Bilingual Mechanical Claims Specialist

**Vacante para la empresa Forma RH International en Cuauhtémoc, Ciudad de México**:
**Hiring Company**:PERCEPTA**:
**Job Type**:Hybrid or Work-from-Home**:
**Automotive Claims Representative (Bilingual English/Spanish)**:
**Position Summary**:
The **Automotive Technical Service Representative** handles inbound contacts (phone and web) from Ford and Lincoln (F/L) dealerships, independent auto repair facilities, and customers to provide information and pre-approval for vehicle repairs in support of Ford Motor Company’s extended service contract.

**Duties and Responsibilities**:

- Handle inbound contacts (calls and web) from F/L dealerships, competitive brand dealerships, or independent repair shops regarding extended service contract coverage and provide claim adjudication according to contract terms and contact handling processes.
- Use technology and written communication to listen to callers’ requests and provide appropriate levels of authorization professionally and efficiently.
- Receive inbound calls from contract holders to verify contract coverage or review claim participation issues.
- Verify that the cause of failure is covered under the service contract using probing questions.
- Identify when a requested repair is covered by another warranty, service contract, previous improper repair, or pre-existing condition.
- Ask probing questions to obtain all relevant claim information.
- Utilize network-based automotive technical information to verify that repair procedures, labor time allocations, and parts pricing align with recommended repairs and contract coverage.
- Request additional information from the repair shop (digital photos, technical escalation, or physical inspection) when automotive knowledge indicates that the recommended repair may not be covered under the contract.
- Effectively negotiate parts pricing and labor allocations when necessary.
- Communicate professional and grammatically correct verbal responses to customer inquiries and concerns.
- Accurately log all customer contacts into the appropriate contact system to maintain an accurate historical view of customer interactions with the CRC.
- Identify and communicate areas of 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, system knowledge, and communication abilities, thereby enhancing customer satisfaction and service level outcomes.
- Support and maintain a positive work environment that encourages team performance through personal work and behavior.
- Be receptive to performance feedback and work to improve personal skills.
- Help identify and resolve conflicts with sensitivity and tact.
- Work on activities and/or projects as assigned by the team leader/management.

**Education**:

- High school diploma or equivalent.
- ** Preferred**: Automotive Mechanical Engineering degree from a university, technical, or vocational school, or equivalent industry experience.

**Experience**:

- **
Minimum 2-3 years** of customer service experience.
- ** Basic automotive technical skills required.**:

- ** Preferred**: At least **1 year of recent experience** as an automotive technician in a powertrain diagnosis and repair role or body/chassis/electrical function, or equivalent training.

**Skills**:

- **
Required English language skills**:

- ** Written**: Highly required
- ** Verbal**: Highly required
- Ability to analyze repair shop claim information to determine contract coverage.
- Ability to confidently discuss extended service contract products and the pre-approval process.
- Ability to use network-based technical service information to complete the claim adjudication process.
- Strong negotiation skills and consultative approach.
- Ability to establish rapport and convey knowledge and courtesy to callers.
- Excellent interpersonal skills in a team environment.
- Ability to 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 ability.

**Job Type**: Full-time**:
**Salary**: $95.00 per hour**:
**Work Location**: HYBRID OR WORK FROM HOME**:** Nível de educación deseada**:
Superior - titulado

**Nível de experiência deseada**:
Nível Medio

**Función departamental**:
Atención al cliente

**Industria**:
Automotriz

**Habilidades**:

- MECANICA AUTOMOTRIZ
- ENGLISH