Student Veterans of America Jobs

Welcome to SVA’s jobs portal, your one-stop shop for finding the most up to date source of employment opportunities. We have partnered with the National Labor Exchange to provide you this information. You may be looking for part-time employment to supplement your income while you are in school. You might be looking for an internship to add experience to your resume. And you may be completing your training ready to start a new career. This site has all of those types of jobs.

Here are a few things you should know:
  • This site is mobile friendly. You do not need a log-in or password to access information.
  • Jobs on this site are original and unduplicated and come from three sources: the Federal government, state workforce agency job banks, and corporate career websites. All jobs are vetted to ensure there are no scams, training schemes, or phishing.
  • The site is refreshed daily to remove out-of-date content.
  • The newest jobs are listed first, so use the search features to match your interests. You can look for jobs in a specific geographical location, by title or keyword, or you can use the military crosswalk. You may want to do something different from your military career, but you undoubtedly have skills from that occupation that match to a civilian job.
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Job Information

HP Inc. Escalations Case Manager in Rio Rancho, New Mexico

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.

Responsibilities:

  • 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)

Education & Experience Recommended

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.

Knowledge & Skills

  • Superior communication skills both written and verbal

  • 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

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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