Rep I, Damage Claims

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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.
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 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
CRP145 2025-63369 2025
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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