Customer Service Rep I - REMOTE

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.