Customer Service Rep $15.23/hr

Industry

Call Center and Customer Service

Advert ID

USA_607081

Location

Boise

Job Type

Contract

Hours

Full-Time

Salary Range

Up to USD15.23/hr

No. of Openings

1

Branch Information

Boise, ID - (USA) 1109 West Main Street Suite 230 ID Boise , ID 83702

ContactNumber

208-375-8040

Job Description

Detailed Job Description



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.



Skill Set



Customer Service, phone skills, professional communication verbal and written