Customer Escalation Representative

HP

(Albuquerque, New Mexico)
Full Time
Job Posting Details
About HP
Our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. This motivates us — inspires us — to do what we do.
Summary
The Customer Support and Service business delivers support to our consumers both in warranty and post warranty. We do this via contractual services through delivering compelling support, service & solution offerings so that our customers are receiving value through their relationship with HP at home, at work or on the go. Our vast network allows us multiple opportunities for us to innovate, invest and to continuously improve the HP Print and Personal Systems experience.
Responsibilities
* Respond to consumer complaints/issues and collect/research necessary information to provide resolution * Utilize defined criteria and guidelines to reach the appropriate resolution for the customer * Follow up to assure resolution of issues and achieve closure * Analyze complaint/issue to identify root cause and make necessary recommendation for process changes * Process Knowledge - demonstrates through knowledge of the processes and tools. Comply with all internal Case Manager processes and procedures as documented * Customer Service – Act as a customer advocate. Listen and understand the customer’s needs and calmly lay out an expedient and logical solution. * Adapts a personal style and approach to the customer in order to effectively communicate and resolve issues. Has a strong sense of customer advocacy * This is a 24/7 operation.
Ideal Candidate
**Knowledge and Skills:** * Superior communication skills both written and verbal * Experience in customer facing role either remote or face to face * Understands internal processes and tools * Computer proficiency * Problem solving skills * Accuracy in data entry * Excellent fluency in language to be supported. * Experience in a phone based remote role * Familiarity with computer technology * Time management skills * Oversee compliance with operating procedures and standards * Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems * Understands internal processes and tools

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