Customer Service Specialist – Escalations

Description -

Job Summary

• This role is responsible for acting as the point of contact for addressing basic customer concerns while managing records of all interactions to share insights with the internal teams. The role collects and analyzes customer feedback, escalates complex issues, and assists the team in identifying opportunities for cross-selling or upselling. The role follows standard procedures while adhering to legal and ethical standards and undergoes training to enhance skills.

Responsibilities

• Assists in developing and implementing customer engagement plans aligned with the organization's goals and objectives.

• Responds to customer inquiries, feedback, and complaints promptly and keeps clients informed of the organization's offerings and ongoing promotions.

• Utilizes CRM software to track customer interactions, update profiles, and manage leads or opportunities.

• Identifies opportunities to cross-sell or upsell additional products or services to existing customers.

• Gathers and analyzes customer feedback to identify areas for improvement and collaborates with internal teams to implement changes based on customer input.

• Communicates order and delivery status to customers and channel partners in a clear and timely manner.

• Escalates complex or unresolved issues to higher-level customer engagement managers or relevant internal teams for resolution.

• Undergoes training and development to gain a better understanding of customer engagement processes and best practices.

• Ensures that customer engagement practices comply with relevant regulations, including data privacy laws.

Education & Experience Recommended

• Four-year Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 0-2 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field.

Preferred Certifications

• Certified Sales Operations Professional (CSOP)

Knowledge & Skills
NA

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Impact & Scope

• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity

• Learns to apply basic theories and concepts to work tasks.

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.
 

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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.

For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"