Damage Claims Representative

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 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

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Preferred Education

Preferred Related Work Experience and Number of Years

WORKING CONDITIONS
Office, team setting environment
Exposure to moderate noise level