Company Generac Power Systems

Name Appeals & Grievances Specialist I

Req # 64663

Employment Type Full Time

Shift 1st

It’s a challenge, and an invitation. Most importantly, it’s an opportunity to join an industry leader.
There’s never been a better time to work at Generac. We’re shaping the market and investing in new companies and new technologies. Our rapid growth equals rapid career advancement opportunities for those who want to be challenged and enjoy a fast-paced, high-performance culture.

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.

Essential Duties and Responsibilities:

  • 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:
  • Associates degree or equivalent 
  • 6 months experience of litigation support, or equivalent
  • 6 months legal research experience, or equivalent
  • 6 months experience in legal case management, or equivalent 
  • 1 year experience in escalations, resolutions or claims

Nice to Haves:
  • Previous experience using SAP or equivalent ERP system
  • Experience with case management in Salesforce
  • Bilingual 

Knowledge, Skills and Abilities:
  • Effective time management skills with the ability to handle shifting workloads and priorities.
  • Ability to stay calm while de-escalating customers in high pressure situations.
  • Working knowledge in Microsoft Office Suite (e.g., Word, Excel, Outlook, Teams).
  • Excellent verbal, written and presentation communication skills. 
  • Ability to work independently or in a group setting with a high attention to detail. 
  • Excellent customer service skills.
  • Basic problem-solving / critical thinking skills. 
  • Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner.
  • Ensures workload is being handled in a timely manner, by scheduled deadlines, and that service level targets are being met.
  • Follows up with customers, Generac’s Dealer Network, and other stakeholders in caseload.
  • Reports and escalates to supervisor when customers are unwilling to accept resolution provided.
  • Ability to perform job duties in a professional work environment.

Great Reasons to work for Generac:
  • Competitive Benefits: Health, Dental, Vision, 401k and many more 
  • Scheduled events throughout the year that allow our employees, both current and retirees, to gather together and enjoy their time with their families and co-workers
  • Enjoy summer hours (Memorial Day – Labor Day)
  • Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators
  • Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.
  • We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days. 
  • We’re an inclusive company that celebrates differences and keeps equity and respect at the forefront.
  • We offer product loan and discount programs.

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 pounds. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

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