Full TimeTown and Country, MissouriPosted 09/12/2025Business unit: Field OperationsAreas of interest: Call Center, ClaimsRequisition Number: 2025-61660CRP110
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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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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