Customer Solutions Representative

Customer Solutions Representative

SMB 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.

This 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.

Individuals 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.

Responsibilities

• Answer and manage a high-volume inbound customer phone queue while maintaining service level expectations.
• Take ownership of customer issues from initial contact through resolution or appropriate escalation.
• Provide exceptional customer support for order status, returns, exchanges, cancellations, credits, tax exemption requests, and other post-order inquiries.
• Support customers through both inbound phone interactions and written email communications.
• Create, maintain, and accurately document CRM cases for every customer interaction, ensuring complete case ownership and compliance.
• Validate customer entitlement and route customers to the appropriate resources when necessary.
• Apply strong problem-solving skills to resolve complex customer situations while protecting the customer experience.
• Partner with Sales, Chat, Escalations, PCE, Logistics, and other internal organizations to resolve customer issues.
• Process assisted returns and other non-standard post-order requests in accordance with HP policies.
• Monitor customer cases through completion to ensure timely follow-up and SLA compliance.
• Review customer feedback and operational trends to identify opportunities for process and quality improvements.
• Participate in or lead projects that improve customer experience, operational efficiency, or quality.
• Serve as a process expert and subject matter expert for voice operations and post-order support.
• Mentor team members and assist with onboarding and training of new employees.
• Contribute to the development of training materials, documentation, and operational procedures.

Education and Experience Required

• High school diploma or equivalent required; some college coursework preferred.
• Typically requires 5+ years of customer service, customer relations, or contact center experience, or an equivalent combination of education and experience.
• Experience supporting customers in a high-volume inbound phone environment is strongly preferred.
• Experience handling complex customer issues, case management, and post-order support is preferred.
• Previous experience mentoring peers, supporting training initiatives, or serving as a subject matter expert is a plus.

Knowledge and Skills

• Excellent verbal and written communication skills with the ability to build rapport and professionally manage difficult customer interactions.
• Demonstrated experience in a customer-facing role, preferably within an inbound contact center or remote support environment.
• Strong problem-solving and critical thinking skills with the ability to independently resolve complex customer issues.
• Proven ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Experience creating, documenting, and managing customer cases using CRM and case management systems.
• Strong understanding of call handling, case ownership, escalation processes, and customer service best practices.
• Proficiency with Microsoft Office and the ability to quickly learn new business applications and technologies.
• Strong organizational and time management skills with the ability to meet service level expectations in a fast-paced environment.
• Ability to interpret and follow documented policies, procedures, and compliance requirements.
• Experience analyzing processes, identifying improvement opportunities, and participating in process or quality improvement initiatives.
• Ability to mentor, coach, and support the development of new and existing team members.
• Demonstrated ability to work independently while collaborating effectively across multiple business partners and teams.
• Experience providing white-glove customer support and taking ownership of customer issues from initial contact through final resolution.

The pay range for this position is $40,000 to $48,000 USD Annually (States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

HP offers a comprehensive benefits package for this position, including: * Health insurance * Dental insurance * Vision insurance * Long term/short term disability insurance * Employee assistance program * Flexible spending account * Life insurance * Generous time off policies, including; * 4-12 weeks fully paid parental leave based on tenure * 13 paid holidays * 15 days paid time off (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job - Sales Operations

Schedule - Full time

Shift - No shift premium (United States of America)

Travel - No

Relocation - No

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 HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"