Executive Escalations Case Manager

Description -

Job Summary
• This role is responsible for overseeing executive customer escalations.  This 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
• Will directly handle Better Business Bureau cases (BBB).

• Review, investigate and respond to all incoming BBB complaints, ensuring timely, accurate and professional resolutions in alignment with company policies and customer satisfaction standards.
• Manages the diverse service requests of customers through various access channels.
• Conduct case analysis and complaint development: Perform in-depth analysis of BBB cases to identify patterns. 
• Handle Attorney General Complaints (Rotational Assignment).
• Provide Operational Support to Legal Team: Coordinate and generate shipping labels and logistics documentation for legal team to facilitate the secure transfer of equipment, documents, or evidence related to escalated legal cases. 
• Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
• Collaborate with internal departments including Legal, customer support and escalation teams to ensure consistent handling of regulatory complaints.

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 position is $24 to $34 USD per hour (applies to United States of America 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 [https://hpbenefits.ce.alight.com/])

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"