Automotive Claims Representative

What You’ll Be Doing

• 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

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

What You Can Expect

• Hourly rate of 16.50/hr
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

A Bit More About Your Role

• 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