Technical Service Representative II

At Percepta, we bring first-class service across each market we support. As a Technical Service Representative II in Melbourne, Florida, you’ll be part of creating and delivering amazing customer experiences while enjoying a unique culture.

Responsibilities

• Review claims received in assigned sort groups via Company's claim payment system (OWS) to determine if claims meet policy guidelines.
• Pay claims to the dealer if all policy guidelines are met.
• Communicate rationale for denying or adjusting claims to the dealership if claims fail to meet policy.
• Analyze claims requiring manual payment to determine eligibility.
• Exercise sound judgment in balancing policy and dealer satisfaction when deciding to pay or reject claims.
• Recognize system issues and forward them to the OWS team or leadership for correction.
• Analyze various claims reports to determine claim validity.
• Communicate claim chargebacks to dealers based on business rules.
• Assist the hotline with questions and concerns regarding program guidelines.
• Provide backup support to Prior Approval operations when needed.
• Identify process improvements and best practices as needed.
• Complete additional tasks and projects as assigned.

Requirements

• High School diploma or equivalent required; some college coursework desired.
• Mechanical automotive background required.
• Familiarity with OASIS and ACESII is desired but not required.
• Excellent time management and organizational skills.
• Excellent written and verbal communication skills.
• Effective analytical and problem-solving skills.
• Strong attention to detail.
• Displays professionalism and a positive attitude.
• Ability to effectively communicate with customers, managers, and coworkers.
• Ability to multitask and prioritize assignments.

About Percepta

Established in 2000, Percepta operates contact centers globally, delivering a frictionless customer experience to clients. Our values shape our culture:

• Culture of Service: Treated like a customer from day one.
• Teamwork: Supportive family environment fostering growth, trust, and open communication.
• Respect: Accountable and dependable team that values your contributions.
• Proactive: Surround yourself with solution-oriented people improving the organization.
• Career Growth: Learning opportunities for aspiring minds.
• Diversity: Part of a growing, diverse, and community-minded organization.
• Competitive Compensation: More than just wages—great benefits, incentives, and wellness programs.

Percepta requires U.S. employees to 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.