Job Details
We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Appeals and Grievances Specialist is a critical team player who is responsible for providing the care to customers and other business and government entities in a timely manner with an emphasis on providing accurate information, effective communication, and issue resolution under general supervision with some guidance from leadership and higher-level Appeals and Grievances Specialists.
Job Responsibilities:
Case Resolution
- Handles escalated calls/cases when a call is deemed beyond the scope of responsibility of the Customer Support Team or requires in-depth investigation, coordination and follow-up with the customer and/or their service provider.
- Works closely with Generac's Dealer Network to come to a quick resolution.
- Investigates basic consumer questions and concerns, documenting results.
- Works internally with cross-departmental teams to resolve basic issues, including but not limited to; technical support, social media, and externally with BBB, CPSC, and other organizations.
- Maintains air-cooled product knowledge through training and continuing education.
- Provides accurate information to customers in a timely manner.
Minimum Qualifications:- 6 months experience of litigation support, or equivalent
- 6 months legal research experience, or equivalent
- 6 months experience in legal case management, or equivalent
- 1 year experience in escalations, resolutions or claims
Preferred Qualifications:- Experience with case management in Salesforce
- Bachelor's Degree
- Bilingual
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law."