Representative III, Damage Claims

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
JOB SUMMARY
The Damage Claim Rep III must have in-depth knowledge of multiple systems and the overall damage claim process. Effectively provide support for complex problems and escalations, and provide technical assistance to the Damage Claim Rep I and Rep II. Responsible for handling escalated or complex damage claim escalations; becoming the point of contact between technical management and the customer; provide support to Manager, Damage Claims representatives and leadership.
MAJOR JOB DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Monitor, provide guidance, training and instruction on handling claims for the Rep I and Rep II Damage Claim Representatives.
• Handle complex customer issue escalations and per established policies, procedures and guidelines.
• Handle the investigation and ensure timely follow up, as resolution is achieved, on all escalated customer action forms (ECAF) that are received in damage claims.
• Interact with senior management through written and verbal communications to explain resolution of escalated customer action forms.
• Enters damage tickets into ticketing system and update systems as required.
• Troubleshoots 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.
• Generates reports for management as required.
• Represent Damage Claims in technical forums and independent meetings.
• Manage contact list for Field Operations locations.
• 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 use critical thinking in complex situations
• Ability to use personal computers and software applications (i.e. word processing, spreadsheets, cable/data/telephone billing system, etc.)
• Ability to work independently in group environment
• Ability to communicate with all levels of management and company personnel
• Ability to show judgment and initiative to accomplish job duties
• 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

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 - 4

PREFERRED QUALIFICATIONS
Preferred Education

• College course work in business or related field or equivalent experience preferred

WORKING CONDITIONS

• Office, team setting environment
• Exposure to moderate noise level

CRP110 2025-61660 2025
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