Customer Service Rep I - REMOTE

Progressive Technology Solutions is a company that provides technology solutions and services. They are seeking a Customer Service Representative to handle inbound and outbound calls, assist customers with their orders, and resolve any issues related to payment and shipping.

Responsibilities:

• 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
• Order Management systems knowledge (SAP, Oracle…)
• Knowledge of computer & printing products
• High school graduate
• Experience with CRM applications a plus
• Some college a plus