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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

* 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:** 044DD