Sr Customer Service Advocate
Remote
Job Summary
Sr Customer Service Advocate role focused on providing professional solutions to end-users, dealers, and service providers for unresolved escalated case issues received via telephone and written correspondence. Acts as escalation link for field employees, executives, and channel regarding customer satisfaction issues including price dissatisfaction, product safety, complaints about the company and/or its representatives, and about authorized dealers or channels. Requires developed subject matter knowledge to solve business issues within guidelines; may lead team activities and influence decisions. Requires 4-6 years of related experience in telephone support in a service or end-user environment, plus 2 years in the microcomputer industry, and typically a bachelor's degree or equivalent experience. Key skills include excellent verbal and written communication, CRM and data analysis, knowledge of operating systems, customer experience strategy, empathy, critical thinking, and cross-functional teamwork. The role is designated as Remote/Teleworker with benefits and inclusive culture emphasis, aligning with HPE’s focus on flexible work arrangements, professional development, and equal opportunity employment.
Required Qualifications
- Typically a Bachelor's degree or equivalent experience or Master's degree and 2-4 years experience
- 4-6 years related experience in a telephone support position in a service or end-user support environment
- 2 years experience in the microcomputer industry
- Technical training in the company or other manufacturers' product lines
- Knowledge and Skills: Working knowledge of Customer Relations, CRM, operating systems, writing/correspondence, presentation skills, regulatory knowledge like consumer rights and warranty responsibility
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