Customer Solutions Center Rep 2 - Non-Technical

Description -

Job Summary
• This role is responsible for collecting relevant customer issue details, escalating as necessary and taking ownership of customer service cases, achieving efficient resolutions through established systems and communication. The role verifies entitlement, monitors service events for compliance, and maintains meticulous documentation of encountered issues and corrective actions. The role assists in process implementation, adheres to standards, and completes assigned tasks while contributing to continuous improvement.

Responsibilities
• Collects pertinent information about customer issues, escalating through appropriate channels and proactively updating customers on progress.
• Demonstrates ownership when handling customer service cases, working toward swift and effective resolutions.
• Resolves simple to moderate issues by leveraging established systems, processes, and effective communication with operational teams.
• Verifies customer entitlement and documents cases to appropriately direct end-users to relevant resources.
• Monitors the service event until its conclusion to ensure adherence to compliance standards.
• Documents encountered problems and corrective procedures meticulously for accurate record-keeping.
• Acquires job skills, becomes familiar with company policies, and completes routine to moderately complex assignments/tasks, while making suggestions for continuous improvement.
• Adheres to established company, legal and regulatory standards, and guidelines, and ensures confidentiality in all dealings with company data.
• Assists in implementing new processes, supports department-level operational plans, and shares technical information with colleagues and clients.
• Solves defined problems using established procedures, and delivers basic technical, administrative, or operative tasks under direct instruction and close supervision.

Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in customer support, project or team management, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Account Management
• Accounting
• Billing
• Call Center Experience
• Customer Inquiries
• Customer Relationship Management
• Customer Success Management
• Customer Support
• Data Entry
• Financial Services
• Inbound Calls
• Invoicing
• Key Performance Indicators (KPIs)
• Marketing
• Outbound Calls
• Process Improvement
• Salesforce
• SAP Applications
• Technical Support
• Workflow Management

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity
• Works on assignments that are routine to moderately complex in nature and require basic problem resolution.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement