Customer Support - Escalations Specialist

At Generac, Our People help make the world safer, brighter and more productive. United by our Values, people with diverse backgrounds and points of view work together to ensure our global customers have peace of mind.

We are a team of builders and doers who share a passion for innovation and a desire to outpace others. As an inclusive workplace, we empower our employees to embrace diversity in all forms, celebrate our differences, and treat everyone with equity and respect. At Generac, our success is powered by Our People.

Job Summary: The Resolution Specialist is a critical team player who is responsible for providing the most escalated care to customers and other business and government entities in a timely manner with an emphasis on providing accurate information, effective communication and issue resolution.

Essential Duties and Responsibilities: Case Resolution

• Handles escalated calls/cases when a call is deemed beyond the scope of responsibility of the Customer Support Team or requires in depth investigation, coordination and follow up with the customer and/or their service provider
• Works closely with the customers servicing dealer to come to a quick resolution
• Investigates consumer questions and concerns, documenting results
• Works with cross-departmental teams to resolve issues, including but not limited to; social media, BBBB, legal, etc.
• Maintains product knowledge through training and continuing education;

• Provides accurate information to customers in a timely manner

• Other duties as assigned

Minimal Qualifications:

• High School Diploma or GED

• 2 years’ experience in escalations, resolutions, claims or case management

Preferred Qualifications:

• Bi-Lingual / Spanish

• Previous experience using SAP or equivalent ERP

Knowledge, Skills and Abilities:

• Strong multi-tasking skills along with the ability to stay calm in high pressure situations
• High proficiency with Microsoft Office Suite (e.g., Word, Excel, Outlook)
• Excellent verbal and written communication skill
• Excellent problem-solving and customer service skills
• Ability to evaluate a situation objectively and review in a supportive and empathetic manner
• Ability to troubleshoot issues, provide accurate information and issue prompt resolution
• Ability to work independently with a high attention to detail

• Ability to keyboard 40 WPM while on the phone with customers

Level of Independence: This person acts under the direction of the Resolution Supervisor

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 pounds. Specific conditions of this job include 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, national origin, disability status, protected veteran status, or any other characteristic protected by law.”