Automotive Claims Representative (Bilingual… at TTEC · Mexico…

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

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 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

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

• 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

• 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.

What You Can Expect

• Pay rate of $85 MXN per hour
• 48 hours per week
• Loyalty Bonus (as of the second year worked)
• 12 days of vacation
  • 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 every day. As a Percepta team member, you can expect:

• 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 together by lifting each other up, influencing one another for the better, and ensuring everyone wins.
• Deliver Remarkable – We engage openly and with curiosity to co-create bold ideas that connect and inspire.
• Career Growth – We provide 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

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