Customer Service Representative – J3R4G56SC97KQFB6T8M-3294 in Idaho Falls, Idaho

BC Forward

This job was posted by https://idahoworks.gov : For more information,
please see: https://idahoworks.gov/jobs/2100230 Customer Service
Representative

BCforward is currently seeking a highly motivated

Customer Service

role in Boise,ID .

Position Title: Customer Service

Location: Boise,ID USA 83714

Anticipated Start Date: 09/29/2023.

Please note this is the target date and is subject to change. BCforward
will send official notice ahead of a confirmed start date.

Expected Duration: 24 Months (Contract)

Job Type: [CONTRACT]

Pay Range:$17:00/hr. to $18.88/hr.

Please note that actual compensation may vary within this range due to
factors such as location, experience, and job responsibilities, and does
not encompass additional non-standard compensation (e.g., benefits, paid
time off, per diem, etc.).

Requirements:

Customer Service

Job Description:

  • Take inbound calls from Client’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 client & client 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.

Job 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)

Desired Attributes:

  • Customer service focused, can-do attitude, professional, detail
    oriented, self-motivated.
  • Enjoys talking to customers and the challenge of solving customer
    problems.
  • Ability to turn a negative situation into a positive situation.
  • Integrity: honest and realistic communication of HP deliverables and
    timeframes.
  • Professional, conversational.
  • Ability to embrace and lead change in a fast-paced environment.
  • Demonstrates a growth mindset on a personal, team, and
    organizational level.
  • Handling sensitive situations in a calm, constructive manner.
  • Problem Resolution: know when to use tools and exceptions, when to
    hold the line, when to make exceptions, when to raise for higher
    level review.
  • Accountable: takes ownership of customer concerns with empathy,
    credibility and confidence. Excellent follow-up skills and attention
    to detail.
  • Ability to multi-task, continue conversation while navigating
    multiple screens and applications. Skill with understanding complex
    information to identify root cause.
  • Represents client’s customer needs to other organizations, such as
    tech support.
  • Maintains a reliable and dependable attendance record.

Skill Set:

  • Customer Service, phone skills, professional communication verbal
    and written.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package
including, but not imited to major medical, HSA, dental, vision,
employer-provided group life, voluntary life insurance, short-term
disability, long-term disability, and 401k.

Keywords:

Customer Care Executive/ Customer Care/ Customer Service Representative.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional
service, and workforce management expert, to fuel the development and
execution of core business and technology strategies, BCforward is a
Black-owned firm providing unique solutions supporting value capture and
digital product delivery needs for organizations around the world.
Headquartered in Indianapolis, IN with an Offshore Development Center in
Hyderabad, India, BCforward’s 6,000 consultants support more than 225
clients globally.

BCforward champions the power of human potential to help companies
transform, accelerate, and scale. Guided by our core values of
People-Centric,

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