Offer summary

Qualifications:

High school diploma or equivalent required; automotive mechanical engineering degree preferred., Minimum 2-3 years of customer service experience, with basic automotive technical skills., At least 1 year of experience as an automotive technician preferred., Strong English language skills, both written and verbal, are essential. .

Key responsabilities:

Handle inbound calls and web inquiries from dealerships and customers regarding extended service contracts.

Verify contract coverage and adjudicate claims according to contract terms.

Utilize technical information to assess repair procedures and negotiate pricing when necessary.

Log customer interactions accurately and identify areas for program improvement.

Job description

Esta vacante viene de la bolsa de empleo Talenteca.com

Vacante para la empresa Forma RH International en Cuauhtémoc, Ciudad de México

Hiring Company: PERCEPTA

Job Type: Hybrid or Work-from-Home

Automotive Claims Representative (Bilingual English/Spanish)

Position Summary

The Automotive Technical Service Representative handles inbound contacts (phone and web) from Ford and Lincoln (F/L) dealerships, independent auto repair facilities, and customers to provide information and pre-approval for vehicle repairs in support of Ford Motor Company’s extended service contract.

Duties And Responsibilities

Handle inbound contacts (calls and web) from F/L dealerships, competitive brand dealerships, or independent repair shops regarding extended service contract coverage and provide claim adjudication according to contract terms and contact handling processes.
Use technology and written communication to listen to callers’ requests and provide appropriate levels of authorization professionally and efficiently.
Receive inbound calls from contract holders to verify contract coverage or review claim participation issues.
Verify that the cause of failure is covered under the service contract using probing questions.
Identify when a requested repair is covered by another warranty, service contract, previous improper repair, or pre-existing condition.
Ask probing questions to obtain all relevant claim information.
Utilize network-based automotive technical information to verify that repair procedures, labor time allocations, and parts pricing align with recommended repairs and contract coverage.
Request additional information from the repair shop (digital photos, technical escalation, or physical inspection) when automotive knowledge indicates that the recommended repair may not be covered under the contract.
Effectively negotiate parts pricing and labor allocations when necessary.
Communicate professional and grammatically correct verbal responses to customer inquiries and concerns.
Accurately log all customer contacts into the appropriate contact system to maintain an accurate historical view of customer interactions with the CRC.
Identify and communicate areas of improvement within the program and the CRC to the team leader.
Escalate customer inquiries and concerns as appropriate.
Meet or exceed all program-specific performance metrics.
Continuously improve call handling skills, system knowledge, and communication abilities, thereby enhancing customer satisfaction and service level outcomes.
Support and maintain a positive work environment that encourages team performance through personal work and behavior.
Be receptive to performance feedback and work to improve personal skills.
Help identify and resolve conflicts with sensitivity and tact.
Work on activities and/or projects as assigned by the team leader/management.

Education

High school diploma or equivalent.
Preferred: Automotive Mechanical Engineering degree from a university, technical, or vocational school, or equivalent industry experience.

Experience

Minimum 2-3 years of customer service experience.
Basic automotive technical skills required.
Preferred: At least 1 year of recent experience as an automotive technician in a powertrain diagnosis and repair role or body/chassis/electrical function, or equivalent training.

Skills

Required English language skills:

Written: Highly required
Verbal: Highly required

Ability to analyze repair shop claim information to determine contract coverage.
Ability to confidently discuss extended service contract products and the pre-approval process.
Ability to use network-based technical service information to complete the claim adjudication process.
Strong negotiation skills and consultative approach.
Ability to establish rapport and convey knowledge and courtesy to callers.
Excellent interpersonal skills in a team environment.
Ability to communicate and articulate effectively both verbally and in writing.
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 and logical thinking ability.

Job Type: Full-time

Salary: $95.00 per hour

Work Location: HYBRID OR WORK FROM HOME

Nivel De Educación Deseada

Superior - titulado

Nivel De Experiencia Deseada

Nivel Medio

Función Departamental

Atención al cliente

Industria

Automotriz

Habilidades