Bilingual (Spanish) Customer Care Team Member
Job Title
Bilingual (Spanish) Customer Care Representative
Date
1/8/2024
Reports To
Customer Care Supervisor
Function
Inbound
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. Do you enjoy talking and listening to others when they are having a difficult day? Do people often come to you when they need assistance or guidance in 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.
Overview of Job Responsibilities
- 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
Essential Responsibilities
- Ability to communicate through verbal and written English and Spanish fluently
- Strong customer service and data entry skills
- Analytical thinking, excellent listening skills, and attention to detail
- 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
Qualifications, Knowledge, and Skills
- Must reside in one of the following states: AR, FL, GA, KS, NC, OH, OK, PA, SC, TN, TX, VA
- Personal Windows 11 Operating System required with webcam and USB headset (equipment not provided)
- Smart phone for multi-factor authentication
- High school diploma or equivalent
- Ability to communicate through verbal and written English and Spanish
- Professional grammar and ability to read and write English and Spanish
- 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%
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.
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