Automotive Claims Representative Bilingual

**Vacante para la empresa Forma RH International en Miguel Hidalgo, Ciudad de México**:**Automotive Claims Representative (Bilingual English/Spanish) Contact Center**Position SummaryESP 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: preferablyExperience- 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