Automotive Claims Representative Bilingual
hace 7 meses
**Vacante para la empresa Forma RH International en Miguel Hidalgo, Ciudad de México**:
**Automotive Claims Representative (Bilingual English/Spanish) Contact Center**
Position Summary
ESP I's Pre-Approval Technical Service Representative handles inbound contacts (phone and network) from Ford and Lincoln dealers (F/L), independent auto repair facilities, and customers to provide information and pre-approval for auto repairs in support of Ford Motor Company's extended service contract.
**Responsibilities**:
- Receive inbound contacts (calls and network) from F/L dealers, competitive brand dealers, or independent repair shops regarding extended service contract coverage and provide claims adjudication based on contract terms and contact handling processes.
- Through the use of technology and writing, he listens to callers' requests and provides appropriate levels of authorization in a professional and efficient manner.
- Receive incoming calls from contract holders to verify contract coverage or review claims participation issues
- Verify that the cause of the failure is covered by the service contract by using probing questions.
- Identify when a requested repair is covered by another warranty, service contract, inadequate prior repair, or pre-existing condition.
- Ask probing questions to get all the pertinent information about the claim.
- Use network-based automotive technical information to verify that repair procedures, labor time allocations, and parts pricing are consistent with recommended repairs and contract coverage.
- Request additional information from the repair shop (digital photographs, technical scale, or physical inspection) when automotive knowledge indicates that the recommended repair may not be covered by the contract.
- Effectively negotiate parts pricing and labor allocations when needed
- Communicate professional and grammatically correct verbal responses to customer concerns and queries.
- Correctly record all customer contacts in the appropriate contact system, to enable an accurate historical view of a customer's contacts with the CRC.
- Identify and convey areas for improvement within the program and 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 awareness, and communication skills, thereby improving customer satisfaction and service level results.
- Support and maintain a positive work environment that fosters team performance through one's own work and behavior.
- Be receptive to feedback on performance and work to improve your own skills.
- Help identify and resolve conflicts with sensitivity and tact.
- Work on activities and/or projects as requested by the team leader/management.
Education
- High school diploma or equivalent
- Automotive technical degree from a university or technical/vocational school or equivalent industry experience: preferably
Experience
- Minimum 2-3 years of customer service experience.
- Basic automotive technical skills are required.
- Minimum 1 year of recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training (preferred)
**Skills**:
- Required English Language Skills:
- Written: Highly required
- Verbal: Highly required
- Ability to analyze repair shop claims information to determine contract coverage.
- Ability to speak confidently about extended service commercial products and the pre-approval process.
- Ability to use web-based technical service information to complete the claims adjudication process.
- Excellent negotiation skills and consultative approach.
- Establish rapport and give an impression of knowledge and courtesy to the caller.
- Excellent interpersonal skills in a team environment.
- Communicate and articulate effectively both verbally and in writing.
- 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 exercise independent judgment and decision-making.
- Reasoning and logical thinking skills.
**Nível de educación deseada**:
Superior - trunco
**Nível de experiência deseada**:
Nível Medio
**Función departamental**:
Atención al cliente
**Industria**:
Automotriz
**Habilidades**:
- Mecanica Automotriz
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