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 EnglishAbility to prioritize and organize effectivelyAbility to use critical thinking in complex situationsAbility to use personal computers and software applications (i.e. word processing, spreadsheets, cable/data/telephone billing system, etc.)Ability to work independently in group environmentAbility to communicate with all levels of management and company personnelAbility to show judgment and initiative to accomplish job dutiesAbility 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 troubleshooting

Required Education

High School Diploma or equivalent

Required Related Work Experience and Number of Years

Customer service experience - 4Telephone, 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 environmentExposure to moderate noise level
CRP110 2025-61660 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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