Consumer Escalations Representative

4 months ago

Rio Rancho, United States Ascendion Full time
Job DescriptionJob Description

Description:

About Ascendion

Ascendion is a full-service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next. Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

  • Build the coolest tech for world’s leading brands
  • Solve complex problems - and learn new skills
  • Experience the power of transforming digital engineering for Fortune 500 clients
  • Master your craft with leading training programs and hands-on experience
  • Experience a community of change makers

Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

About the Role:

  • Exciting opportunity to join a partnership with HP Rio Rancho NM and Ascendion – which has been in place since 2016. Ascendion is the preferred partner for talent recruiting, hiring, developing, and career advancement for HP RR NM

Job Title:

  • Customer Service Representative

Description:

  • Manage the escalated service requests of customers through different access channels.
  • Take Inbound calls for customers calling into Escalations department. Route to appropriate area and or open a new case/complaint or escalate current case/complaint.
  • Work Ecase complaints and provide resolution to customer within specific timeframes and expectations.
  • Work flow daily 15- 20 calls and 40- 50 complaints overall to work and resolve
  • Responsible for validating customer entitlement. Log case to provide a resolution or routing and dispatching an end-user to the proper resources.
  • Act as a customer advocate
  • Collaborate with other departments within HP to find solutions.
  • Monitor the service event through completion for compliance.
  • Reviews customer feedback related to customer entitlement, case management, and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.

Minimum Qualifications:

  • 2-5 years using PC in fast paced environment
  • Prior CSR experience preferred
  • Microsoft Office proficiency and utilizes daily basis for organization and scheduling
  • Must have understanding and experience maintaining, managing, and monitoring work schedule and required call backs, deadlines and metrics using Outlook and or software platform.
  • Must be proficient in the following areas and have had hands-on experience in:
  • Using 5 or more different software flows on PC with multiple windows open and multitasking
  • Intake call documentation process and problem solving
  • Researching product supplies, selecting equipment and shipping to customer from different providers and platforms
  • Follow up on all pending resolutions for customer and documentation/tracking

Location: ON-SITE

  • 2351 HP Way, Rio Rancho, NM 87144

Salary Range: The salary for this position is $32,000 annually/$17/hour. Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: [medical insurance] [dental insurance] [vision insurance] [401(k) retirement plan] [long-term disability insurance] [short-term disability insurance] [5 personal days accrued each calendar year. The Paid time off benefits meet the paid sick and safe time laws that pertains to the City/ State] [10-15 days of paid vacation time] [6 paid holidays and 1 floating holiday per calendar year] [Ascendion Learning Management System]

Want to change the world? Let us know.

Tell us about your experiences, education, and ambitions. Bring your knowledge, unique viewpoint, and creativity to the table. Let’s talk

Company DescriptionAscendion is an ally for enterprise digital innovation.

We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. By embracing the future of work, we bring creativity and execution excellence together to make the digital journey valuable (and even fun)

Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation for Global 2000 clients.

Headquartered in New Jersey, our hybrid workforce delivers solutions from around the globe. Ascendion is committed to building technology that elevates life with an inclusive workforce, service to our communities, and a vibrant culture.Company DescriptionAscendion is an ally for enterprise digital innovation. \r
\r
We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. By embracing the future of work, we bring creativity and execution excellence together to make the digital journey valuable (and even fun)\r
\r
Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation for Global 2000 clients. \r
\r
Headquartered in New Jersey, our hybrid workforce delivers solutions from around the globe. Ascendion is committed to building technology that elevates life with an inclusive workforce, service to our communities, and a vibrant culture.

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