Lead Qualification Representative

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

Are you looking for a remote role that can utilize your customer service skills to your maximum potential? Do people often come to you when they need assistance or guidance online? Are you comfortable multitasking in fast-paced environments? If you answered yes to any of these questions, you may be ready to become a #Hartemate!

Our Inbound service representatives provide remote support to individuals who may need assistance with their payroll services. You will enjoy this role if you are able to think quickly and multitask while paying special attention to customer details.

Essential Responsibilities

• Handle inbound customer service and technical support product related inquiries via phone, chat, and email in multiple languages
• Ask probing questions and use critical thinking to determine next steps with empathy and patience
• Clearly document the caller’s inquiry, troubleshooting steps taken and resolution/next steps (including routing to the proper queue)
• Follow proper and professional escalation procedures

Qualifications, Knowledge, and Skills

• Must reside in one of the following states: AR, FL, GA, KS, NC, OH, OK, PA, TN, TX, VA
• Must pass all assessments, background, and drug screening
• High school diploma or equivalent
• Ability to communicate through verbal and written English and French fluently
• Ability to type quickly and accurately; must be able to pass a typing speed test
• Ability to handle high chat and call volumes
• Strong customer service and de-escalation skills
• Strong attention to detail
• 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
• Prior CRM Experience

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.