Customer Escalations Specialist I

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

Job summary

Generac is seeking an Appeals & Grievances Specialist I in Waukesha, WI to manage escalated customer concerns with professionalism, accuracy, and timely follow-up. You will coordinate with the dealer network and internal teams to resolve issues while maintaining high service standards.

The role emphasizes investigation, documentation, empathy, and adherence to deadlines, with opportunity to interact with external agencies as needed and to contribute to a strong customer care culture.

Qualifications

• Associate degree or equivalent experience.
• Bachelor’s degree or higher preferred.
• Experience in litigation support or legal customer service preferred.

Responsibilities

• Handle escalated customer calls and cases requiring in-depth investigation.
• Coordinate with dealer network to drive timely resolutions.
• Investigate questions and document findings and outcomes.
• Collaborate with Technical Support, Social Media, and other departments.
• Escalate unresolved cases to leadership as needed.

Skills

Time management

De-escalation

Customer service

Communication

Problem-solving

Attention to detail

Teamwork

Independence

MS Office

Education

Associate degree or equivalent

Bachelor's degree preferred

Tools

SAP

Salesforce

ERP systems

Job description

Generac is seeking an Appeals & Grievances Specialist I in Waukesha, WI to manage escalated customer concerns with professionalism, accuracy, and timely follow-up. You will coordinate with the dealer network and internal teams to resolve issues while maintaining high service standards.

The role emphasizes investigation, documentation, empathy, and adherence to deadlines, with opportunity to interact with external agencies as needed and to contribute to a strong customer care culture.