SPW Technical Service Representative

Requisition Title

: SPW Technical Service Representative (04FGH)
US-FL-Melbourne

Description

SPW Technical Service Representative II

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.
What You’ll Be Doing

• 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
• Excellent negotiation skills and consultative approach
• Establish rapport and portray a knowledgeable and courteous impression to the caller
• Excellent interpersonal skills in a team environment
• Communicate and articulate in an effective manner both verbally and written
• 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

What You Bring to the Role

• High School Diploma or equivalent
• Minimum 2-3 year of customer service experience - preferred
• Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - required

What You Can Expect

• Hourly rate of 19.00
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

A Bit More About Your Role

• 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.

Hours of Program Operation: Monday – Friday 8:00 am – 8:00 pm EST

About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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