Customer Service Rep I - REMOTE
Company: Progressive technology solutions
Location: Garden City
Posted on: June 25, 2022
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Job Description:
Company DescriptionJob DescriptionTake 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 HP.com Store
organization to identify and help validate and implement process
improvement opportunities.QualificationsJob 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
timeframes.- 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.Additional InformationAll your information will be kept
confidential according to EEO guidelines.
Keywords: Progressive technology solutions, Boise , Customer Service Rep I - REMOTE, Sales , Garden City, Idaho
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