This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
Provide professional service to customers and resolve requests or case issues received via telephone and emails.
Communicate with customers about the requirements of the return of leased IT assets and coordinate the return of leased IT assets:
• Field questions from Customer relating to returns
• Issue asset list/shipment forms to customer on returns initiation
• Create CR (customer return) number in system for the return of assets
• Communicate and confirm with customers about pick up service fee
• Arrange pick up service for customers
• Assist returns reconciliation specialist with surplus queries if necessary
• Communicate operational process changes to customer
• Communicate with customer about missing and defect of returned assets
• Bill the customer for the missing and damage charges.
• Support total customer experience
• Collaborate with team and supporting roles
• Follows established guidelines and interprets policies
• Evaluates unique circumstances and makes recommendations.
Education and Experience Required:
- Typically a Bachelor's degree or equivalent experience and 2-4 years related experience or Master's degree and up to two years experience.
- 3-6 years related experience in a telephone support position in a service or end-user support environment.
Knowledge and Skills:
- Working knowledge of the field of Customer Relations.
- Demonstrated verbal communication and customer service skills.
- Intermediate-level knowledge of operating systems software.
- Basic understanding on IT product lines.
- Demonstrated writing/correspondence skills.
- Experience and demonstrated presentation skills.
- Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.
Additional Skills:
Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 6 more}What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected:
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ServicesJob Level:
Intermediate
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.