Automotive Claims Representative

Expect more than a job.
Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as an Automotive Claims Representative experience the satisfaction of being part of a unique culture. As a Percepta team member, you can expect

Culture of Serviceto be treated like you are the customer from day oneTeamworkbelonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributionsRespecta team that is accountable, dependable and gives you their full attentionProactiveto surround yourself with solution-oriented people who strive to improve themselves, others and the organizationCareergrowth and lots of learning opportunities for aspiring mindsDiversitybe a part of our growing diverse and community-minded organization that is all about having fun!Competitive compensationwe 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.Do You:Like to work on your own car?Work at a dealership or auto parts store and are looking for a more comfortable opportunity?Like to help people who have questions about automotive repair?Then we have the full time opening for you.

What You’ll Be Doing

Handles inbound contacts (phone and web) from dealerships, independent repair facilities and customers to provide information and prior approval for automotive repairs in support of extended service contract business.

During a Typical Day, You’ll

Receive inbound contacts (calls and web) from dealerships, Competitive Make dealerships and independent repair facilities regarding extended service contract coverage and provides claims adjudication per contract terms and contact handling processesThrough use of technology and scripts listens to the callers' requests, and provides appropriate levels of authorization in an efficient professional mannerReceive inbound calls from contract holders to verify contract coverage or review claim participation issuesProcess prior approval request for repairs performed on company lease vehicles according to program guidelinesVerify cause of failure is covered under the service contract through the use of probing questionsIdentify when a requested repair is covered under another warranty, service contract, improper previous repair or pre-existing conditionAsk probing questions to obtain all pertinent claim informationUtilize web based automotive technical information to very repair procedures, labor time allowances and part pricing is consistent with recommended repairs and contract coverageRequest 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 contractEffectively negotiate part pricing and labor allowances when requiredCommunicate professional, grammatically correct verbal responses to customer concerns and inquiriesProperly log all customer contacts into appropriate contact system, to allow for an accurate historical view of a customer's contacts with the CRCIdentify and relay areas for improvement within the program and the CRC to the team leaderEscalate, as appropriate, identified customer inquiries and concernsMeet or exceed all program specific performance metricsContinuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer satisfaction and service level resultsSupport and sustain a positive work environment that fosters team performance through own work and behaviorBe receptive to performance feedback and work on improving own skillsHelp identify and resolve conflicts with sensitivity and tactWork on activities and/or projects as requested by Team Leader/Management

What You Bring to the Role

High School Diploma or equivalentMinimum 2-3 year of customer service experienceMinimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - preferredAbility to analyze repair shop claim information to determine contract coverageAbility to speak confidently about extended service business products and prior approval processAbility to utilize web based technical service information to complete the claim adjudication processExcellent 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 thinkingPercepta 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.

What You Can Expect

Pay rate of $85 MXN per hourLoyalty Bonus (as of the second year worked)12 days of vacationLegal Benefits:Vacation Bonus (25% - 1st year; 50% - successive years)Christmas Bonus (15 days)Restaurant Card (after 90 days of employment)Life Insurance (24 months of salary)Training and Development opportunities (Percepta College)Award-winning Employee Reward Program (Perci Perks)Employee Referral Program ($10,000 MXN after 90 days of employment)Employee Discount

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, breathe, and play by them everyday. As a Percepta team member, you can expect:

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