Harte Hanks

Business Development Rep

• Talk to a wide variety of new business contacts - including Owners, Property Managers, and Managers
• Cold call and prospect for leads to companies that could benefit from the new offer
• Maintain email and phone conversations with warm prospects to determine the driving factor in the purchase or sign-up decision
• Become a product/offer expert and learn strategies to communicate product/offer value
• Continually increase product knowledge by working closely with the Operations Supervisor
• Clearly communicate business decision drivers, costs, and benefits to showcase the product/offer as a strategic advantage

Business Development Representative

Customer Support

• Assist with troubleshooting customer devices or connectivity issues by providing remote support via phone, chat, SMS, email, or through monitoring social media networks.
• Handle 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 customers, 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

Customer Care Tier 2

• Handle client's customer service, technical support, billing, retention and product related inquiries with empathy and patience
• Ask probing questions and use critical thinking to determine root cause of the issue
• Clearly document the caller’s inquiry, troubleshooting steps taken and resolution/next steps
• Compose professionally written emails and follow proper escalation procedures
• Educate and guide customers, of all technical skill levels, through troubleshooting processes using multiple web-based tools

Customer Care Team Member

• 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

Business Development Representative

Customer Care Tier 2

Customer Care Team Member

Bilingual, Spanish Customer Care Team Member