Bilingual Customer Solutions Rep IV - Madison, Wisconsin
HP - Wisconsin

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Bilingual Customer Solutions Rep IV - Madison, Wisconsin - 1060998 Description
      • Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
      • Monitor the service event through completion for compliance.
      • Manage the service requests of customers through different access channels.
      • 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.
      • Participates/leads in projects for process or quality improvements.
      • Works with escalated customers and recommends actions in post incident reviews.
      • Manages multiple tasks or cases simultaneously with minimal supervision.
      • May act as a mentor or trainer in the team.

      Education and Experience Required:
      • High school education or equivalent.
      • Typically requires 3-5 years general experience, or equivalent combination of experience and college level education.
      Knowledge and Skills:
      • Superior communication skills both written and verbal
      • Speaking in Spanish
      • Experience in customer facing role either remote or face to face
      • Understands internal processes and tools
      • Computer proficiency
      • Problem solving skills
      • Accuracy in data entry
      • Excellent fluency in language to be supported.
      • Experience in a phone based remote role
      • Familiarity with computer technology
      • Time management
      • Skills Oversee compliance with operating procedures and standards
      • Experience in call routing and processes as well as case logging systems and obligation systems
      • Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
      • Ability to mentor and train new agents

      Job - Services
      Primary Location - United States-Wisconsin

      Schedule - Full-time
      Job Type - Experienced
      Shift - Day Job
      Travel - No

      HP - 20 months ago - save job - block
      About this company
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      Hewlett-Packard Company, or HP, is an American multinational information technology corporation headquartered in Palo Alto, California, USA...