Customer Service Representative

Harte Hanks is a leading global customer experience company, and they are seeking a Tier 2 Customer Care Team Member. The role involves providing exceptional customer service and technical support, troubleshooting issues, and ensuring a positive experience for customers in the fast-paced environment of basketball fandom.

Responsibilities:

• Handle escalated calls regarding customer service and technical support for product-related inquiries with empathy and patience
• Acquire customer and issue-related information to input into the CRM database
• Ask probing questions and use critical thinking to determine the root cause of an issue
• After identifying the issue, utilize all appropriate troubleshooting steps to resolve the issue
• Work as a consultative partner to your customer, building rapport and providing direction
• Provide optimal customer experience by effectively resolving customer issues in a timely manner
• Clearly document the caller’s inquiry, troubleshooting steps taken, and resolution
• Compose professionally written emails and responses for digital channels
• Professionally and effectively defuse difficult situations over the phone and other support channels

Requirements:

• Windows 10 Operating system (System check required)
• Strong customer service skills
• Analytical thinking and problem-solving
• Ability to navigate multiple windows and applications to provide accurate information to end user
• Ability to work flexible shifts based on business needs
• 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)
• Must reside in one of the following states: AR, FL, GA, KS, NC, OH, OK, PA, SC, TX, TN, VA
• Smart phone for two factor authentication
• Personal Windows 11 Operating System required with webcam and USB headset (equipment not provided)
• Must pass all assessments and systems check
• High school diploma or equivalent
• Ability to communicate through verbal and written English