**Description** **_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 Leader/Management. **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 that is accountable, dependable and gives you their full attention **Proactive** – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization **Career** **Growth** - lots of learning opportunities for aspiring minds **Diversity** - be a part of our growing diverse and community-minded organization that is all about having fun! **Competitive Compensation** – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness. _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. Percepta is an Equal Opportunity Employer._ **Primary Location:** US-FL-Melbourne **Req ID:** 041VA