Harte Hanks is a global customer experience and marketing services company supporting organizations across healthcare, logistics, consulting, consumer packaged goods, e-commerce, financial services, and technology. Its services span data cleansing, enrichment and acquisition; account-based, content, search, paid social and B2C email marketing; outsourced sales and inside-sales optimization; customer care outsourcing; help center technology; and fulfillment and logistics. Harte Hanks combines data-driven processes with technology-enabled operations to support customer journeys from acquisition through service and retention.
Customer Care Team Member - Harte Hanks United States Remote
Support Harte Hanks streaming-account customers through voice and digital channels in this remote United States role. Troubleshoot devices, answer account questions, and resolve customer issues using established tools and procedures.
Description
- Act as the initial contact for streaming-account customers through voice and digital support channels
- Manage inbound customer interactions professionally and efficiently
- Give accurate guidance on products, services, billing, accounts, devices, and troubleshooting procedures
- Listen carefully to customer concerns, determine underlying causes, and verify understanding
- Use targeted questions to diagnose customer problems
- Resolve questions and complaints with approved tools, resources, and procedures
- Work across multiple systems and information sources while preserving a smooth customer experience
- Record interactions accurately and complete follow-up communications when needed
- Coordinate with internal and external partners
- Protect confidential information and follow company policies and procedures
- Learn and use updated processes, tools, and service information
Requirements
- Availability to work flexible shifts according to business needs
- Previous call center experience is preferred
- Communicate clearly, professionally, and confidently in English
- Demonstrated customer service ability
- Analytical reasoning and problem-solving skills
- Ability to work across multiple windows and applications
- Familiarity with troubleshooting iOS devices, Android devices, Xbox and PlayStation consoles, Samsung, Vizio, and Amazon smart TVs, Roku and Firestick devices, and Firefox and Chrome browsers
- High school diploma or equivalent qualification
- Successful completion of all assessments, system checks, and background checks
- Personal desktop or laptop running Windows 11; Apple computers, Chrome OS devices, and tablets are not accepted
- Additional monitor, with at least two monitors required
- Wired USB headset
- Ability to connect an Ethernet cable to a wired modem; wireless and Wi-Fi modems are not permitted
- Smartphone for two-factor authentication
- Attached or integrated webcam on the personal device
Benefits
- Group medical, dental, and vision coverage
- Health Savings Account
- Educational assistance
- Optional critical illness, accident, and hospitalization plans
- 401(k) with company matching and Roth contributions, with immediate vesting
- Pet insurance
- Discounted legal services
- Employee discount programs