Customer Service Rep - REMOTE

Position: Customer Service Rep I - REMOTE
# Customer Service Rep I - REMOTEUnited States2 hours agoID 5413146

Price on request## Details

Employment type:

Contract Remote:
Yes Company:
Progressive technology solutions## Description Take inbound calls from HP’s Small & Medium Business customers to answer questions and provide help regarding orders, payment, shipping, and returns and replacements.  - Place outbound calls to follow-up on cases that cannot be solved at first point of contact, correspond with customers through email regarding order status and/or order issues.  - Resolve cases through collaboration with HP & HP partners regarding fulfilling orders and investigating and resolving order exceptions with order processing, payment processing, factory lead-times, fulfilment, shipping and claims.  

- Book replacement orders with customers due to declines, cancels or other order problems.  - Inform customers of production changes and/or shipment delays.  - Document all customer interactions using appropriate case management tool.  - Work within the team and  Store organization to identify and help validate and implement process improvement opportunities.

Job Requirements:

• 1 to 2 yrs of relevant call center experience in a customer-facing customer service or support role
- Issue resolution expertise (problem solving & decision making)  - Excellent, professional verbal and written communication skills
- Strong Excel skills, experience with CRM applications a plus
- Order Management systems knowledge (SAP, Oracle...)  - Knowledge of computer & printing products
- High school graduate (college degree or some college a plus)    Desired Attributes:

• Customer service focused, can-do attitude, professional, detail oriented, self-motivated.  - Enjoys talking to customers and the challenge of solving customer problems.  - Ability to turn a negative situation into a positive situation.  - Integrity: honest and realistic communication of HP deliverables and time frames.
- Professional, conversational.

• Ability to embrace and lead change in a fast-paced environment.  - Demonstrates a growth mindset on a personal, team, and organizational level.  - Handling sensitive situations in a calm, constructive manner.  - Problem Resolution: know when to use tools and exceptions, when to hold the line, when to make exceptions, when to raise for higher level review.  - Accountable: takes ownership of customer concerns with empathy, credibility and confidence.

Excellent follow-up skills and attention to detail.  - Ability to multi-task, continue conversation while navigating multiple screens and applications. Skill with understanding complex information to identify root cause.  - Represents HP’s customer needs to other organizations, such as tech support.  - Maintains a reliable and dependable attendance record.
All your information will be kept confidential according to EEO guidelines.