Escalations & Grievances Specialist

Generac International; Waukesha (WI); Vor Ort; USD 52.000 - 78.000; Vollzeit

Zusammenfassung

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

The role emphasizes timely responses, empathy, and adherence to service‑level objectives while maintaining knowledge of air‑cooled products through ongoing training.

Qualifikationen

• 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 escalations, dispute resolution, claims management, or related customer service.
• Experience using SAP or similar ERP system and Salesforce is a plus.

Aufgaben

• Handle escalated calls and cases beyond the scope of customer support with in‑depth investigation.
• Partner with Generac’s Dealer Network to drive timely resolutions.
• Investigate questions, document findings and outcomes accurately.
• Collaborate with cross‑functional teams to resolve customer issues.
• Coordinate with BBB, CPSC and other agencies as needed.
• Maintain knowledge of air‑cooled products through ongoing training.
• Provide accurate, timely, professional information to customers.
• Manage caseloads to meet deadlines and service‑level goals.
• Follow up with customers, dealer network and stakeholders throughout resolution.
• Escalate cases to leadership if needed and ensure professional handling.

Kenntnisse

Time management

De-escalation

Verbal communication

Written communication

Customer service

Attention to detail

Problem solving

Empathy

Ausbildung

Associate degree

Bachelor's degree preferred

Tools

SAP

Salesforce

Jobbeschreibung

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

The role emphasizes timely responses, empathy, and adherence to service‑level objectives while maintaining knowledge of air‑cooled products through ongoing training.