Escalations & Grievances Advocate

Generac Power Systems; North Prairie (WI); On-site; USD 52,000 - 73,000; 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, document findings, and work with cross-functional teams to reach timely resolutions.

Your role includes coordinating with the dealer network and external agencies when necessary. The ideal candidate will have experience in escalations, claims management or related customer service functions, plus exposure to SAP or

Qualifications

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

Responsibilities

• Handle escalated customer calls and cases beyond the scope of the Customer Support Team or require in-depth investigation.
• Coordinate with Generac’s Dealer Network to drive timely and effective resolutions.
• Investigate customer questions and concerns, documenting findings and outcomes accurately.
• Collaborate with cross-functional teams to resolve customer issues.
• Coordinate with external agencies as needed and escalate to leadership when customers are unwilling to accept the resolution.

Skills

Time management

De-escalation

MS Office

Verbal communication

Written communication

Attention to detail

Customer service

Problem-solving

Teamwork

Empathy

Professionalism

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 professionalism and empathy. You will investigate issues, document findings, and work with cross-functional teams to reach timely resolutions.

Your role includes coordinating with the dealer network and external agencies when necessary. The ideal candidate will have experience in escalations, claims management or related customer service functions, plus exposure to SAP or