Responsibilities

• The Marketing Program Headquarters (MPH) Program is the main contact center within the Melbourne Business Assistance Center (MLB BAC), which provides live agent support for inbound to customer inquiries related to current incentives, vehicle inquiries, campaign fulfillment, direct to consumer marketing programs, and other Ford Motor Company general requests.
• The main objective of the center is to positively influence the purchasing decisions of consumers by answering inquiries, educating consumers on Ford vehicle competitive advantages and sales incentives, locating dealerships and vehicles, scheduling vehicle test drives and following up on their experience.
• The Consumer Marketing Consultant CMC is an agent role for the MPH Program Team.
• The CMC will provide customer support at various touchpoints throughout customer journey. This includes inquiries related to product requests, sales/marketing information, technical difficulties associated with the various points of the ownership experience, test drive scheduling, incentive eligibility, opt out / privacy preferences related to marketing communications, and inquiries regarding online consumer tools and resources.
• During a Typical Day, You’ll
• Manage new and existing workloads within established standard timeframes and applicable program guidelines.
• Research and resolve complex customer inquiries and concerns, including escalated issues that require assistance from business partners and/or clients.
• Handle inbound customer inquiries and concerns in a timely, professional, and efficient manner.
• Maintain current knowledge of functional areas, company policies, procedures, products, and services through desk drops, recurring training, and other learning resources.
• Educate customers on client products, services, features, and available resources.

Requirements

• High School Diploma or equivalent required
• Minimum 1 year experience in sales, marketing, customer service, or any combination thereof - required
• Minimum 1 years’ experience in contact center environment - required
• Problem-solving abilities for resolving basic to complex matters
• Genuine desire for interacting and building relationships.
• Exhibit excellent interpersonal, written, and oral communication skills.
• Present a professional and polished demeanor escorting the customer through their inquiries.
• Ability to work in a team fostered environment.
• Self-sufficient, resourceful and works well with minimal supervision
• Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Chat, Microsoft Excel and Word

Preferred

• Knowledge and passion of the Automotive Industry and cutting-edge technology – preferred

Benefits

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• 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)