Customer Care Team Member - Harte Hanks : Job Details

Job Title: Customer Care Team Member Reports To: Harte Hanks Customer Care Supervisor Location: Onsite in Plano, Texas 75023 Skill: Tier 1 Email, Outbound Phone, ChatCalling all fashion aficionados! Our client, a major luxury resale company, is looking to grow their client service team. Are you energized by delivering a seamless shopping and consigning experience with every interaction? Are you passionate about luxury brands AND sustainability? Are you excited to - maybe - provide call support to a celebrity consigner? If you answered yes to any of these questions, you may be ready to become a #Hartemate!You will enjoy this role if you are comfortable with multitasking, discussing designer brands, and have a passion for fashion.What's in it for You?

• Growth opportunities
• Great benefits including Medical, Dental, PTO, 401k Company Match and Tuition Reimbursement (just to name a few)
• Onsite pool and fitness center - free for employee use!
• Be a part of a global team with the stability of 100 years of experience, with the flexibility and growth opportunities of a start-up

What You Will Do

• Handle client's customer service and product related inquiries with empathy and patience via email, outbound phone calls, chat, and SMS services
• Schedule appointments and/or call backs for the Sales Team
• Ask probing questions and use critical thinking to determine root cause of the customer need
• Clearly document the caller's inquiry, the troubleshooting steps taken, and the inquiry resolution/next steps
• Compose professionally written chats, emails, inquiry notes, and follow proper escalation procedures
• Educate and guide customers, of all technical skill levels, through troubleshooting processes using multiple web-based tools and sites
• Maintain our high standard of professionalism and conduct
• Work closely with internal and external Consumer Customers

What You Bring

• Strong customer service and data entry skills
• Personal style and fashion sense
• Excellent listening skills and acute attention to detail
• Ability to multi-task (typing while navigating different interfaces and talking)

• Availability to work flexible shifts based on business needs between 7A - 7 PM CST
• 1+ year of call center experience preferred
• Prior retail experience helpful
• Knowledge of high-end retail brands preferred

What You Will Need

• Ability to commute to our onsite office location in Plano, TX 75023
• Experience operating Windows Operating System
• High school diploma or equivalent
• Ability to communicate professionally through verbal and written English
• Must pass all assessments, background check, and drug screen

Measurements of Your Success

• Agents are held to but not limited to metrics such as:
  • Attendance
  • Schedule / Adherence
  • (AHT) Average Handle Time
  • (QA) Quality Score

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.