4 часа назад
Appeals & Grievances Specialist I
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Appeals & Grievances Specialist I (Customer Support): Managing escalated customer concerns, investigating cases, and coordinating resolutions with customers, service providers, dealers, internal teams, and external agencies with an accent on dispute resolution, legal case management, and professional communication. Focus on de-escalating high-pressure interactions, maintaining accurate case documentation, meeting service-level deadlines, and resolving complex customer issues.
Location: Waukesha, Wisconsin, United States; onsite office environment
Company
develops power solutions that support homes, businesses, and a more resilient and sustainable energy future.
What you will do
- Manage escalated customer calls and cases requiring investigation, coordination, and follow-up.
- Investigate customer concerns, document findings, and provide accurate and professional information.
- Coordinate resolutions with ’s dealer network, service providers, and internal teams including Technical Support and Social Media.
- Work with external organizations such as the Better Business Bureau and Consumer Product Safety Commission when needed.
- Manage assigned caseloads, follow up with stakeholders, meet deadlines and service-level expectations, and escalate unresolved cases to leadership.
- Maintain product knowledge through training and apply empathy, objectivity, and sound judgment in customer interactions.
Requirements
- Associate degree or equivalent combination of education and experience.
- At least 6 months of litigation support, legal research, or legal case management experience, or equivalent.
- At least 1 year of experience in escalations, dispute resolution, claims management, or related customer service.
- Strong time management, communication, attention to detail, problem-solving, and critical-thinking skills.
- Ability to remain calm and professional while de-escalating high-pressure customer situations and managing changing priorities.
- Working knowledge of Microsoft Office Suite and ability to develop technical troubleshooting skills.
Nice to have
- Bachelor’s degree or equivalent experience.
- Experience with SAP or a similar ERP system.
- Experience managing cases in Salesforce.
- Bilingual capabilities.
Culture & Benefits
- Professional office-based work environment with regular computer use and customer communication.
- Occasional travel may be required.
- Physical duties include standing and walking, with occasional lifting of up to 25 pounds.
- Ongoing training and professional development support product knowledge.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →