Description

　　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

　　Establish rapport and portray a knowledgeable and courteous impression to the caller

　　Excellent interpersonal skills in a team environment

　　Communicate and articulate in an effective manner both verbally and written

　　Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)

　　Flexibility and adaptability in a fast-paced environment

　　Ability to exercise independent judgment and decision making

　　Reasoning ability and logical thinking

　　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 - 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 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.

　　Primary Location: US-FL-Melbourne

　　Req ID: 03STR