Customer Relationship Advocate

Description -

This Customer Relationship Advocate is responsible for collaborating with various teams to resolve customer issues ensuring utmost customer satisfaction and seamless customer service experience. The role involves efficient handling of customer inquiries through multiple channels meticulous tracking of open tickets and diagnosing root causes for prompt resolutions. The role includes interacting with customers and contributing to department goals through recommendations for efficiency improvements.

What a Customer Relationship Advocate does at HP:
Collaborates directly with technical support engineers quality analysts and sales staff to promptly resolve customer issues fostering a cohesive team approach.
Ensures exceptional customer satisfaction by addressing setup/usage queries and product-related concerns efficiently processing customer requests through various communication channels including phone email and instant messaging.
Keeps meticulous track of open tickets ensuring timely resolutions across the organization and proactively communicating progress.
Assumes responsibility for handling open service requests implementing effective fixes and meticulously documenting cases for escalation.
Diagnoses the root causes of failures to facilitate prompt resolutions and maintains detailed records for future reference.
Addresses customers technical issues including but not limited to product compatibility and configuration support entitlements and validation invoice and shipping inquiries electronic support troubleshooting and product availability.
Interacts effectively with customers company sales and service representatives addressing a wide range of pre-sales and post-sales inquiries.
Assists in achieving department goals and actively contributes by making recommendations to management to improve efficiency and effectiveness.
Develops conclusions recommendations and written reports contributing proactively through research and data analysis support and sharing knowledge to foster a knowledge management culture.
Works independently on moderate scope problems applying professional expertise exercising judgment and resolving various issues by following company policies and procedures.

Individuals who do well in this role at HP usually possess:
Four-year or Graduate Degree in Computer Science Information Systems Engineering or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 2-4 years of work experience preferably in telephone support microcomputer industry or a related field or an advanced degree with little or no work experience.

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
Responds to routine issues within established guidelines.

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.

Sustainable impact is HPs commitment to create positive lasting change for the planet its people and our communities. This serves as a guiding principle for delivering on our corporate vision to create technology that makes life better for everyone everywhere.

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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 HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal