Customer Care Team Member

Regular Full Timemid

OtherCustomer Care

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Quick Summary

Technical Tools

OtherCustomer Care

Customer Care Representative

Inbound

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.

Responsibilities

~1 min read

→Handle inbound calls in a courteous and efficient manner while providing callers with marketing materials related to Medicare plans, products, and pricing
→Have a goal of utilizing available tools to provide single call resolution and maintaining the utmost in customer satisfaction
→Gain an understanding of plans, their benefits, and features
→Provide informational brochures via mail or email
→Schedule call backs for the Sales Team
→Acquire caller and enrollment related information and input data into multiple tools accurately
→Deploy speak and spell methodology using the phonetic alphabet
→Provide optimal consumer experience by effective listening and communication skills
→Maintain our high standard of professionalism and conduct
→Work closely with internal and external Consumer Customers

→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 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

Requirements

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Clear and understandable speaking voice over the phone & microphone control

Strong customer service and data entry skills
Analytical thinking, excellent listening skills, and attention to detail
Intermediate to advanced experience resolving computer application issues and navigating multiple windows to provide accurate information to end user (multiple screens recommended but not required)
Ability to type quickly and accurately

Ability to work flexible shifts based on business needs (including Holidays, Weekends, & Evenings)
1 year or more inbound call center experience preferred
Prior medical or health insurance experience preferred
Knowledge of medical terminology helpful
Comfortable with constructive feedback and willing to improve

Agents are held to but not limited to metrics such as:
- Attendance
- Schedule / Adherence
- (AHT) Average Handle Time of 4:00 Minutes
- (QA) Quality Score average of 85%