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Customer Care Representative

Harte Hanks
Full Time
Posted 7 days ago
Job description

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 Harte Hanks Customer Care representatives 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.

What’s in it for You?

  • 100% Remote Work
  • Growth opportunities
  • Great benefits including Medical, Dental, PTO, 401k Company Match and Tuition Reimbursement (just to name a few)!
  • Join a global team with the stability of 100 years of experience and the flexibility and growth opportunities of a start-up

What You Will Do

  • Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills with proper grammar and spelling
  • Gain an understanding of plans, their benefits, and features
  • Assist prospects and members with questions about health insurance benefits
  • Provide informational brochures via mail or email
  • Acquire caller and enrollment related information and input data into multiple tools accurately
  • Maintain a 90% call quality average
  • 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

What You Bring

  • Strong customer service and data entry skills
  • Analytical thinking, excellent listening skills, and attention to detail
  • Ability to multi-task
  • 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)
  • Multi-tasking (typing while navigating different interfaces and talking)
  • Availability to work flexible shifts including holidays, weekends, and 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

  • Must reside in one of the following states: AR, FL, GA, IL, KS, NH, NJ, OH, TN, TX, PA, VA
  • Personal Windows 10 Operating System required with webcam and USB headset (equipment not provided)
  • High school diploma or equivalent
  • Ability to communicate through verbal and written English
  • Professional grammar and ability to read and write English
  • Must pass all assessments and systems check

Measurements of Your Success

  • Agents are held to but not limited to metrics such as:
  • Attendance
  • Schedule / Adherence
  • (AHT) Average Handle Time of 7:00 Mins
  • (QA) Quality Score average of 90%

Harte Hanks is a global marketing services firm specializing in multi-channel marketing solutions that connect our clients with their customers in powerful ways. Experts in defining, executing, and optimizing the customer journey, Harte Hanks offers end-to-end marketing services including consulting, strategic assessment, data, analytics, digital, social, mobile, print, direct mail, and contact center. From visionary thinking to tactical execution Harte Hanks delivers smarter customer interactions for some of the world’s leading brands.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

Job Type: Full-time

Work Location: Remote

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