process consistency and compliance This is a structured, fast‑paced environment - perfect for someone who thrives on purpose and precision. Training & Schedule Full‑Time | Remote | Monday–Friday - Paid Training (8 weeks): 8:00 AM – 4:30 PM EST Attendance is 100% mandatory - we invest heavily in your success. - Permanent Schedule: Must have availability between the hours of 8:00 AM and 8:00 PM. - Start Date: June 22, 2026 This role is built for reliability, consistency, and long‑term commitment. What You Bring - High School Diploma (Associate degree preferred) - Experience handling complex or sensitive customer interactions - Strong Microsoft Word, Excel, Outlook, and Teams skills - Ability to navigate multiple systems at once - Excellent attention to detail - Clear, professional communication - Bonus Points For - Call‑center or high‑volume environments - Healthcare or insurance experience - Advocacy‑based roles (social work, behavioral health) - Retail or service roles requiring problem‑solving What You Get - Competitive pay - Bonus opportunities - Comprehensive benefits - Clear advancement pathways - A mission‑driven team that values your growth At DVS, you're not just filling a seat - you're building a career with purpose. Who Thrives Here People who love structure. People who take pride in accuracy. People who care deeply about helping others. People who want a stable, long‑term career - without sacrificing their home life. If you're dependable, technically confident, and ready to grow, you'll fit right in. Ready to Build a Career That Works for Your Life - Not Against It? Your future is calling... and you don't even have to leave the house to answer. A pre-employment drug screening and criminal background check are required prior to employment.