Auto Claims Specialist – Customer Champion

Job Description – Automotive Claims Representative (04C1R)

At Percepta, we bring first-class service across each market we support. As an Automotive Claims Representative in Melbourne Florida, you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

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 effectively, 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.

• 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.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs (Percepta College).

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.

Use technology and scripts to listen to the callers’ requests, and provide appropriate levels of authorization efficiently and professionally.

Receive inbound calls from contract holders to verify 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 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 the 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, system 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.

Percepta is a proud equal-opportunity employer. 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 is an equal opportunity employer.

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.