Claims Specialist

About Maddox:

We are the nation's leading provider of electrical transformers to the commercial and industrial market. We have primary locations in South Carolina, Washington State, Texas, Idaho, and Ohio. Maddox has been recognized by Inc. Magazine as one of the largest, fastest-growing companies in America.

Maddox was founded on Christian values and we are passionate about investing in the people, processes, and culture that have made this a great place to work.

Discover more at: https://www.youtube.com/@MaddoxTransformer or https://www.maddox.com/ 

About Maddox + You:

Your primary responsibility will be investigating and resolving warranty claims and return requests. You will serve as the primary point of contact throughout the claims process while gathering facts, evaluating documentation, and making sound decisions based on warranty coverage, company policy, and other available information to substantiate or deny customer claims.

This role requires clearly understanding the facts, evaluating the situation, and determining the best resolution for everyone involved. Some claims will be approved, some will require creativity, and others will need to be denied. Your ability to make fair, defensible decisions and communicate them professionally is critical to success.

You will work cross-functionally with internal teams and external vendors to investigate issues, identify root causes, and drive timely resolutions. Success in this role requires strong judgment, attention to detail, and the ability to navigate difficult conversations while maintaining positive customer relationships.

More about You:

• You enjoy solving complex problems and uncovering the facts needed to make sound decisions.
• You are comfortable making decisions in situations where information may be incomplete or conflicting.
• You can remain calm, professional, and confident during difficult conversations.
• You understand that great customer service does not always mean saying "yes." You are comfortable making decisions that customers may not agree with when those decisions are fair, justified, and in the best interests of Maddox.
• You exercise good judgment and can independently evaluate situations, weigh competing factors, and determine appropriate resolutions.
• You are resourceful and creative when developing solutions that balance customer satisfaction with business objectives.
• You maintain composure under pressure and do not shy away from conflict when it needs to be addressed.
• You can confidently explain and defend your decisions while maintaining positive working relationships.
• You are highly organized and able to manage multiple active claims without losing attention to detail.
• You take ownership of problems and follow them through to resolution.
• You have strong attention to detail and can identify inconsistencies, missing information, or potential risks.
• You know when to make decisions independently and when to seek additional input or escalation.

Experience:

This is not an entry level position, so prior relevant and demonstrated experience is required. 

• Experience in claims processing, investigations, dispute resolution, military service, law enforcement, account/project management, team leadership, or similar roles requiring independent judgment and decision-making.
• Experience handling escalated customer situations, complaints, disputes, or conflict resolution.
• Experience evaluating facts, policies, procedures, or evidence to make recommendations or decisions.
• Excellent written communication skills. You will manage a high volume of email communication and must be able to clearly explain decisions, expectations, and next steps.
• Proficient with basic computer software (G-Suite, Email, CRM’s, ERP’s, etc.)

Basics

• Full-time. The schedule is generally 7:00 AM - 4:00 PM.
• Drug-free workplace.