Technical Service Representative II

Technical Service Representative II

Powertrain Assistance Center (PAC) 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.

What You'll Be Doing

• 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 Motorcraft 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.

What You Bring to the Role

• High School Diploma or equivalent
• Minimum 2-3 year of customer service experience
• Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - preferred
• 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 provide technical coaching and feedback to TSR I & II level agents
• 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
• Basic knowledge of Microsoft Outlook, Excel, and Word preferred
• Ability to work in a team fostered environment
• Ability to work in a multi-tasked environment, while prioritizing and organize work

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:

• Culture of Service - to be treated like you are the customer from day one
• Teamwork belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
• Respect a team that is accountable, dependable and gives you their full attention
• Proactive to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
• Career Growth - lots of learning opportunities for aspiring minds
• Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
• Competitive Compensation we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
• 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, as a condition of employment. Percepta is an Equal Opportunity Employer.