Manager overseeing a team of project engineers delivering controls and software solutions for New Generation Projects across North America. Guiding strategy, execution, and innovation within Thermal Power Solutions.
About the role
- Universal Escalations Case Manager specializing in customer issue resolution at HP. Owning complaints end-to-end and ensuring customer satisfaction with expert knowledge.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Order Fulfillment Manager ensuring on - time delivery and customer satisfaction while managing operational capabilities. Leading a team across customer service and supply chain activities.
Commodity Manager in Cluj - Napoca focusing on sourcing metals and raw materials. Shaping commodity roadmap, building supplier networks, and driving sustainability across supply chain.
General Manager overseeing campground operations at Spacious Skies Campgrounds. Leading guest services, maintenance, and team development with an emphasis on hospitality.
Engagement Manager responsible for delivery of projects at Objective. Building customer relationships and managing project governance for cloud - based solutions.
Manager leading the development of cash management solutions for corporate clients at BBVA. Responsible for strategic implementation and integration with fintech ecosystems.
Manager overseeing financial crime investigations for BBVA. Leading client monitoring and regulatory compliance efforts in financial crime risk management.
Enterprise Manager I leading development and management of payment value propositions for BBVA in Colombia. Ensuring innovative solutions and strategic implementation within the financial sector while managing international payment systems.
Associate Site Manager at Johnson & Johnson overseeing clinical trial site activities and ensuring compliance. Requires 2 - 4 years of experience and a bachelor’s degree in life sciences.
Area Manager role at Hemfrid in Gothenburg focusing on staff management and customer satisfaction. Responsible for achieving great experiences for both employees and customers daily.