Full TimeTown and Country, MissouriPosted 04/23/2025Areas of interest: Call Center, ClaimsRequisition Number: 2025-51060CRP145
Client Reference Code: 2025-51060
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 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
Job Code : CRP145
2025-51060 Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: 13526Business Unit: Field OperationsZip Code: 63017
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