Customer Care Team Member

Job Title: Customer Care Representative Reports To: Customer Care Supervisor Function: Inbound 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 Do you enjoy talking and listening to others when they are having a bad day? Do people often come to you when they need assistance or guidance with a tough situation? 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! The Tier 1 Customer Care Team Members on this project provide remote support to customers of our Healthcare clients. You will enjoy this role if you are comfortable with displaying empathy in difficult circumstances and are passionate about helping others. Essential Responsibilities 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 Qualifications, Knowledge, and Skills 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 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 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 of 4:00 Minutes (QA) Quality Score average of 85% 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.