{"id":2972443,"url":"https://alion.io/job/hp-customer-solutions-representative","title":"Customer Solutions Representative","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":136,"ghost_share":0,"stale_share":0.978,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rio de Janeiro, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":40000,"max":48000,"currency":"USD","period":"year","gross":null,"usd_annual":48000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"closed","first_seen_at":"2026-09-10T00:00:00Z","employer_posted_date":"2026-09-10","last_verified_at":"2026-10-22T22:13:42Z","board_verified":false,"closed_at":"2026-10-22T22:13:42Z","days_open":42,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":42},"description":"Customer Solutions RepresentativeDescription -\nDescription\nSMB Order Support Voice Representatives serve as HP's frontline customer support specialists, providing exceptional service primarily through inbound phone calls while also supporting customer email communications and post-order case management. Representatives take ownership of customer inquiries from initial contact through resolution, delivering white-glove support for order-related issues including returns, exchanges, cancellations, credits, and post-order concerns.\nThis role requires strong problem-solving skills, sound judgment, and the ability to manage complex customer situations while balancing a high-volume inbound phone queue. Representatives act as HP Expert Problem Solvers by protecting the customer experience, accurately documenting customer interactions, and partnering across multiple business teams to ensure timely resolution.\nIndividuals in this role work independently, exercise strong decision-making skills, contribute to process improvements, mentor peers, and serve as subject matter experts for voice operations and post-order support.\nResponsibilities\nAnswer and manage a high-volume inbound customer phone queue while maintaining service level expectations.\nTake ownership of customer issues from initial contact through resolution or appropriate escalation.\nProvide exceptional customer support for order status, returns, exchanges, cancellations, credits, tax exemption requests, and other post-order inquiries.\nSupport customers through both inbound phone interactions and written email communications.\nCreate, maintain, and accurately document CRM cases for every customer interaction, ensuring complete case ownership and compliance.\nValidate customer entitlement and route customers to the appropriate resources when necessary.\nApply strong problem-solving skills to resolve complex customer situations while protecting the customer experience.\nPartner with Sales, Chat, Escalations, PCE, Logistics, and other internal organizations to resolve customer issues.\nProcess assisted returns and other non-standard post-order requests in accordance with HP policies.\nMonitor customer cases through completion to ensure timely follow-up and SLA compliance.\nReview customer feedback and operational trends to identify opportunities for process and quality improvements.\nParticipate in or lead projects that improve customer experience, operational efficiency, or quality.\nServe as a process expert and subject matter expert for voice operations and post-order support.\nMentor team members and assist with onboarding and training of new employees.\nContribute to the development of training materials, documentation, and operational procedures.\nEducation and Experience Required\nHigh school diploma or equivalent required; some college coursework preferred.\nTypically requires 5+ years of customer service, customer relations, or contact center experience, or an equivalent combination of education and experience.\nExperience supporting customers in a high-volume inbound phone environment is strongly preferred.\nExperience handling complex customer issues, case management, and post-order support is preferred.\nPrevious experience mentoring peers, supporting training initiatives, or serving as a subject matter expert is a plus.\nKnowledge and Skills\nExcellent verbal and written communication skills with the ability to build rapport and professionally manage difficult customer interactions.\nDemonstrated experience in a customer-facing role, preferably within an inbound contact center or remote support environment.\nStrong problem-solving and critical thinking skills with the ability to independently resolve complex customer issues.\nProven ability to manage multiple priorities while maintaining accuracy and attention to detail.\nExperience creating, documenting, and managing customer cases using CRM and case management systems.\nStrong understanding of call handling, case ownership, escalation processes, and customer service best practices.\nProficiency with Microsoft Office and the ability to quickly learn new business applications and technologies.\nStrong organizational and time management skills with the ability to meet service level expectations in a fast-paced environment.\nAbility to interpret and follow documented policies, procedures, and compliance requirements.\nExperience analyzing processes, identifying improvement opportunities, and participating in process or quality improvement initiatives.\nAbility to mentor, coach, and support the development of new and existing team members.\nDemonstrated ability to work independently while collaborating effectively across multiple business partners and teams.\nExperience providing white-glove customer support and taking ownership of customer issues from initial contact through final resolution.\nThe pay range for this position is $40,000 to $48,000 USD Annually\nStates of America candidates only). Pay varies by work location, job-related\nknowledge, skills, and experience.\nBenefits:\nHP offers a comprehensive benefits package for this position, including:\n* Health insurance\n* Dental insurance\n* Vision insurance\n* Long term/short term disability insurance\n* Employee assistance program\n* Flexible spending account\n* Life insurance\n* Generous time off policies, including;\n* 4-12 weeks fully paid parental leave based on tenure\n* 13 paid holidays\n* 15 days paid time off (US benefits overview\n[https://hpbenefits.ce.alight.com/])\nThe compensation and benefits information is accurate as of the date of this\nposting. The Company reserves the right to modify this information at any time,\nwith or without notice, subject to applicable law.\nJob -\nSales OperationsSchedule -\nFull timeShift -\nNo shift premium (United States of America)Travel -\nNoRelocation -\nNoEqual Opportunity Employer (EEO)-\nHP, 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).\nPlease 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.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":6775,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Health insurance","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Laptops","Printers & Scanners"],"lifecycle":[{"event":"open","at":"2026-10-21T03:02:26Z"},{"event":"close","at":"2026-10-22T22:13:42Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":48000,"is_top_pay":false},"html_url":"https://alion.io/job/hp-customer-solutions-representative","json_url":"https://alion.io/job/hp-customer-solutions-representative.json","meta":{"generated_at":"2026-10-25T06:23:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8795,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhp-customer-solutions-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhp-customer-solutions-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhp-customer-solutions-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hp-customer-solutions-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhp-customer-solutions-representative"}]}