Rep II, Damage Claims

Job Summary

The Damage ClaimsRep II must have in-depth knowledge of multiple systems and have experience handling escalated situations. Responsible for handling escalated or complex damage claim escalations; becoming the point of contact between field management and the customer. Effectively
provide support and assistance to the Damage Claim Rep I. Must possess the abilities to multitask at a high level and communicate effectively.

Responsibilities 

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Provides customer support for complex and/or escalated complaints including hazardous situations;answer questions regarding services and products; receives telephone calls and responds to emailsfrom internal and external customers through the resolution of the claim.
• Provides support and guidance for the Rep I Damage Claim Representative; handles higher level escalated calls as needed.
• Enters damage tickets into ticketing system and update systems as required.
• Responds to service inbox in timely and effective manner.
• Completes required liability forms for submission to risk management; assists supervisors with reviewing liability forms completed by the Rep I
• Damage Claims Representative prior to submission to risk management
• Troubleshoots possible complex situations and engages department or KMA management to resolve an issue.
• Interacts with KMAs, 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.
• Review and validates missed SLA’s to ensure accurate reporting to Field Operations.
• Accurately and thoroughly documents customer interactions and claim detail.
• Generates reports for management as required; tracking multiple items on various spreadsheets.
• Assist supervisors with quality reviews of the ticketing system to ensure accurate reporting.
• Attaches emails and completes follow ups for the Rep I and Rep IIDamage Claims Representatives who are out of the office.
• Reports and escalates Field Ops missed SLA’s and other trends as needed.
• Performs multiple tasks simultaneous and follow direction with minimal supervision.
• Performs other duties as requested by supervisor.

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 

• 4 Years of Customer service experience
• 3 Years of Telephone, Video, High Speed Data experience
• 3 years of Telecommunication experience or equivalent 

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CRP155 2024-30072 2024
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