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Automotive Claims Representative (Bilingual English/Spanish) – Percepta We’re looking for a motivated professional who can provide excellent customer service while assisting dealerships, repair facilities, and contract holders with automotive repair authorizations and claims adjudication. What You’ll Be Doing Handle inbound contacts (phone and web) from dealerships, independent repair facilities, and customers to provide information and prior approval for automotive repairs in support of extended service contract business. During a Typical Day, You’ll Receive inbound contacts from dealerships, competitive make dealerships, and independent repair facilities regarding extended service contract coverage and provide claims adjudication per contract terms and handling processes. Use technology and scripts to listen to callers’ requests and provide appropriate levels of authorization efficiently and professionally. Verify contract coverage or review claim participation issues with contract holders. Process prior approval requests for repairs performed on company lease vehicles according to program guidelines. Verify cause of failure is covered under the service contract through 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 verify repair procedures, labor time allowances, and part pricing and ensure consistency with recommended repairs and contract coverage. Request additional information from the repair facility (digital photos, technical escalation, or physical inspection) when repair coverage is unclear. Effectively negotiate part pricing and labor allowances when required. Communicate professional, grammatically correct verbal responses to customer concerns and inquiries. Log all customer contacts into the appropriate system to maintain an accurate historical view of a customer’s interactions with the CRC. Identify and relay areas for improvement within the program and the CRC to the team leader. Escalate customer inquiries and concerns as appropriate. Meet or exceed all program‑specific performance metrics. Continuously improve call‑handling skills, systems knowledge, and communication skills to enhance customer satisfaction and service‑level results. Support and sustain a positive work environment that fosters team performance. 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 the team leader or management. What You Bring To The Role High School Diploma or equivalent. 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 (preferred). Ability to analyze repair shop claim information to determine contract coverage. Ability to speak confidently about extended service business products and prior approval processes. 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 callers. Excellent interpersonal skills in a team environment. Strong verbal and written communication skills. Strong working knowledge of the Internet, computers, and software (MS Office, Internet Explorer, etc.). Flexibility and adaptability in a fast‑paced environment. Ability to exercise independent judgment and decision making. Reasoning ability and logical thinking. Percepta requires all employees hired in the United States to 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. What You Can Expect Pay rate of 85 MXN per hour. 48 hours per week. Loyalty Bonus (starting in the second year worked). 12 days of vacation. Vacation Bonus: 25% in the first year; 50% in successive years. Christmas Bonus: 15 days. Restaurant Card (after 90 days of employment). Life Insurance (24 months of salary). Training and Development opportunities (Percepta College). Award‑winning Employee Reward Program (Perci Perks). Employee Referral Program (10,000 MXN after 90 days of employment). Employee Discount. About Percepta Established in 2000, Percepta has contact centers worldwide that deliver frictionless customer experiences to our clients. Location: MX‑DF‑Mexico DF Seniority level Entry level Employment type Full‑time Job function Finance and Sales Industry Outsourcing/Offshoring #J-18808-Ljbffr
