Automotive Claims Representative

Ttec

Melbourne, FL

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Adjudication, Analysis Skills, Automotive Industry, Automotive Technology, Claims Processing, Communication Skills, Computer Software, Continuous Improvement, Contract Negotiation, Contract Review, Customer Experience, Customer Satisfaction, Customer Support/Service, Diversity, High School Diploma, Insurance, Interpersonal Skills, Maintenance - Electrical, Maintenance Services, Microsoft Internet Explorer Browser, Microsoft Office, Negotiation Skills, Performance Metrics, Powertrain, Pricing, Scripting (Scripting Languages), Service Delivery, Team Lead/Manager, Training Program, Training/Teaching

LOCATION

Melbourne, FL

POSTED

4 days ago

Automotive Claims RepresentativeAt 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 approachEstablish rapport and portray a knowledgeable and courteous impression to the callerExcellent interpersonal skills in a team environmentCommunicate and articulate in an effective manner both verbally and writtenStrong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)Flexibility and adaptability in a fast-paced environmentAbility to exercise independent judgment and decision makingReasoning ability and logical thinkingWhat 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 - preferredWhat You Can Expect • 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)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 Leader/Management.About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.Leave it better – We take ownership and leave every process, person, and place better than we found it.Win together – We succeed as one—celebrating, supporting, and showing up for each other.Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out.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. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.#LI-remote#LI-onsitePercepta 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.

About the Company

Ttec

We are a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. Learn more about our company values and how we support gender diversity, including through a leadership program that empowers the women of TTEC.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

EMPLOYEE BENEFITS

Paid Sick Days, Parking, Performance Bonus, Prescription Drug Coverage, Professional Development, 401K, Employee Referral Program, Flexible Spending Accounts, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Game Rooms, Life Insurance, Merchandise Discounts, On Site Cafeteria

WEBSITE

http://www.ttecjobs.com