Representative, Damage Claims

JOB SUMMARY

The Damage Claims Rep I must have in-depth knowledge of multiple systems and have experience handling escalated situations. Responsible for handling damage claim escalations; becoming the point of contact between field management and the customer and accurately capturing claim details for reporting purposes.

MAJOR JOB DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Provides customer support for service complaints; answer questions regarding services and products; receive telephone calls from internal and external customers through the resolution of the claim.
• Provides support and guidance to Field Operations to ensure timely resolutions to damage claims.
• Enters damage tickets into ticketing system and update systems as required.
• Creates investigation forms and other official documents; drafts and sends mail correspondence to external customers and field management.
• Completes required liability forms for submission to risk management.
• Performs basic troubleshooting for all damage claims internal process.
• Some of these issue may include problems with the ticketing system; email attachments; damage claim reporting or liability form submission.
• Interacts with the regional leadership, the field, other departments and customers to ensure timely resolutions to damage claim reports.
• Accesses multiple billing systems for account information; conducts research in multiple billing and online systems.
• Accurately and thoroughly documents customer interactions and claim detail.
• Reports and escalates Field Operations missed SLA's as needed.
• Generates reports for management as required.
• Performs multiple tasks simultaneously and follows direction with minimal supervision.
• Performs other duties as requested by supervisor.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to prioritize and organize effectively
• Ability to multitask at a high level
• Ability to use critical thinking in complex situations
• Ability to use personal computer & software applications
• Ability to work independently in group environment
• Ability to effectively address/resolve customer complaints and issues
• Ability to work while seated for prolonged periods of time
• Ability to communicate orally and in writing in a clear and straightforward and professional manner
• Demonstrated knowledge of all three lines of business (Cable, HSI, Telephone)
• Knowledge of office procedures and Company policies
• Knowledge of KMS and CSG Knowledge of service troubleshooting
• Knowledge of MS Office Suite

Required Education

• High School Diploma or equivalent

Required Related Work Experience and Number of Years

• Customer service experience - 3
• Telephone, Video, High Speed Data experience - 2
• Telecommunication experience or equivalent - 2