Universal Escalations Case Manager

HP•Rio Rancho, NM

11d•$22 - $31

About The Position

Universal Escalations Case Manager Description - Uses ability as a skilled specialist to resolve customer issues while maintaining required metrics. Will own complaints from beginning to end, regain customer loyalty and avoid executive escalations. Display expert knowledge on the general aspects of the job. Consistently displays empathy, urgency, ownership, negotiation, and judgment for every customer interaction. Ability to work in both an individual and team capacity. Contribute to a positive team environment with a growth mindset.

Requirements

High school education or equivalent.
Superior communication skills both written and verbal - Bilingual French/English
Experience in customer facing role either remote or face to face
Understands internal processes and tools such as USD, Global Newton, Sterling, Serial Number Repository, Serial Number Subassembly Tracker, Part Surfer, Warranty Entitlement, myPRS, S4, Excel, SharePoint, PowerPoint, Outlook, OneNote, WISE, Word, OBS, KCI Text Tool, SpeechMiner, SABA, Sandy, and HP.com.
Computer proficiency
Problem solving skills
Accuracy in data entry
Excellent fluency in written and verbal English.
Experience in a phone based remote role
Familiarity with computer technology
Time management skills
Oversee compliance with operating procedures and standards
Advanced knowledge in call routing and case management processes for both E1 & E2 and obligation systems.
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Organizational skills to manage workflow and tasks
Process analysis and documentation
Ability to mentor and train new agents
Ability to participate or lead in projects for process or quality improvements

Nice To Haves

Preferred 3-5 years applicable experience, or equivalent combination of experience and college education.
Prior experience supporting Executive, Commercial and/or Consumer Escalations.

Responsibilities

Responsible for validating consumer and commercial customer entitlement, log case to provide a resolution or routing and dispatching an end-user to the proper resources.
Act as a customer advocate
Collaborate with other departments within HP to find solutions.
Monitor the service event through completion for compliance.
Reviews customer feedback related to customer entitlement, case management, and analysis of statistics related to customer access (phone) & case management.
Provide resolution and feedback based on analysis.
Leads projects for process or quality improvements (QA & sNPS) and documents changes.
Works with escalated customers and drives actions in post incident reviews.
Manages multiple tasks or cases simultaneously without supervision.
Acts as a mentor and may provide some supervision of other non-exempt employees.
May provide input on training material for new and existing processes.
Provide training to new and existing employees as needed.
Process expert and subject matter expert on standard and nonstandard delivery types.
Preserve customer relationships and protect the business.
Total customer ownership. (Consumer and Commercial)