Remote Customer Support Specialist

Visa Hunt; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

HP is seeking a customer service professional to handle inbound calls from Small & Medium Business customers, answering questions about orders, payments, shipping, returns and replacements. You will also place outbound calls to follow up on unresolved cases and email customers about order status.

You will collaborate with HP and partners to resolve order exceptions, document interactions in the case management tool, and look for opportunities to improve store processes.

Qualifications

• 1–2 years in a customer-facing call center or service role.
• Strong problem solving and decision-making abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Answer inbound calls about orders, payments, shipping, returns and replacements.
• Place outbound calls to follow up on unresolved cases and email customers about order status.
• Collaborate with HP and partners to resolve order exceptions within order processing, payment processing, and fulfilment.
• Document customer interactions in the case management tool.
• Inform customers of production changes or shipment delays.
• Identify and help implement process improvements within the HP store team.

Skills

Call center experience

Issue resolution

Verbal communication

Written communication

Excel skills

CRM applications

Order management knowledge

Product/printing knowledge

High school diploma

Education

High school diploma

Some college

Tools

SAP

Oracle

CRM software

Case management tool

Job description

HP is seeking a customer service professional to handle inbound calls from Small & Medium Business customers, answering questions about orders, payments, shipping, returns and replacements. You will also place outbound calls to follow up on unresolved cases and email customers about order status.

You will collaborate with HP and partners to resolve order exceptions, document interactions in the case management tool, and look for opportunities to improve store processes.