Appeals & Grievances Escalations Specialist

Generac Power Systems Inc; North Prairie (WI); On-site; USD 60,000 - 90,000; Full time

Job summary

Generac Power Systems Inc. is seeking an Appeals & Grievances Specialist to manage escalated customer concerns with professionalism and empathy.

You will investigate issues, coordinate with the dealer network, and provide accurate information while meeting deadlines. The role requires strong communication, attention to detail, and the ability to work with cross-functional teams including Technical Support, Social Media, and regulatory agencies as needed.

Qualifications

• Education: Associate degree or equivalent combination of education and experience.
• 6 months of litigation support experience or equivalent.
• 6 months of legal research experience or equivalent.
• 6 months of legal case management experience or equivalent.
• 1 year of experience in escalations, dispute resolution, claims management, or a related customer service function.

Responsibilities

• Handle escalated calls and cases beyond the scope of the Customer Support Team or require in-depth investigation and follow-up with customers and/or service providers.
• Partner closely with Generac s Dealer Network to drive timely and effective resolutions.
• Investigate customer questions and concerns, documenting findings and outcomes accurately.
• Collaborate with internal cross-functional teams, including Technical Support, Social Media, and other departments, to resolve customer issues.
• Coordinate externally with organizations such as the BBB, CPSC, and other agencies as needed.
• Maintain knowledge of air-cooled products through ongoing training and professional development.
• Provide accurate, timely, and professional information to customers.
• Manage assigned caseloads to ensure work is completed within established deadlines and service-level expectations.
• Follow up with customers, Generac s Dealer Network, and other stakeholders throughout the resolution process.
• Escalate cases to leadership when customers are unwilling to accept the resolution provided.
• Support positive customer experiences by evaluating situations objectively and responding with professionalism, empathy, and sound judgment.

Skills

Time management

De-escalation

Communication skills

Attention to detail

Customer service

Problem-solving

Technical aptitude

Empathy

Education

Associate degree or equivalent

Bachelor's degree or equivalent

Tools

SAP

Salesforce

Microsoft Office

Job description

Generac Power Systems Inc. is seeking an Appeals & Grievances Specialist to manage escalated customer concerns with professionalism and empathy.

You will investigate issues, coordinate with the dealer network, and provide accurate information while meeting deadlines. The role requires strong communication, attention to detail, and the ability to work with cross-functional teams including Technical Support, Social Media, and regulatory agencies as needed.