Representative II, Damage Claims

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

The Damage Claims Rep II must have in-depth knowledge of multiple systems and experience handling escalated situations. This position serves as the point of contact between field management and customers, and supports Damage Claim Rep I by managing complex claim escalations.

Responsibilities

• Handle escalated or complex damage claim escalations, acting as the primary liaison between field management and customers.
• Provide support and assistance to the Damage Claim Rep I.
• Respond to service inboxes and customer inquiries via phone and email, resolving claims efficiently.
• Enter damage tickets into the ticketing system and update systems as required.
• Complete required liability forms for submission to risk management and assist supervisors in reviewing them.
• Troubleshoot complex situations and engage department or KMA management to resolve issues.
• Collaborate with KMAs, other departments, and customers to ensure timely resolution of damage claim reports.
• Access multiple billing systems for account information; conduct research; review and validate missed SLAs for accurate reporting to Field Operations.
• Accurately document customer interactions and claim details.
• Generate reports for management as required; track multiple items in spreadsheets.
• Assist supervisors with quality reviews of the ticketing system to ensure accurate reporting.
• Attach emails and complete follow‑ups for Rep I and Rep II Damage Claims Representatives who are out of the office.
• Report and escale Field Ops missed SLAs and other trends as needed.
• Perform multiple tasks simultaneously and follow direction with minimal supervision.
• Perform other duties as requested by supervisor.

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 and software applications.
• Ability to work independently in a 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, 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 and 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 – 4 years.
• Telephone, Video, High Speed Data experience – 3 years.
• Telecommunication experience or equivalent – 3 years.

CRP 2025

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.

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