Appeals & Grievances Specialist I

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

We believe power is a promise - a shared commitment to be there for others when it matters most.For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.Ready to Power a Smarter World with us?Appeals & Grievances SpecialistPrimary PurposeThe Appeals & Grievances Specialist plays a critical role in delivering exceptional customer care by managing escalated customer concerns and grievances in a timely and professional manner. This position is responsible for providing accurate information, effective communication, thorough investigation, and issue resolution while working under general supervision with guidance from leadership and senior Appeals & Grievances Specialists.Major ResponsibilitiesCase ResolutionHandle escalated customer calls and cases that are beyond the scope of the Customer Support Team or require in-depth investigation, coordination, 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 Better Business Bureau (BBB), Consumer Product Safety Commission (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.Minimum QualificationsEducationAssociate degree or equivalent combination of education and experience.Experience6 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.Knowledge, Skills & AbilitiesStrong time management skills with the ability to manage changing priorities and workloads.Ability to remain calm and professional while de-escalating customers in high-pressure situations.Working knowledge of Microsoft Office Suite, including Word, Excel, Outlook, and Teams.Excellent verbal, written, and presentation communication skills.Strong attention to detail and ability to work independently or collaboratively within a team environment.Exceptional customer service skills.Basic problem-solving and critical-thinking abilities.Ability to evaluate situations objectively and respond with empathy and professionalism.Proven ability to manage workload efficiently while meeting deadlines and service-level objectives.Ability to perform effectively in a professional work environment.Technical aptitude and the ability to develop troubleshooting skills.Preferred QualificationsEducationBachelor's degree or equivalent combination of education and experience.ExperienceExperience using SAP or a similar ERP system.Experience managing cases within Salesforce.Knowledge, Skills & AbilitiesBilingual capabilities preferred.Physical Requirements and Working ConditionsOffice Environment: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 the ability to adjust focus.“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”