Hiring Company: PERCEPTA to work with Ford and Lincoln

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 Ford/Lincoln 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 20k MXN per month