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Company Name : Harte Hanks
Location : Texas
Position : Teleservices Representative 1
Job Description : Overview of Job Responsibilities
Agents will be responsible for receiving inbound calls and troubleshooting customer issues with the goal of utilizing available tools to provide single call resolution and maintaining the utmost in customer satisfaction. Agent will need to be articulate, patient, and possess the ability to explain a wide range of technical concepts to customers of varying degrees of aptitude while maintaining a pleasant disposition.
Essential Responsibilities and Deliverables
Provide customer support through technical competence and effective communication skills.
Provide “best in class” customer experience on every customer interaction.
Troubleshoot the customer’s problems using the tools provided and troubleshooting knowledge.
Utilize superior multitasking and communication skills to simultaneously employ numerous resources to research and resolve customer issues in a timely manner.
Able to identify and escalate customer issues with empathy.
Critical Working Relationships
Work closely with internal HBO and external Consumer customers
Accept feedback from Quality Analysts, supervisors, and other sources
Qualifications, Knowledge, and Skills
Demonstrate clear written communication skills defined as the ability to clearly document symptoms, troubleshooting steps and compose professionally written emails/escalations while typing at least 30 words per minute.
Demonstrate clear verbal communication skills defined as the ability to speak clearly in English and educate and guide customers, of all technical skill levels, through support interfaces and troubleshooting processes.
Demonstrate the ability to provide “best in class” customer experience, professionalism, and courtesy as well as a sense of confidence and ownership in resolving customer issues.
Demonstrate customer service skills defined as the ability to probe and identify customer needs, to inform and educate the customer through the support process, to use resources to quickly identify resolutions and resolve customer issues and to empathize and / or diffuse potential escalated customer complaints. An ability to control a support conversation while matching the customer’s sense of urgency is vital.
Ability to multitask defined by speaking on the phone, utilizing multiple applications for research, and typing at the same time.
Demonstrate ability to work in a fast paced, team environment
Ability to adapt to change in product, processes and last-minute updates with ease
High school diploma or equivalent
Equipment Qualifications:
Ability to work in a quiet home office space
Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent AMD Processor
No Tablets
Computer Type: PC compatible (no MACs)
Minimum OS Version: Windows 10 (with all recent updates)
Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors
Minimum RAM: 4GB or greater
Minimum Graphic Resolution: 1024×768
Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)
Monitor Size: 17 inches or larger
Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version)
Internet Connection: DSL, cable, or fiber optic hardwired (no dial-up, satellite, or 4G wireless connections)
Internet Speed: High Speed internet access, 10MBPS upload/download minimum
Anti-virus Software: Must have a current compatible version installed
USB Headset: PC headset, preferably with noise cancelling microphone, no wireless headsets
Measures of Performance
Agents are held to but not limited to metrics such as schedule adherence, average handle time, quality scores etc.
Personal Attributes
Good analytical and problem-solving skills
Ability to sit for long periods of time
Ability to work flexible shifts
Attention to detail
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.
This post is listed Under Texas jobs
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