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Description

_Powertrain Assistance Center (PAC)_

At Percepta, we bring first-class service across each market we support. As a **_Technical Representative II_** 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

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* Receive inbound calls from competitive make dealerships and independent repair facilities regarding powertrain warranty claims adjudication per contract terms and contact handling processes.

* Receive inbound calls from F/L dealerships, competitive make dealerships, independent repair facilities, and vehicle owners regarding warranty process/policy and claims adjudication per contract terms and contact handling processes.

* Receive inbound calls from independent inspectors taking verbal inspections reports and documenting them in the appropriate systems.

* Receive inbound emails from 3 rd party vendors and process warranty claims for Motor craft products.

* Review digital photographs and supporting documentation.

* Provide real time powertrain related technical assistance to competitive make dealerships and independent repair facilities.

* Perform detailed claim analysis and adjudication per contract terms and contact handling processes.

* Place outbound calls to independent repair facilities and dealerships providing claim approval/denial details.

* Communicate with dealers and repair facilities in a professional, knowledgeable, empathetic manner pertaining to claim adjudication and concerns if authorization will not be provided.

* Provide assistance to F/L dealerships inquiring about the national powertrain network (NPN)

* Provide assistance to F/L dealerships submitting powertrain warranty registrations.

+ Properly log all dealer contacts into appropriate contact system, to allow for an accurate historical view of contacts from the CRC.

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

A Bit More About Your Role

* Ability to analyze repair shop diagnosis information to determine coverage eligibility

* Ability to read and understand workshop manual and electrical schematics

* Ability to speak confidently about repair procedures

* Proficiency with part numbers and parts catalog supersession pertaining to powertrain assemblies

* Excellent interpersonal skills

* Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective

* 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 analyze and solve problems

* Communicate and articulate in a professional and effective manner both verbally and written

* Ability to provide technical coaching and feedback to TSR I & II level agents

* Ability to exercise independent judgment and decision making

* Reasoning ability and logical thinking

* Strong computer and typing skills – speed and accuracy of 40-60 WPM required

* Intermediate computer skills required, i.e. Web Browsing, Email

* Two years of customer service experience with an emphasis on chat required

* Ability to maintain the highest level of confidentiality

* Basic knowledge of Microsoft Outlook, Excel, and Word preferred

* Ability to work in a team fostered environment

* Ability to work in a multi-tasked environment, while prioritizing and organize work

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:** 044YZ