customer service representative

outbound sales representative

sales support representative

sales representative

customer support representative

Harte Hanks

I applied for this position because the job posting strongly suggested a technical support role. Although the title was Customer Service Representative, the description emphasized troubleshooting customer devices and connectivity issues, determining root cause, and utilizing appropriate troubleshooting steps to resolve problems. It also listed experience with iOS, Android, gaming consoles, streaming devices, and network connectivity troubleshooting. Based on this wording, it was reasonable to expect a Tier 1 technical support role involving hands-on diagnostics and technical resolution.

Department placement was not disclosed until the middle of the first week of training. I was assigned to a non-troubleshooting division, which was not mentioned in the posting.

In practice, my department did not handle the types of devices listed. The work primarily involved appliance-related work and documentation. There were no gaming consoles, mobile devices, streaming devices, or network troubleshooting responsibilities. The role focused mainly on customer service, claim processing, and ticket documentation rather than actual technical troubleshooting or issue resolution.

After speaking with several colleagues, I found that many employees have technical support degrees or prior technical experience and had applied expecting a similar role. Many were placed into departments where those technical skills were not utilized.

Typical Day:
A typical day involved outbound and inbound calling, gathering information, documenting details in the CRM system, creating and tracking tickets, and following policy scripts. The environment was medium-paced and heavily metrics-driven.

What I Learned:
I did gain experience in ticket creation, tracking, and proper documentation within a CRM system. These skills are transferable and valuable for future advancement in structured support environments. I also strengthened my communication skills and learned how to remain professional under pressure.

Management:
My direct supervisor was the best part of the job. They were supportive, professional, and approachable, and made an effort to assist when possible.

Workplace Culture:
The company makes an effort to keep the workplace fun and engaging. However, the office environment can be challenging. It often gets very hot and loud, with bright overhead lighting throughout the day. The desks are significantly smaller than other office or call center environments I have worked in, which can feel cramped. There were also frequent illnesses circulating in the office.

Additionally, the women’s restroom had ongoing maintenance issues, including two stall doors that did not function properly. While the restrooms were cleaned multiple times per day, odor and ventilation were sometimes concerns.

Hardest Part of the Job:
Policies and procedures changed frequently, sometimes daily. This made it difficult to feel confident in providing consistent information and required constant adjustment.

Most Enjoyable Part:
The most manageable and enjoyable times were after major holidays when call volume slowed down, and I also appreciated getting to know my colleagues during those quieter periods.

Overall, the company may be a good fit for individuals seeking customer service experience. However, the job description should more clearly outline department placement possibilities and accurately reflect the level of technical responsibility involved. Greater transparency would help applicants determine whether the role aligns with their skills and career goals.

only good as a first call center job, do not plan to stay for more than a year or two. my first supervisor was incompetent and quit a few weeks after i was put on his team. second and final supervisor was fantastic and was probably the only good supervisor on my line of business. he went out of his way to get me off time for doctors appointments and personal emergencies and we were good friends. 

another supervisor seemed to have some sort of personal issue with some agents who were not on his team, including myself. he would single these agents out and write them up for any reason he could find. when i attempted to talk to him about this issue, he essentially threatened to sit behind me and find a reason to write me up, which he had done before to other agents. i felt that if i were to go to human resources he would retaliate by finding a reason to terminate me.

culture is similar to a high school, most staff have a maturity level that matches that. for example, people would literally urinate on the floor in the bathrooms because they thought it was funny, including supervisors.. i've seen it happen. additionally, i've seen people throw trash on the floor or in the parking lot because they knew the custodial staff would have to pick it up. also, the parking spots are so small i have numerous dents in my car door from people slamming their doors open to get out.

i was asked to help program a tool that our agents would use to optimize their call flow, little did i know that i would not paid for my work and had to work on it between my calls while taking ~80 calls a day with not more than 2 minutes of downtime between calls. when i attempted to bring this up to the project manager (also my supervisor), he said that he couldn't do anything about it and he was essentially in the same situation as he was doing his normal supervisor duties in addition to helping to code this project and maintain a webserver that we hosted applications on. he wasn't paid anything extra for these additional tasks.

when i was hired on, i was initially told training would be 6 weeks, when i actually got into training i was told it would only be 5 weeks, and it ended up being 4 weeks of very scant instruction and a few days of hands-on training by taking calls with trainer assistance. training is very unhelpful, we were told by the trainers that we would learn everything on the job and that the client we were supporting didn't provide them training materials so they had to make it up as they went along. 

most of the issues lie with upper management. there were huge layoffs right before i left the company where the few remaining competent operations managers, supervisors and quality assurance specialists were fired for reasons unknown. management tends to make promises that they do not fulfill, although some supervisors will try their best to help you. 

all in all, this place is a nightmare. there are a few good supervisors and good agents here and there, but the company is largely a revolving door and is easily the most disorganized and discouraging place i have ever worked, and this is coming from someone who has worked in restaurants since he was 14. if i were to sum Harte Hanks up in two words, they would be dumpster fire.

