Customer Service Rep I - REMOTE

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          "text": "<p>Take inbound calls from HP’s Small &amp; Medium Business customers to answer questions and provide help regarding orders, payment, shipping, and returns and replacements.<br />- 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.<br />- Resolve cases through collaboration with HP &amp; HP partners regarding fulfilling orders and investigating and resolving order exceptions with order processing, payment processing, factory lead-times, fulfilment, shipping and claims.<br />- Book replacement orders with customers due to declines, cancels or other order problems.<br />- Inform customers of production changes and/or shipment delays.<br />- Document all customer interactions using appropriate case management tool.<br />- Work within the team and HP.com Store organization to identify and help validate and implement process improvement opportunities.</p>",
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          "text": "<p>Job Requirements:<br />- 1 to 2 yrs of relevant call center experience in a customer-facing customer service or support role<br />- Issue resolution expertise (problem solving &amp; decision making)<br />- Excellent, professional verbal and written communication skills<br />- Strong Excel skills, experience with CRM applications a plus<br />- Order Management systems knowledge (SAP, Oracle…)<br />- Knowledge of computer &amp; printing products<br />- High school graduate (college degree or some college a plus)</p><p>Desired Attributes:<br />- Customer service focused, can-do attitude, professional, detail oriented, self-motivated.<br />- Enjoys talking to customers and the challenge of solving customer problems.<br />- Ability to turn a negative situation into a positive situation.<br />- Integrity: honest and realistic communication of HP deliverables and timeframes.<br />- Professional, conversational.<br />- Ability to embrace and lead change in a fast-paced environment.<br />- Demonstrates a growth mindset on a personal, team, and organizational level.<br />- Handling sensitive situations in a calm, constructive manner.<br />- 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.<br />- Accountable: takes ownership of customer concerns with empathy, credibility and confidence. Excellent follow-up skills and attention to detail.<br />- Ability to multi-task, continue conversation while navigating multiple screens and applications. Skill with understanding complex information to identify root cause.<br />- Represents HP’s customer needs to other organizations, such as tech support.<br />- Maintains a reliable and dependable attendance record.</p>",
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