Customer Care Team Member
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Job Description
Customer Care Team Member supporting outbound and inbound calls during customer software migrations. Managing cases, troubleshooting issues, and guiding customers to successful platform transitions at Harte Hanks.
Responsibilities:
- Conduct outbound calls to customers to initiate and support the software migration process
- Handle inbound customer calls related to onboarding, migration questions, and technical assistance
- Manage customer cases from first contact through successful completion of the migration process
- Provide clear instructions and support to guide customers through each step of the transition
- Document all interactions, updates, and progress in the case management system
- Collaborate with internal teams when escalation or additional technical support is required
- Monitor migration progress to ensure timely completion and resolve blockers proactively
- Deliver a professional, efficient, and friendly customer experience that reflects brand standards
- Maintain accurate records and adhere to compliance, quality, and data security requirements
Requirements:
- High school diploma or equivalent required
- 2 years of experience in customer service, call center, technical support, or a related field
- Strong verbal communication skills with the ability to explain software-related processes clearly
- Ability to manage multiple customer cases simultaneously with strong attention to detail
- Comfortable handling both outbound and inbound call volumes
- Basic proficiency with computers, software navigation, and CRM or case management tools
- Problem-solving skills with the ability to troubleshoot common customer challenges
- Demonstrated reliability, professionalism, and customer-first mindset
- Great organizational and time management skills to handle multiple tasks throughout your day
- Ability to troubleshoot and resolve issues that may arise during customer interactions
- Experience supporting software onboarding, implementation, or migrations preferred
- Previous experience working in logistics, shipping, or client-aligned operations preferred
- Familiarity with technical support workflows or SaaS environments preferred
- Bilingual proficiency (English/Spanish) is a plus
- Experience working in a fast-paced contact center environment preferred
- Strong ability to de-escalate, empathize, and build customer trust over the phone preferred
Benefits:
- A collaborative and inclusive work environment
- The chance to make a significant impact on our customers' lives
- 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
- Equal opportunity employer commitment to a diverse and inclusive culture
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