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 Description: The Appeals and Grievances Coordinator 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 hold Dealers and Customers accountable for scheduled events under general supervision with some guidance from leadership and higher-level Appeals and Grievances Specialists. 

Job Responsibilities:

Perform a variety of duties associated with the dispatching functions to provide prompt and efficient service to our Customers and Dealer Network

Initiate contact with the Dealer network and customer base and other outside personnel, while maintaining confidentiality between respective parties.

Answer incoming telephone service requests and log customer service calls with pertinent information in Business Management Software.

Schedule service calls and determine priorities to be assigned to service calls

Maintain follow up system for parts ordered by Dealer Network or Technical Service

Maintain Dispatch list and prepare quotes for repairs

Perform clerical functions, as necessary, such as assisting with shipping/receiving status

Train or cross train other employees as requested

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.

Other duties as needed

Minimum Qualifications:

High School Diploma

2 years customer service or office experience

Knowledge / Skills / Abilities:

Strong organizational and time management skills

Detail oriented with a high capacity for multitasking and follow through

Strong customer service skills

Proficient in Microsoft Office

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.”