Universal Escalations Case Manager

Role Overview

• 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.
• 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)

Requirements

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

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
• 13 paid holidays
• 15 days paid time off