Technical Service Representative II

TTEC•Melbourne, FL

5d•Onsite

About The Position

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

Requirements

High School Diploma or equivalent
Minimum 2-3 year of customer service experience
Ability to analyze repair shop diagnosis information to determine coverage eligibility
Ability to read and understand workshop manual and electrical schematics
Ability to speak confidently about repair procedures
Proficiency with part numbers and parts catalog supersession pertaining to powertrain assemblies
Excellent interpersonal skills
Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective
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 analyze and solve problems
Communicate and articulate in a professional and effective manner both verbally and written
Ability to exercise independent judgment and decision making
Reasoning ability and logical thinking
Strong computer and typing skills – speed and accuracy of 40-60 WPM required
Intermediate computer skills required, i.e. Web Browsing, Email
Two years of customer service experience with an emphasis on chat required
Ability to maintain the highest level of confidentiality
Ability to work in a team fostered environment
Ability to work in a multi-tasked environment, while prioritizing and organize work

Nice To Haves

Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training
Ability to provide technical coaching and feedback to TSR I & II level agents
Basic knowledge of Microsoft Outlook, Excel, and Word preferred

Responsibilities

Receive inbound calls from competitive make dealerships and independent repair facilities regarding powertrain warranty claims adjudication per contract terms and contact handling processes.
Receive inbound calls from F/L dealerships, competitive make dealerships, independent repair facilities, and vehicle owners regarding warranty process/policy and claims adjudication per contract terms and contact handling processes.
Receive inbound calls from independent inspectors taking verbal inspections reports and documenting them in the appropriate systems.
Receive inbound emails from 3rd party vendors and process warranty claims for Motor craft products.
Review digital photographs and supporting documentation.
Provide real time powertrain related technical assistance to competitive make dealerships and independent repair facilities.
Perform detailed claim analysis and adjudication per contract terms and contact handling processes.
Place outbound calls to independent repair facilities and dealerships providing claim approval/denial details.
Communicate with dealers and repair facilities in a professional, knowledgeable, empathetic manner pertaining to claim adjudication and concerns if authorization will not be provided.
Provide assistance to F/L dealerships inquiring about the national powertrain network (NPN).
Provide assistance to F/L dealerships submitting powertrain warranty registrations.
Properly log all dealer contacts into appropriate contact system, to allow for an accurate historical view of contacts from the CRC.