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HP Inc. Risk Customer Manager in Rio Rancho, New Mexico

Job Description

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Responsibilities

  • Train new hires for the Market Escalations team using Chevron method.

  • Train the trainer at partner sites.

  • Provide support during nesting.

  • Collaborate and provide feedback to internal teams and follow up on progress.

  • Work closely with BPAs and managers on the Escalations Team.

  • Requires E2E process knowledge on both Consumer & Commercial.

  • Lead complex projects for prevention, AMS Escalations.

  • Develop partnership with Global CRT market teams and Escalations COE team.

  • Confident and eager to take on additional more complex tasks.

  • Advanced proficiency with case management databases and tools.

  • Works with escalated customers and drives actions in post incident reviews.

  • Manages multiple tasks or cases simultaneously without supervision.

  • Process expert and subject matter expert on standard and nonstandard delivery types.

  • Phone and remote support experience. E-support experience and knowledge.

  • Understand the customer to be an advocated for the customer

Education and Experience Required

  • 1-3 years' experience in relevant technologies and customer environments.

  • Relevant industry qualification where applicable.

Knowledge and Skills

  • Excellent verbal and written communication skills.

  • Excellent analytical and problem-solving skills.

  • Computer proficiency

  • Software and hardware knowledge of internal tools and processes.

  • Advanced proficiency with case management databases and tools.

  • Superior customer service skills.

  • Phone and face to face support experience.

  • Ability to take on additional responsibility and ownership compared to entry level. Works more complex cases and is developing key and specific technology skills.

  • Problem solving skills

  • Proficient in Exec, PowerPoint, SharePoint, Outlook, Word, etc.

  • Accuracy in data entry

  • Time management skills

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).

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