Representative II, Damage Claims
Spectrum, Saint Louis, MO, United States
Damage Claims Representative II
The Damage Claims Rep 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 emails from 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 II Damage 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.
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 - 4
Telephone, Video, High Speed Data experience - 3
Telecommunication experience or equivalent - 3
The Damage Claims Rep 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 emails from 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 II Damage 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.
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 - 4
Telephone, Video, High Speed Data experience - 3
Telecommunication experience or equivalent - 3