Automotive Claims Representative

At 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.

• Analyze repair shop claim information to determine contract coverage.
• Speak confidently about extended service business products and prior approval process.
• Utilize web‑based technical service information to complete the claim adjudication process.
• Employ excellent negotiation skills and a consultative approach.
• Establish rapport and portray a knowledgeable and courteous impression to the caller.
• Demonstrate strong interpersonal skills in a team environment.
• Communicate and articulate effectively both verbally and in writing.
• Have strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.).
• Display flexibility and adaptability in a fast‑paced environment.
• Exercise independent judgment and decision making.
• Apply reasoning ability and logical thinking.

• High School Diploma or equivalent.
• Minimum 2–3 years 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.

• Hourly rate of $16.50/hr.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k).
• 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).

• Receive inbound contacts (calls and web) from F/L dealerships, Competitive Make dealerships and independent repair facilities regarding extended service contract coverage and provide claims adjudication per contract terms and contact handling processes.
• Using technology and scripts, listen to callers’ requests and provide 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 requests for repairs performed on company lease vehicles according to program guidelines.
• Verify cause of failure is covered under the service contract through 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 verify repair procedures, labor time allowances and part pricing are 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 the appropriate system, allowing 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 communication 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.

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.

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