AMS Escalations 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.

Preferred Certifications
NA

Knowledge & Skills
• Account Management
• Accounting
• Billing
• Call Center Experience
• Customer Inquiries
• Customer Relationship Management
• Customer Success Management
• Customer Support
• Data Entry
• Financial Services
• Inbound Calls
• Invoicing
• Key Performance Indicators (KPIs)
• Marketing
• Outbound Calls
• Process Improvement
• Salesforce
• SAP Applications
• Technical Support
• Workflow Management

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple departments and leads large, cross-division functional teams or projects.

Complexity
• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

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.
 

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Costa Rica)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement