Automotive Claims Representative

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…