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 HP.com 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 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.
All your information will be kept confidential according to EEO guidelines.