Bilingual Customer Care Professional

Customer Care Tier 2 BilingualJob DescriptionWho We AreHarte 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 ResponsibilitiesTier 2 Customer Care Team Members are problem-solvers for our customers. You will be of assistance with troubleshooting customer devices or connectivity issues by providing remote support via phone, chat, SMS, email, or through monitoring social media networks.Essential ResponsibilitiesTier 2 Customer Care Team members will handle customer service and technical support for product-related inquiries with empathy and patienceAcquire customer and issue-related information to input into the CRM databaseAsk probing questions and use critical thinking to determine the root cause of an issueAfter identifying the issue, utilize all appropriate troubleshooting steps to resolve the issueWork as a consultative partner to your customer, building rapport and providing directionProvide optimal customer experience by effectively resolving customer issues in a timely mannerClearly document the caller’s inquiry, troubleshooting steps taken, and resolutionCompose professionally written emails and responses for digital channelsProfessionally and effectively defuse difficult situations over the phone and other support channelsQualifications, Knowledge, and SkillsAbility to travel to and from onsite location in Greenville, SC, for workAbility to communicate through verbal and written English and Spanish fluentlyStrong customer service skillsAnalytical thinking and problem-solving skillsFamiliar with everyday computer tasks, internet navigation, and basic researchFundamental writing skills, including basic spelling and grammar usageAbility to perform repetitive tasks and remain seated for long periods of timeSome experience with an environment that includes interaction with customers (retail, call center, hospitality)Must possess and demonstrate excellent communication, verbal communication must be professional and grammatically correct, never using jargon or slangAbility to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneouslyProficiency in Word, Excel, Teams, and OutlookMust pass all assessments, background, and drug screeningWhat We OfferGroup Health and Wellness (Medical, Dental, and Vision)Health Savings Account (HSA)Educational AssistanceVoluntary plans, including critical illness, accident, and hospitalization401k plan with Company Match and Roth contributions | Immediate vestingPet 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.