JOB SUMMARY

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 JOB 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 EnglishAbility to prioritize and organize effectivelyAbility to multitask at a high levelAbility to use critical thinking in complex situationsAbility to use personal computer & software applicationsAbility to work independently in group environmentAbility to effectively address/resolve customer complaints and issuesAbility to work while seated for prolonged periods of timeAbility to communicate orally and in writing in a clear and straightforward and professional mannerDemonstrated knowledge of all three lines of business (Cable, HSI, Telephone)Knowledge of office procedures and Company policiesKnowledge of KMS and CSG Knowledge of service troubleshootingKnowledge of MS Office Suite

Required Education

High School Diploma or equivalent

Required Related Work Experience and Number of Years

Customer service experience - 3Telephone, Video, High Speed Data experience - 2Telecommunication experience or equivalent - 2
CRP145 2025-58435 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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