What are the responsibilities and job description for the Technical Support Representative II position at Fortegra?
The Technical Support Representative II is responsible for investigating, evaluating, and negotiating service contract claims within the bounds of our contractual obligations. This role involves effecting settlements within prescribed limits and submitting recommendations to supervisors for cases that exceed personal settlement authority. The representative will deliver professional service to both dealer personnel and agreement holders during the adjudication of claims. Additionally, they will raise awareness to management when discovering any grey area issues that may impact customers or dealers.
Minimum Qualifications
Skills & Competencies Required
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.
Minimum Qualifications
- High School Diploma or equivalency required.
- 2 plus years of experience repairing as vehicle technician and/or service department.
- Industry certification a plus.
- Factory training and ASE's certification
- Take incoming initial claim calls and determine coverage for the loss. This will include reviewing contract language, interpreting shop diagnoses and estimates, and determine the need for inspections.
- Once coverage is determined, communicate results to the customer whether approved or declined and next steps.
- If a covered occurrence, obtain and document estimate of repair in order to issue payment.
- Review shop estimate for accuracy of labor and parts pricing.
- Negotiate scope and pricing with repair facilities.
- Provide excellent customer service.
- Participate in any projects, reports, documentation, tasks or objectives assigned.
Skills & Competencies Required
- Mechanical aptitude
- Negotiation skills
- Excellent customer service
- Strong verbal and written communication skills
- Ability to multi-task
- Proficient in MS Office (Word, Excel, Outlook)
- Must be a Team Player
- Strong Documentation Skills
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.
