Technical Service Representative II

Technical Service Representative II

Percepta | Melbourne, FL, 32935, US
Salary Range:$24,000 – $28,000 Salary range estimated by Zippia

Posted 4 days ago

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Description

Position Summary

The ESP Prior Approval Technical Representative III reviews technical inspection reports, digital photos, claim estimates, and supporting documentation to provide detailed technical analysis and claims adjudication for repair requests from automotive dealerships and independent automotive repair facilities in support of Ford Motor Company’s extended service contract business.

Duties and Responsibilities

  • Receive inbound contacts (calls and web) from F/L dealerships, competitively make dealerships and independent repair facilities regarding extended service contract coverage, and provides 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 
  • Review digital photographs, claim estimates, and supporting documentation
  • Provide real-time technical assistance to reduce the total number of claims requiring technical escalation and reduce the total number of contacts per claim
  • Provide real-time technical subject matter expertise to TSR I & TSR II agents
  • Perform detailed claim analysis and adjudication per contract terms and contact handling processes
  • Place outbound calls to dealerships regarding the status of submitted claims within client-specified timeframes
  • Communicate with dealers and repair facilities in a professional, knowledgeable manner pertaining to claim adjudication and concerns if authorization will not be provided
  • Properly log all dealer contacts into the appropriate contact system, to allow for an accurate historical view of contacts from the CRC
  • Identify and relay areas for improvement within the program and the CRC to the team leader
  • Identify technical training needs and provide claim examples to the team leader
  • Make recommendations to improve new and existing technical training materials
  • Participate in Quality Assurance technical standard-setting meetings
  • Improve overall claim processing time from a technical perspective
  • Escalate, as appropriate, identified dealer 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

Education

  • High School Diploma or equivalent
  • Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience

Experience

  • Minimum 2-3 years of customer service experience
  • Automotive technical aptitude required
  • Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - required
  • Diesel and Gas engine diagnosis and repair experience - preferred
  • ASE, manufacturer, or state technician certifications in automotive service and/or repair – preferred

    Or (Internal Candidates)
     
  • Minimum 1 year of experience as a Technical Service Representative II
  • Successfully completed Percepta Management Development training

Skills

  • Ability to analyze repair shop diagnosis information to determine coverage eligibility
  • Ability to speak confidently about repair procedures 
  • 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 provide technical coaching and feedback to TSR I & II level agents
  • Ability to exercise independent judgment and decision making
  • Reasoning ability and logical thinking

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.