SPW Technical Service Representative

TTEC•Melbourne, FL

8d•$19•Remote

About The Position

At Percepta, we bring first-class service across each market we support. As a Technical Service 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. Receive inbound contacts from F/L dealerships regarding claim coverage and provides claims adjudication per 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. Verify cause of failure is covered under program terms 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. Request additional information from the repair facility (digital photos, technical escalation) when automotive knowledge indicates the recommended repair may not be covered. 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.

Requirements

High School Diploma or equivalent
Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - required
Strong working knowledge of the Internet, computers, and software (MS Office products, Teams, Edge, etc.)
Flexibility and adaptability in a fast-paced environment
Ability to exercise independent judgment and decision making
Reasoning ability and logical thinking

Nice To Haves

Minimum 2-3 year of customer service experience - preferred

Responsibilities

Ability to analyze repair shop claim information to determine claim coverage
Ability to speak confidently about the prior approval process
Ability to utilize web based technical service information to complete the claim adjudication process
Establish rapport and portray a knowledgeable and courteous impression to the caller
Communicate and articulate in an effective manner both verbally and written
Receive inbound contacts from F/L dealerships regarding claim coverage and provides claims adjudication per 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
Verify cause of failure is covered under program terms 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
Request additional information from the repair facility (digital photos, technical escalation) when automotive knowledge indicates the recommended repair may not be covered
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.