ESP Prior Approval Technical Representative IV

At Percepta, we bring first-class service across each market we support. As a ESP Prior Approval Technical Representative IV 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 
The ESP Prior Approval Technical Representative IV 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.

During a Typical Day, You’ll
•    Receive inbound contacts (calls and web) from F/L dealerships, competitive 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 support 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 status of submitted claim 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 an 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 team leader
•    Make recommendations to improve new and existing technical training materials
•    Participating 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

What You Bring to the Role 
•    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 

What You Can Expect 
•    Health/Dental/Vision/Life Insurance
•    Flexible Spending Account (FSA) and Health Savings Account (HSA)
•    401(k) with company match
•    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 

•    Automotive technical aptitude required.
•    Minimum 2-3 years 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.
•    Minimum 1 year of experience as a Technical Service Representative III.
•    Diesel and Gas engine diagnosis and repair experience.
•    ASE Automobile & Light Truck master certification (A1 – A8), plus A9 OR OEM Senior Master Technician certification (current or recently expired).

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, breathe, 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 of 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.

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.

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