Report

Customer Care Team Member

Location

United States

JobType

full-time

About the job

Info This job is sourced from a job board

Overview

About the role

Job Title:

Customer Care Team Member

Date:

2/7/24

Reports To:

(role, not name)

Campaign Supervisor

Function:

Inbound & Warm Outbound

Do you enjoy streaming online, playing video games, or creating content for social media? Do people often ask you for assistance with troubleshooting their systems or when they are having connectivity issues? Are you comfortable providing remote support to others? If you answered yes to any of these questions, you may be ready to become a #Hartemate!

Harte Hanks representatives provide remote support to customers of our entertainment, transportation, and restaurant clients. You will enjoy this role if you are comfortable using multiple handheld electronic devices and are passionate about helping others.

What’s in it for You?

100% Remote Work
Growth opportunities
Great benefits including Medical, Dental, PTO, 401k Company Match and Tuition Reimbursement just to name a few!
Join a global team with the stability of 100 years of experience and the flexibility and growth opportunities of a start-up

What You Will Do

Handle client's customer service, technical support, billing, retention and product related inquiries with empathy and patience
Ask probing questions and use critical thinking to determine root cause of the issue
Clearly document the caller’s inquiry, troubleshooting steps taken and resolution/next steps
Compose professionally written emails and follow proper escalation procedures
Educate and guide customers, of all technical skill levels, through troubleshooting processes using multiple web-based tools

What You Bring

Windows 11 Operating system (System check required)
Strong customer service skills
Analytical thinking and problem-solving
Ability to navigate multiple windows and applications to provide accurate information to end user
Ability to work flexible shifts based on business needs
Familiarity with troubleshooting iOS (iPhone/iPad), Android (Handset/Tablet), Gaming Consoles (Xbox, PlayStation), Smart TVs (Samsung, Vizio, Amazon), Streaming Devices (Roku, Firestick) and Computer Browsers (Firefox, Chrome)

What You Will Need

Clear and understandable communication through verbal and written English
Must reside in one of the following states: AR, FL, GA, KS, NC, OH, OK, PA, SC, TN, TX, VA
Smartphone for two-factor authentication
Your own desktop or laptop computer with Windows 10 or 11 Operating System (Sorry No Apple, Chrome OS, or Tablets)
Attached or embedded webcam on your personal device
Wired USB headset
Ability to connect an ethernet cable to a wired modem connection (wireless and Wi-Fi modems are not allowed
High school diploma or equivalent
Must pass all assessments, system, and background checks

Measurements of Your Success

Agents are held to but not limited to metrics such as
Attendance
Schedule / Adherence
(AHT) Average Handle Time
(QA) Quality Scores

Who We Are

Harte Hanks is a global marketing services firm specializing in multi-channel marketing solutions that connect our clients with their customers in powerful ways. Experts in defining, executing, and optimizing the customer journey, Harte Hanks offers end-to-end marketing services including consulting, strategic assessment, data, analytics, digital, social, mobile, print, direct mail and contact center. From visionary thinking to tactical execution Harte Hanks delivers smarter customer interactions for some of the world’s leading brands.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

About the company

Global marketing services firm delivering multi-channel marketing solutions.

Skills

Windows 10/11

Multiple web-based tools