Customer Relations Team- Process Lead

Customer Relations Team- Process Lead

Description -

Job Summary

This North America Customer Relations Team Process Lead role uses ability as a skilled specialist and coach  to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways. Expert knowledge on the general/technical aspects of the job. Works on assignments that are highly complex in nature where a strong degree of independent judgement, initiative and technical knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments. May supervise the activities of other non-exempt employee.

Responsibilities:

• Ensure agents have the expected knowledge and process to be successful in their roles by:
• Connect, Coach, Empower: Embrace growth mindset for yourself and empower a growth mindset in others.
• Partner to win: Create an inclusive environment that enables everyone to do their best work.
• Do what matters: Put the needs of the customer, team, and organization first, follow through on commitments, and pursue the right outcomes for stakeholders with passion and integrity.
• Collaborate with the QA team.
• Provide QA feedback, daily, as audits are available in clear metrics (85% <4 Days and 100% <14 Days)
• Requires E2E process knowledge for consumer, commercial transactional, and commercial contractual.
• Scorecard Red Metric Deep Dives, identify process gaps and agent opportunities and provide coaching and mentoring to agents.
• Strong collaboration with Trainers to help reduce knowledge or service gaps
• Take supervisor calls for case managers in real time, deep dive the complaint and provide feedback to agents if needed.
• Real time, written and verbal, red flag alerts.

  

Knowledge and Skills:

• Superior communication skills both written and verbal
• 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

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Education and Experience Required:

• 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.

Impact & Scope

• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity

• Responds to routine issues within established guidelines.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

The pay range for this role is $52,750 to $79,650 USD annually with additional

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