Working at Harte Hanks started out as a promising career move. The potential of the semi-new social program held great promise for a media grad trying to find their place in the work world.  At first the team was packed with young and talented people each bringing unique and strong skills to the role. It appeared that this would be the job that took my career to the next level but that soon went out the window along with the windows themselves. 
As early as two weeks in, people started to resign in droves and I had realized that I had made a terrible mistake.  Our team dwindled to half its size soon after and as the workload increased we were forced to work weekends, something I never signed up for. In addition the lack of overtime offered made this a one sided affair.  Eventually after a long period of low staff they finally decided to hire new members.  Unfortunately the cycle of high turn over would continue to repeat itself until my resignation.
The company was prone to petty and childish decisions from upper management, and with each new change the quality of work diminished tremendously. We were taken from an open modern office with comfortable seating, windows and a convenient entrance. To a room void of windows and natural light, our desk space was cut in half and we crammed into a room with other agents. In addition the respect and admiration we once felt was replaced with feeling of guilt and of lack of value.  To make matters worst we eventually lost access to the doors that were located on the side of the building where we worked.  We were forced to make almost a full 360-degree walk around the building in the hopes of making it to our desks on time to avoid attendance points that could cost us our jobs.
When asked for an explanation into why this was done, we were given a vague answer and told, “It was for safety reasons.” It was obvious that we had become the one of the most hated teams in the company and that we were now a target of some unknown higher up that wanted to see us burn.  Equipment quality was always a second thought for them. From day 1 we inquired about getting new computers to perform a jobs better. We are always given the run around and this was never really addressed, eventually I just gave up. We were providing support for devices that were more advanced than the computers we worked on. 
I could keep going but then it might turn into a book. Heed my warning if you are considering this company, have a quick exit strategy, or the days will turn into weeks, month and years. With each passing span of time, a bit of yourself will become filled with despair and you wonder how you let this happen to your life.

This place is the ultimate joke when it comes to running a company that actually employs people. Harte Hanks runs their business like a sweatshop, counting every second, every minute of your schedule. Managers try to treat you like a child when speaking to you & are very trivial about the smallest things.
For starters, be careful if you sign on as a seasoned/temp employee (READ YOUR OFFER LETTER CLEARLY) because they will state a certain amount of time for the temp job and drag out your assignment without notice or providing you with certain benefits. Their "PTO" can vary depending on if you're seasonal or not, meaning it could be "planned" time off or "paid" time off. Yeah not confusing at all! Don't learn the hard way about their scheduling system stating you have time off & you don't. Some will have "paid" time off for "paid" holidays, while they still want others to work on the day of a "paid" holiday. The dumbest thing I've ever heard of.
They have a 1000 programs they want you to sign into each day that do not always communicate with each other &  EXTREMELY glitchy. Every time there's some "new" change or business deal expect a flood of customers calling in with a bunch of complaints about things that don't work.
Not to mention training. It has gotten better than when they first started this year with the wfh process, but prior to it was a joke and very unorganized. People were chatty, asked a ton of repeat dumb questions and the sessions just dragged out. Now they actually have someone who does the training full time,  but every week there's like 1 or 2 new trainings over stuff they you've already trained on. It becomes excessive when Harte Hanks expects you to do your daily job from start to finish of your shift. 
Lastly, they will change your schedule at the drop of a dime (especially during holidays) without the courtesy of letting you know or even asking if you are available for them to do that! SO disrespectful! All they Care about is fulfilling the business need and not the employees at all. 
Overall a very unprofessional company where management seems clueless & contradictive to what the "values" of the company are. A very shady company and practices, will deny deny DENY taking ownership of their mistakes - even if it's in black & white. Basically, if you are in a tough spot or need to make quick money until you find something more "SANE," this is your job. Otherwise RUN, stay clear from this shady place.

The work itself is pretty typical call center stuff. They rush the training, throw you into the field, then start sending you advanced calls without warning that you haven't even been trained for yet. You know, the usual. That much I can handle. I've dealt with complicated problems and difficult customers in call centers before.

What I can't deal with is their attitude of constantly looking over your shoulder, ready to pounce on you over the tiniest mistake (if you even actually made a mistake). People are waiting to come at you at any chance. Have you been in the wrong status for an extra minute? They're on you. Is your call running longer than the average time? They're on you (doesn't matter if it's a customer making completely irrational requests that are out of your control. doesn't matter if you're still in training and you're actually still within the time frame for new recruits). Etc etc. 

Your calls are not only recorded, but so is your screen (hey did I mention you have to install SRW which locks your computer into their virtual OS?). They will be tearing you apart not just for your phone call, but for what you're looking at on your screen while you're doing it. Don't have the call flow guide on screen? Even if you're not using it because the problem is something the guide doesn't actually cover (which is like 85% of the time)? Too bad. Minus points for you. Time to get lectured and subtly threatened!

