Universal Escalations Case Manager

HP•Rio Rancho, NM

9d•Onsite

About The Position

This role is responsible for overseeing customer entitlement validation and case documentation for efficient routing. The role manages diverse customer service requests across channels, analyzes feedback, and leads projects for process improvement. The role collaborates with escalated customers, ensures effective processes, troubleshoots complex issues, and provides mentoring to enhance organizational performance.

Requirements

High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 8+ years of related work experience, preferably in customer support, project or team management, or a related field.
Account Management
Accounting
Billing
Call Center Experience
Customer Inquiries
Customer Relationship Management
Customer Success Management
Customer Support
Data Entry
Financial Services
Inbound Calls
Invoicing
Key Performance Indicators (KPIs)
Marketing
Outbound Calls
Process Improvement
Salesforce
SAP Applications
Technical Support
Workflow Management
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Responsibilities

Oversees validation of customer entitlement and documentation of cases to facilitate the precise routing or dispatching of end-users to suitable resources.
Oversees the progression of the service event until completion, ensuring alignment with established compliance standards.
Manages the diverse service requests of customers through various access channels.
Evaluates customer feedback concerning customer entitlement and case management, along with analyzing statistics tied to customer access (phone) and case management, delivering resolutions and feedback grounded in the analysis.
Manages projects aimed at refining processes or enhancing quality, meticulously documenting the changes introduced.
Collaborates with escalated customers and takes charge of driving actions during post-incident reviews.
Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
Assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.