Parts Research/GPCA Call Agent

Who We Are

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics, and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.

Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe, and Asia Pacific.

Overview of Job Responsibilities

The Parts Research/GPCA Call Agent provides specialized inbound call and email support to Authorized Service Centers (ASCs), serving as a key resource for parts research, order management, and issue resolution. This role accurately identifies service part numbers, assists with order placement and tracking, and resolves complex part-related inquiries to ensure the correct parts are selected and delivered. The agent works closely with ASCs to provide timely, accurate, and professional support, streamlining the service process, minimizing delays, and enhancing overall customer satisfaction. By maintaining a high level of product knowledge and attention to detail, the Parts Research/GPCA Call Agent ensures efficient resolution of requests while upholding established service quality and customer service standards.

Essential Responsibilities

Parts Research & Support:

• Part Number Identification:

• Assist ASCs in identifying the correct part numbers for Samsung service parts using internal databases and resources.

• Verify part specifications and compatibility to ensure accurate part selection.

• Troubleshooting & Issue Resolution:

• Investigate and resolve inquiries related to incorrect, defective, or incompatible parts.

• Provide clear guidance on part usage and application.

Customer Service Excellence:

• Inbound Call & Email Support:

• Respond promptly and professionally to ASC inquiries via phone, email, or other communication channels.

• Deliver accurate parts information to support ASCs in their service operations.

• Policy Compliance:

• Ensure all part research and resolution processes adhere to Samsung's service parts policies and guidelines.

Documentation & Reporting:

• Record Keeping:

• Maintain detailed records of part research inquiries and resolutions.

• Track common part-related issues to identify trends and areas for improvement.

Qualifications, Knowledge, and Skills

• High school diploma or equivalent; associate degree preferred.

• Previous experience in a call center or customer service role is a plus.

• Strong verbal and written communication skills.

• Proficiency in using customer service software and Microsoft Office Suite.

• Ability to multitask and work in a fast-paced environment.

• Excellent problem-solving skills and attention to detail.

Working Conditions:

• Office-based environment with standard working hours.

• May require occasional overtime based on business needs.

Performance Metrics:

• Call handling efficiency and resolution rate.

• Email response time and accuracy.

• Customer satisfaction ratings.

• Adherence to company policies and procedures.

What We Offer

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401 (k) plan with Company Match and Roth contributions
• Pet Insurance discounted legal services, employee discount programs, and more….

In alignment with our core values to be inclusive and meaningful change for the better of our team, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer.