Customer Appeals & Resolution Specialist

Generac Power Systems Inc; Waukesha (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

Generac Power Systems, Inc. is seeking an Appeals & Grievances Specialist to manage escalated customer concerns with accuracy and professionalism. You will investigate, communicate findings, and coordinate with internal teams and external agencies to resolve issues.

The role requires experience in escalations, dispute resolution, and claims management, along with strong communication and problem-solving skills. This is a fast-paced position in a dynamic energy solutions company.

Qualifications

• 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.
• Strong time management skills and ability to manage changing priorities.

Responsibilities

• Handle escalated customer calls and cases beyond the scope of the Customer Support Team or requiring in-depth investigation.
• Coordinate with Generac’s Dealer Network to drive timely resolutions.
• Investigate customer questions and concerns, documenting findings and outcomes.
• Collaborate with internal cross-functional teams (Technical Support, Social Media, etc.) to resolve issues.
• Coordinate with external agencies such as BBB, CPSC as needed.
• Maintain knowledge of air-cooled products through ongoing training.
• Provide accurate, timely, and professional information to customers.
• Manage assigned caseloads to meet deadlines and service-level objectives.
• Follow up with customers and stakeholders throughout the resolution process.
• Escalate cases to leadership when customers disagree with resolutions.

Skills

Time management

De-escalation

Customer service

Communication

Troubleshooting

MS Office

Education

Associate degree

Bachelor's degree (preferred)

Tools

SAP

Salesforce

Job description

Generac Power Systems, Inc. is seeking an Appeals & Grievances Specialist to manage escalated customer concerns with accuracy and professionalism. You will investigate, communicate findings, and coordinate with internal teams and external agencies to resolve issues.

The role requires experience in escalations, dispute resolution, and claims management, along with strong communication and problem-solving skills. This is a fast-paced position in a dynamic energy solutions company.