Technical Service Representative II - PAC

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

• • 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 3rd 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…