North America Customer Relations Team Case Managers

North America Customer Relations Team Case Managers

Description -

Job Summary
• 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.

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.

Education & Experience Recommended
• 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.

Knowledge and Skills:

• Superior communication skills both written and verbal (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, Qualtrics, Neqqo,, 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

The pay range for this position is $22 up to $31 per hour (applies to US candidates only).  Pay varies by work location, job-related knowledge, skills, and experience.

The base pay range for this role is $45,760 up to $65,500 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only).  Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• 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 (US benefits overview)

The compensation and benefits information is accurate as of the dat