Appeals & Grievances Resolution Specialist

Generac; Waukesha (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Generac is seeking an Appeals & Grievances Specialist to manage escalated customer concerns with accuracy and professionalism. You will investigate issues, coordinate with internal teams, and engage external agencies when needed to resolve cases.

The role requires strong communication, empathy, and the ability to work under supervision while growing knowledge of Generac products and processes. This is a hands-on, customer-centric position in a fast-paced environment.

Qualifications

• Associate degree or equivalent combination of education and experience.
• 6 months of litigation support experience or equivalent.
• 6 months of research experience or equivalent.
• 1 year of experience in escalations, dispute resolution, claims management, or related customer service.
• Strong time management, de-escalation, and professional communication skills.

Responsibilities

• Handle escalated calls and cases beyond the Customer Support Team's scope.
• Investigate and document findings; coordinate with customers and providers.
• Collaborate with Technical Support, Social Media, and other departments to resolve issues.
• Coordinate with BBB, CPSC, and other agencies as needed.
• Maintain knowledge of air-cooled products through ongoing training.
• Provide accurate, timely information and manage caseloads to meet deadlines.
• Escalate unresolved cases to leadership when needed.
• Support positive customer experiences with empathy and sound judgment.

Skills

Time management

De-escalation

Customer service

Communication skills

Attention to detail

Independent/work in teams

Empathy and professionalism

Troubleshooting

Problem solving

Education

Associate degree

Bachelor's degree (preferred)

Tools

SAP

Salesforce

Microsoft Office Suite

Job description

Generac is seeking an Appeals & Grievances Specialist to manage escalated customer concerns with accuracy and professionalism. You will investigate issues, coordinate with internal teams, and engage external agencies when needed to resolve cases.

The role requires strong communication, empathy, and the ability to work under supervision while growing knowledge of Generac products and processes. This is a hands-on, customer-centric position in a fast-paced environment.