Customer Service Rep I - REMOTE

Company: Progressive technology solutions
Location: Garden City
Posted on: June 25, 2022

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