Customer Service Representative

August 5, 2023

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PTSOL ® - Progressive Technology Solutions

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Progressive Technology Solutions (PTSOL®) is a software product engineering and services company serving Fortune 1000, SMB and mature technology start-ups$1. .$1

Product Engineering • Project Management • Technical Consulting • Business and Process Analysis • Asset and Equipment Management (Lifecycle, Operations, MRO, Finance, BI)

201 - 500

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.

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.