HP · 1 day ago
Customer Relations Team - Health & Safety Risk Manager
Rio Rancho, New Mexico, United States of America
Full-time
Onsite
Mid Level
$50K/yr - $70K/yrHP is a leading technology company focused on providing quality customer experiences. The Health & Safety Risk Manager will be responsible for managing complex customer cases involving health and safety issues, ensuring effective resolution and maintaining customer loyalty through proactive engagement.
ComputerConsumer ElectronicsHardwareIT InfrastructureSoftware
Responsibilities
Retain customer loyalty through pro-active customer engagement and by providing best-in-class complaints resolution
Receive customer complaints and trigger proactive actions via CRM tools/email/phone/letter/fax, ensuring that the concerns are captured accurately and in a timely manner. Verify the request details with the customer. Investigate the case (rebuild the story), coordinate with other teams, mainly with Advanced Technical Support and Category, to identify action plan and best course of resolution in a timely manner and within cost constraints
Keep customer, as well as key internal stakeholders, regularly updated until full case resolution. Demonstrate sense of urgency. Provide end-to-end ownership of the case and single point of contact for customer
Work with local country CRT organization and other HP or partner business entities as required to help with case resolution
Follow up on the successful completion of each case
Be the Voice of the Customer to drive improvements through Customer Support
Develop partnerships with Global CRT market teams and SETI (Service Excellence, Transformation and Innovation) team
Conduct quality assessments to identify improvement areas and to prevent process misuse and bad practices
Logging the complaint and triggering proactive actions to ensure that the customer having an issue categorized as Health and Safety receives the right level of service
Qualify and identify a variety of customer issues and record them onto a database and take ownership for achieving full resolution with the customer
Timely communication with customers – primarily by phone with email as a secondary medium
Timely and accurate coordination of the administrative parts of the E2E case process
Build up and ensure a smooth cooperation with the main stakeholders and parties involved in Health and Safety cases, mainly Advanced Technical Support and Category, to deliver best in class customer experience
Appropriate Quality Assessments that allow us to measure the quality of CRT services and define improvement actions when required
Qualification
Required
High School Diploma or higher
Previous relevant experience in a demanding 'customer facing' environment
Excellent communicator, problem solving ability, good at negotiation and soft skills, confident telephone manner
Customer-service minded approach, strong quality oriented, can-do attitude
Able to work under pressure and maintain composure in difficult situations
Ability to exercise independent judgment within defined practices and procedures to determine appropriate action, whilst establishing and maintaining empathy with the customer
Ability to evaluate unique customer circumstances and make recommendations to business decision makers. Demonstrate common sense, apply best judgment
Be proactive, work on complaints prevention
Eagerness to learn and improve, good listener, conscientious
Meet commitments made to external and internal customers
Positive team player, capable to work in a dynamic virtual team
Ability to plan
HP's standard policies and rules (standards of business conduct etc.)
Customer complaint management processes as per CRT process documentation
Experience and literacy of MS Office products - Word, Excel, PowerPoint, Outlook
Preferred
Work experience from an international environment is an asset
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
11 paid holidays
Additional flexible paid vacation and sick leave
Company
HP is a manufacturer and seller of personal computers, printers, computer hardwares, and business solutions.
Founded in 1939
10001+ employees
H1B Sponsorship
HP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (193)
2024 (187)
2023 (190)
2022 (200)
2021 (178)
2020 (183)
Funding
Current Stage
Public CompanyTotal Funding
$5.25BKey Investors
U.S. Department of CommerceBerkshire Hathaway
2025-04-14Post Ipo Debt· $1B
2024-08-27Grant· $50M
2022-04-06Post Ipo Equity· $4.2B
Leadership Team
Alex Paranicas
Senior Director, Corporate Strategy
Andrew Bolwell
Chief Disrupter and Global Head of HP Tech Ventures
Recent News
PCMag Australia
2026-01-25
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2026-01-24
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