What are the responsibilities and job description for the Customer Service - Escalations position at Generac Power Systems?
We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
Job Summary : The Appeals and Grievances Specialist is a critical team player who is responsible for providing the care to customers and other business and government entities in a timely manner with an emphasis on providing accurate information, effective communication, and issue resolution under general supervision with some guidance from leadership and higher-level Appeals and Grievances Specialists.
Job Responsibilities :
Case Resolution
Handles escalated calls / cases when a call is deemed beyond the scope of responsibility of the Customer Support Team or requires in-depth investigation, coordination and follow-up with the customer and / or their service provider.
Works closely with Generac’s Dealer Network to come to a quick resolution.
Investigates basic consumer questions and concerns, documenting results.
Works internally with cross-departmental teams to resolve basic issues, including but not limited to; technical support, social media, and externally with BBB, CPSC, and other organizations.
Maintains air-cooled product knowledge through training and continuing education.
Provides accurate information to customers in a timely manner.
Minimum Qualifications :
Associate's degree or 2 years of equivalent experience
6 months of legal research, legal case management, litigation, or relative experience
1 year experience in escalations, resolutions or claims
Preferred Qualifications :
Bachelor's Degree
Bilingual
Physical Demands : 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 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
Our success is directly tied to our employees’ professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.
