Appeals & Grievances Advocate

DR Power LLP; Waukesha (WI); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Generac is seeking an Appeals & Grievances Specialist I to manage escalated customer concerns with accuracy and empathy. You will coordinate with internal teams and external agencies to deliver timely resolutions while maintaining professional communication with customers.

The role emphasizes investigation, documentation, and adherence to service levels, with opportunities to collaborate across departments and grow in a fast-paced environment.

Qualifications

• Associate degree or equivalent combination of education and experience.
• Bachelor's degree preferred is advantageous.
• Experience in escalations, dispute resolution, or claims management is desirable.
• Experience in litigation support or case management is a plus.

Responsibilities

• Handle escalated customer calls and cases beyond the Customer Support Team.
• Coordinate with internal teams to investigate and resolve issues.
• Engage with external agencies (e.g., BBB, CPSC) as needed.
• Maintain timely, accurate case documentation and communication with customers.

Skills

Time management

De-escalation

Customer service

Communication

Empathy

Problem-solving

Attention to detail

Teamwork

Professionalism

Technical troubleshooting

Education

Associate degree

Bachelor's degree

Tools

SAP

Salesforce

Microsoft Office

Job description

Generac is seeking an Appeals & Grievances Specialist I to manage escalated customer concerns with accuracy and empathy. You will coordinate with internal teams and external agencies to deliver timely resolutions while maintaining professional communication with customers.

The role emphasizes investigation, documentation, and adherence to service levels, with opportunities to collaborate across departments and grow in a fast-paced environment.