**Description** **_ESP Prior Approval Technical Service Representative I_** At Percepta, we bring first-class service across each market we support. As a **_ESP Prior Approval Technical Service Representative I_** 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. **_ESP Prior Approval Technical Service Representative I_** handles inbound contacts (phone and web) from Ford and Lincoln (F/L) dealerships, independent automotive repair facilities and customers to provide information and prior approval for automotive repairs in support of Ford Motor Company’s extended service contract business. **What You’ll Be Doing** * 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 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 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 **What You Bring to the Role** * High School Diploma or equivalent * Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience – preferred * Minimum 2-3 years of customer service experience * Basic automotive technical aptitude required. * Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - preferred * Required English Language Skills: o Written: High o Verbal: High * Required Spanish Language Skills: o Written: High o Verbal: High * 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 **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. _Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process._ _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:** 041QD