Remote Customer Service Rep I

Summary

The selected candidate will be responsible for answering customer queries regarding orders, payments, shipping, and returns. They will place outbound calls to follow up on unresolved cases and provide order status updates via email. The role involves resolving cases in collaboration with HP and partners, booking replacement orders, informing customers of production changes or shipment delays, documenting all customer interactions, and identifying 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)

Responsibilities

• Answer customer queries regarding orders, payments, shipping, and returns
• Place outbound calls to follow up on unresolved cases
• Collaborate with HP and partners to resolve cases
• Book replacement orders for 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