Customer Care Team Member

Customer Care Team Member

Location: US

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 Customer Care Team Member serves as the first point of contact for streaming account customers across voice and, when applicable, digital support channels. This role is responsible for delivering exceptional customer experiences by effectively diagnosing issues, communicating clearly, applying critical thinking, and guiding customers toward resolution.

Essential Functions & Responsibilities:

• Handle inbound customer contacts professionally and efficiently through voice and/or digital channels.
• Deliver accurate information regarding products, services, billing, accounts, devices, and troubleshooting processes.
• Listen actively to customer concerns, identify root causes, and confirm understanding before proposing solutions.
• Ask relevant questions to accurately diagnose customer issues.
• Resolve inquiries and complaints using available tools, knowledge resources, and procedures.
• Navigate multiple systems and information sources while maintaining seamless customer experience.
• Document interactions accurately and conduct follow-up communications as required.
• Collaborate effectively with internal and external partners.
• Maintain confidentiality and comply with company policies and procedures.
• Continuously learn and apply new processes, tools, and service updates.

Qualifications, Knowledge, and Skills

• Ability to work flexible shifts based on business needs
• Prior call center experience preferred
• Communicates clearly, professionally, and confidently in English. Can explain information in a way customers can easily understand.
• Identifies customer issues accurately and uses available resources and critical thinking to determine effective solutions.
• Demonstrates empathy, patience, and commitment to resolving customer concerns.
• Able to adjust quickly to new information, changing situations, and customer needs.
• Learns new processes, tools, and products quickly and applies knowledge effectively.
• Navigates multiple systems and applications efficiently and demonstrates basic troubleshooting skills.
• Strong customer service skills
• Analytical thinking and problem-solving
• Ability to navigate multiple windows and applications to provide accurate information to end users
• 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)
• High school diploma or equivalent
• Must pass all assessments, system, and background checks

Work from Home Personal Computer Requirements

• Desktop or laptop computer with Windows 11 Operating System (Sorry No Apple, Chrome OS, or Tablets)
• Additional Monitor (2 monitor minimum requirement)
• Wired USB headset
• Ability to connect an ethernet cable to a wired modem connection (wireless and Wi-Fi modems are not allowed)
• Windows 11 Operating system
• Additional Monitor
• Smartphone for two-factor authentication
• Attached or embedded webcam on your personal device

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
• 401k plan with Company Match and Roth contributions with immediate vesting
• 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.