Customer Care Team Member

Harte Hanks • Greenville, SC

14d • Onsite

About The Position

The Parts Research/GPCA Call Agent provides specialized inbound call and email support to Authorized Service Centers (ASCs), serving as a key resource for parts research, order management, and issue resolution. This role accurately identifies service part numbers, assists with order placement and tracking, and resolves complex part-related inquiries to ensure the correct parts are selected and delivered. The agent works closely with ASCs to provide timely, accurate, and professional support, streamlining the service process, minimizing delays, and enhancing overall customer satisfaction. By maintaining a high level of product knowledge and attention to detail, the Parts Research/GPCA Call Agent ensures efficient resolution of requests while upholding established service quality and customer service standards.

Requirements

• High school diploma or equivalent
• Strong verbal and written communication skills.
• Proficiency in using customer service software and Microsoft Office Suite.
• Ability to multitask and work in a fast-paced environment.
• Excellent problem-solving skills and attention to detail.

Nice To Haves

• Associate degree preferred.
• Previous experience in a call center or customer service role is a plus.

Responsibilities

• Assist ASCs in identifying the correct part numbers for Samsung service parts using internal databases and resources.
• Verify part specifications and compatibility to ensure accurate part selection.
• Investigate and resolve inquiries related to incorrect, defective, or incompatible parts.
• Provide clear guidance on part usage and application.
• Respond promptly and professionally to ASC inquiries via phone, email, or other communication channels.
• Deliver accurate parts information to support ASCs in their service operations.
• Ensure all part research and resolution processes adhere to Samsung’s service parts policies and guidelines.
• Maintain detailed records of part research inquiries and resolutions.
• Track common part-related issues to identify trends and areas for improvement.

Benefits

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401 (k) plan with Company Match and Roth contributions
• Pet Insurance, discounted legal services, employee discount programs, and more….

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED