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Percepta · 21 hours ago

Automotive Claims Representative

Melbourne, FL

Full-time

Onsite

Entry, Mid Level

$16.50/hr - $16.50/hr

2+ years exp

Percepta is a company that provides first-class service across various markets. As an Automotive Claims Representative, you will analyze claims, communicate with customers and repair facilities, and ensure proper adjudication of claims while delivering exceptional customer service.

Customer ServiceOutsourcing

Responsibilities

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

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

Qualification

Automotive technical knowledgeClaims adjudicationCustomer service experienceNegotiation skillsIndependent judgmentReasoning abilityInterpersonal skillsEffective communicationFlexibilityAdaptabilityTeamwork

Required