Appeals & Grievances Specialist I

Location: Waukesha, Wisconsin, USA; office environment with regular in-person duties

Company

hirify.global develops solutions that protect homes, strengthen businesses, and support a more resilient and sustainable energy future.

What you will do

• Handle escalated customer calls and cases requiring investigation, coordination, and follow-up.
• Investigate customer concerns, document findings, and provide accurate and timely resolutions.
• Work with hirify.global’s dealer network and internal teams, including Technical Support and Social Media.
• Coordinate with external organizations such as the Better Business Bureau and Consumer Product Safety Commission.
• Manage assigned caseloads, meet deadlines and service-level expectations, and escalate unresolved cases to leadership.
• Build product knowledge through ongoing training and develop troubleshooting skills.

Requirements

• Associate degree or equivalent combination of education and experience.
• At least 6 months of litigation support, research, and case management experience, or equivalent experience.
• At least 1 year of experience in escalations, dispute resolution, claims management, or a related customer service function.
• Strong verbal, written, and presentation communication skills, attention to detail, time management, and problem-solving abilities.
• Ability to remain calm, professional, objective, and empathetic when de-escalating high-pressure customer situations.
• Working knowledge of Microsoft Word, Excel, Outlook, and Teams; ability to work independently and collaboratively.

Nice to have

• Bachelor’s degree or equivalent combination of education and experience.
• Experience with SAP or a similar ERP system.
• Experience managing cases in Salesforce.
• Bilingual capabilities.

Culture & Benefits

• Professional office environment with regular computer-based work and collaboration.
• Ongoing training and professional development focused on air-cooled products.
• Work includes frequent communication, standing and walking, with occasional lifting of up to 25 pounds.
• Equal opportunity employment is provided.