Job Location : Melbourne,FL, USA
Automotive Claims Representative
At Percepta, we bring first-class service across each market we support. As a Automotive Claims Representative in Melbourne Florida, 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
• Ability to analyze repair shop claim information to determine contract coverage
• Ability to speak confidently about extended service business products and prior approval process
• Ability to utilize web based technical service information to complete the claim adjudication process
• Excellent negotiation skills and consultative approach
What You Bring to the Role
• High School Diploma or equivalent
• Minimum 2-3 year of customer service experience
• Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - preferred
What You Can Expect
• Starting hourly rate of 16.50
• 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)
A Bit More About Your Role
• Receive inbound contacts (calls and web) from F/L dealerships, Competitive Make dealerships and independent repair facilities regarding extended service contract coverage and provides claims adjudication per contract terms and contact handling processes
• Through use of technology and scripts listens to the callers' requests, and provides appropriate levels of authorization in an efficient professional manner
• Receive inbound calls from contract holders to verify contract coverage or review claim participation issues
• Process prior approval request for repairs performed on company lease vehicles according to program guidelines
• Verify cause of failure is covered under the service contract through the use of probing questions
• Identify when a requested repair is covered under another warranty, service contract, improper previous repair or pre-existing condition
• Ask probing questions to obtain all pertinent claim information
• Utilize web based automotive technical information to very repair procedures, labor time allowances and part pricing is consistent with recommended repairs and contract coverage
• Request additional information from the repair facility (digital photos, technical escalation or physical inspection) when automotive knowledge indicates the recommended repair may not be covered by the contract
• Effectively negotiate part pricing and labor allowances when required
• Communicate professional, grammatically correct verbal responses to customer concerns and inquiries
• Properly log all customer contacts into appropriate contact system, to allow for an accurate historical view of a customer's contacts with the CRC
• Identify and relay areas for improvement within the program and the CRC to the team leader
• Escalate, as appropriate, identified customer inquiries and concerns
• Meet or exceed all program specific performance metrics
• Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer satisfaction and service level results
• Support and sustain a positive work environment that fosters team performance through own work and behavior
• Be receptive to performance feedback and work on improving own skills
• Help identify and resolve conflicts with sensitivity and tact.
• Work on activities and/or projects as requested by Team Leader/Management.
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, breath and play by them
every
day
. As a Percepta team member, you can expect:Culture of Service
Teamwork
Respect
Proactive
CareerGrowth
Diversity
Competitive Compensation
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.