Automotive Claims Representative

Automotive Claims RepresentativeAt Percepta, we bring first-class service across each market we support. As an 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 coverageAbility to speak confidently about extended service business products and prior approval processAbility to utilize web based technical service information to complete the claim adjudication processExcellent negotiation skills and consultative approachEstablish rapport and portray a knowledgeable and courteous impression to the callerExcellent interpersonal skills in a team environmentCommunicate and articulate in an effective manner both verbally and writtenStrong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)Flexibility and adaptability in a fast-paced environmentAbility to exercise independent judgment and decision makingReasoning ability and logical thinkingWhat You Bring to the Role:High School Diploma or equivalentMinimum 2-3 year of customer service experienceMinimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - preferredWhat You Can Expect:Hourly rate of $16.50/hrHealth/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k)Vacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining 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 processesThrough use of technology and scripts listens to the callers' requests, and provides appropriate levels of authorization in an efficient professional mannerReceive inbound calls from contract holders to verify contract coverage or review claim participation issuesProcess prior approval request for repairs performed on company lease vehicles according to program guidelinesVerify cause of failure is covered under the service contract through the use of probing questionsIdentify when a requested repair is covered under another warranty, service contract, improper previous repair or pre-existing conditionAsk probing questions to obtain all pertinent claim informationUtilize web based automotive technical information to very repair procedures, labor time allowances and part pricing is consistent with recommended repairs and contract coverageRequest 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 contractEffectively negotiate part pricing and labor allowances when requiredCommunicate professional, grammatically correct verbal responses to customer concerns and inquiriesProperly log all customer contacts into appropriate contact system, to allow for an accurate historical view of a customer's contacts with the CRCIdentify and relay areas for improvement within the program and the CRC to the team leaderEscalate, as appropriate, identified customer inquiries and concernsMeet or exceed all program specific performance metricsContinuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer satisfaction and service level resultsSupport and sustain a positive work environment that fosters team performance through own work and behaviorBe receptive to performance feedback and work on improving own skillsHelp identify and resolve conflicts with sensitivity and tactWork on activities and/or projects as requested by Team Leader/ManagementAbout Percepta: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.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.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.