Appeals & Grievances Specialist

Primary Purpose

The Appeals & Grievances Specialist plays a critical role in delivering exceptional customer care by managing escalated customer concerns and grievances in a timely and professional manner. This position is responsible for providing accurate information, effective communication, thorough investigation, and issue resolution while working under general supervision with guidance from leadership and senior Appeals & Grievances Specialists.

Major Responsibilities

Case Resolution

• Handle escalated customer calls and cases that are beyond the scope of the Customer Support Team or require in-depth investigation, coordination, and follow-up with customers and/or service providers.
• Partner closely with Generac’s Dealer Network to drive timely and effective resolutions.
• Investigate customer questions and concerns, documenting findings and outcomes accurately.
• Collaborate with internal cross-functional teams, including Technical Support, Social Media, and other departments, to resolve customer issues.
• Coordinate externally with organizations such as the Better Business Bureau (BBB), Consumer Product Safety Commission (CPSC), and other agencies as needed.
• Maintain knowledge of air-cooled products through ongoing training and professional development.
• Provide accurate, timely, and professional information to customers.
• Manage assigned caseloads to ensure work is completed within established deadlines and service-level expectations.
• Follow up with customers, Generac’s Dealer Network, and other stakeholders throughout the resolution process.
• Escalate cases to leadership when customers are unwilling to accept the resolution provided.
• Support positive customer experiences by evaluating situations objectively and responding with professionalism, empathy, and sound judgment.

Minimum Qualifications

Education

• Associate degree or equivalent combination of education and experience.

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 experience in escalations, dispute resolution, claims management, or a related customer service function.

Knowledge, Skills & Abilities

• Strong time management skills with the ability to manage changing priorities and workloads.
• Ability to remain calm and professional while de-escalating customers in high-pressure situations.
• Working knowledge of Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
• Excellent verbal, written, and presentation communication skills.
• Strong attention to detail and ability to work independently or collaboratively within a team environment.
• Exceptional customer service skills.
• Basic problem-solving and critical-thinking abilities.
• Ability to evaluate situations objectively and respond with empathy and professionalism.
• Proven ability to manage workload efficiently while meeting deadlines and service-level objectives.
• Ability to perform effectively in a professional work environment.
• Technical aptitude and the ability to develop troubleshooting skills.

Preferred Qualifications

Education

• Bachelor's degree or equivalent combination of education and experience.

Experience

• Experience using SAP or a similar ERP system.
• Experience managing cases within Salesforce.

Knowledge, Skills & Abilities

• Bilingual capabilities preferred.