Automotive Claims Specialist

2 weeks ago

Melbourne, Florida, United States Percepta Full time
Job Overview

Position Title: Automotive Claims Specialist

At Percepta, we pride ourselves on delivering exceptional service across the markets we serve. As an Automotive Claims Specialist, you will play a crucial role in crafting outstanding customer experiences while being part of a distinctive organizational culture.

Key Responsibilities:

  • Evaluate repair shop claim details to ascertain contract coverage.
  • Communicate confidently regarding extended service products and the prior approval process.
  • Utilize online technical service resources to facilitate the claims adjudication process.
  • Exhibit strong negotiation skills and a consultative approach.

Essential Skills:

  • Build rapport and present a knowledgeable and courteous demeanor to callers.
  • Demonstrate excellent interpersonal skills within a team setting.
  • Effectively communicate both verbally and in writing.
  • Possess a solid understanding of computer systems and software (including MS Office and web browsers).
  • Adapt to a dynamic work environment with flexibility.
  • Exercise independent judgment and decision-making abilities.
  • Utilize logical reasoning and critical thinking skills.

Qualifications:

  • High School Diploma or equivalent.
  • 2-3 years of experience in customer service.
  • Preferred: 1 year of recent experience as an automotive technician in diagnostics and repair.

What We Offer:

  • Competitive starting hourly rate.
  • Comprehensive Health, Dental, Vision, and Life Insurance.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA).
  • 401(k) plan with company matching.
  • Paid Vacation, Sick Time, and Holidays.
  • Tuition Reimbursement program.
  • Employee Assistance and Discount Programs.
  • Access to Training and Development Programs.
  • Employee Rewards Program.

Role Insights:

  • Handle inbound inquiries from dealerships and repair facilities regarding extended service contract coverage and claims processing.
  • Utilize technology and scripts to address caller requests efficiently and professionally.
  • Verify contract coverage and resolve claim participation inquiries from contract holders.
  • Process prior approval requests for repairs on company vehicles according to established guidelines.
  • Assess the cause of failure to ensure it aligns with service contract coverage.
  • Identify instances where repairs may be covered under other warranties or conditions.
  • Gather all necessary claim information through effective questioning.
  • Leverage online automotive technical information to confirm repair procedures and pricing.
  • Request additional information from repair facilities when necessary.
  • Negotiate pricing and labor allowances as required.
  • Document all customer interactions accurately for historical reference.
  • Identify opportunities for program improvement and communicate them to leadership.
  • Meet or exceed performance metrics specific to the program.
  • Continuously enhance call handling skills and knowledge to improve customer satisfaction.
  • Contribute to a positive work environment that promotes teamwork and collaboration.
  • Be open to feedback and actively work on personal development.
  • Assist with special projects as directed by management.

About Percepta:

Founded in 2000, Percepta operates contact centers globally, dedicated to providing seamless customer experiences. Our core values shape our organization, and as a member of our team, you can expect:

  • A culture of service that prioritizes customer satisfaction.
  • A supportive team environment that encourages growth and open communication.
  • A commitment to respect and accountability.
  • A proactive approach to problem-solving and improvement.
  • Opportunities for career advancement and learning.
  • A diverse and community-focused workplace.
  • Competitive compensation and benefits that support overall wellness.

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