Customer Service Representative I

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🕒 April 1

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PTSOL ® - Progressive Technology Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

🏢 Enterprise

🎯 Recruiter

Enterprise • Recruitment

PTSOL ® - Progressive Technology Solutions is a leading provider of technology and talent solutions, headquartered in Silicon Valley and the Washington D. C. Metro. The company specializes in digital transformation services for Fortune 1000 firms, leveraging disruptive technologies and talented professionals to create successful business transformations and outcomes. PTSOL is recognized for its comprehensive technology services, talent solutions, and thought leadership, which support its clients' sourcing, contracts, business, IT, and program management needs. As a global high-tech firm, PTSOL continues to expand internationally, offering both full-time and contract opportunities and aiming to maintain a balance between professional and personal growth for its employees.

📋 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)

🏖️ Benefits

• Employees can work remotely