Customer Service Rep I - REMOTE

Overview

Take inbound calls from HP’s Small & Medium Business customers to answer questions and provide help regarding orders, payment, shipping, and returns and replacements.

In Short

• 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.
• 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.

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).

Benefits

• 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.
• Accountable: takes ownership of customer concerns with empathy, credibility and confidence.