They will just pick you apart at every opportunity possible and try to gaslight you into thinking it's your fault even though their standards are comically high and they haven't actually trained you fully. And the manager will come in and give you the old "don't think about this as a small time job, think about it as a long term career opportunity where you can make big money if you work super hard and prove yourself to us!" followed by "buuuuut...your best will NEVER be good enough because our standards are constantly rising and so you just need to deal with it or you'll be fired (actually said this to us)". 

I guess they think they can treat people like fast food employees since they pay around the same as some fast food places, but I'm not ok with someone constantly looking over my shoulder and interrupting me to make trivial passive aggressive corrections because they care more about their arbitrary stats on paper than they do about the customers actually getting helped, and I'm not going to put up with it. I can do better and so can you.

Worst job I have ever had. Management is OK, I started out with one Supervisor who was very supportive and helpful, then was switched to another, and I will leave that at that. The software is horrible and goes down pretty much every day, you will be blamed and told to call the "help desk" in the Philipines from your own phone and will be on hold for hours, if the help desk just hangs up and doesn't give you a reference #, as they were known to do, you will not be paid for all that time you just wasted. We were severely understaffed due to them laying off people, just to be told they were training others. By the time the others were trained it was too late, I was already checked out. If you work here be ready to be yelled at on the phone daily because of the wait of the phone que, even though you have nothing to do with it. You may be working from home but do not get excited, they pretty much make sure you are tethered to your desk, it's beyond ridiculous. If you miss 1 call you get in trouble and called out and for some odd reason they make you call the help desk, even though you know you missed a call because the calls are back to back and you don't have time to breathe, or even take a drink of water. If you do go to the restroom, you have 5 minutes and if you take longer there is a warning that blares on your desktop until you return and your rating goes down. 
Be warned, after training there is a shift raffle. If you are liked, you will get a good shift, if not you get whatever is left. But again, don't worry about that schedule as they change it on a whim. You are made to keep your schedule open your entire shift and check it regularly, because it will be changed. You may log in at 7am and it says your lunch is at 11am but then they will change it to 10am when you work until 6pm. And again remember after lunch, you only have a 15 minute break and that 5 minutes to use if you have an emergency, have to use the restroom, etc. 
They also tell you in training (which by the way for the campaign I was on was way too short) don't worry if you are on a call and need help you can get it in the Teams chat. However, what kind of "help" you receive again depends on who is working the chat and how much they like you. 
So for a recap, if you are looking to work from home, doing mindless work and getting yelled at daily by callers and called out for using the restroom more than 5 minutes, this is the job for you!

Being new to Texas and the Austin area, I believe that Harte Hankes is a hidden treasure.  Having worked for many Call Centers off and on over the years, there is no culture or environment quite like the FedEx line where I work.  

I just started working for Harte Hanks (2) months ago, and I have been extremely impressed with the opportunity for learning, growth, and advancement.  During my past experience, Call Centers were considered 'dead-end' and many workers would become burned, out and would eventually leave the organization.  What I have discovered with the FedEx line of business at Harte Hanks, along with other departments, is there are many employees who have been with the organization for numerous years; they have advanced; they have grown with the company and started from the Call Center all the way up to Senior Management. Witnessing a tangible example of promotional opportunity through personnel advancement serves as great incentive to all of us.

I have also enjoyed the diverse and energetic culture.  Management continues to incorporate a variety of fun-filled days such as Hat Day, Grilled Cheese Sandwich Day, Twin Day, and Funny Socks Day; to name a few.  These types of activities allow for positivity and amazing interaction between colleagues and staff; which trickles down into an up-beat experience with customers.  Harte Hanks is service based - from the inside outward.

It has been a joy to work for Harte Hanks; to learn new functions and to think outside the box; yet receive training in adhering to clear cut policies and procedures.  I also like that Harte Hanks' Senior Management lend a listening ear and open-door policy for input and recommendations from ALL employees.  Many ideas have been implemented into operational processes throughout the organization.  

For the short time frame I have worked at Harte Hanks, I have been blown away at the progressiveness of the organization; the wonderful personalities I have had the pleasure to interact with and learn from; and the vast platform Harte Hanks provides for each and every employee to move forward and upward within the company. I know for a fact I am fortunate to be employed at Harte Hanks, and feel I am part of a team that makes a difference by exhibiting quality service internally, and externally to all customers we assist.

During my four years with the operation I had six different first line supervisors. Four (with a possible five) different operation mangers, and three different directors. With so much overhead change, clear direction to the employee is difficult to achieve.

They had a pay freeze for the entire four years of employment but the demand decreased over the years. The bright side was the flexibility in schedule release for the day when the call volume is low. Only accepted if one could afford the time off with no pay or had the vacation to allocate. Recent culture changes developed a more sense of worth for the company. However, advancement is a challenge pass the cap position of the account your assigned to. It is rare if they allow for account transfers for pay increases, if they find value in your current position.

Although it may seem negative in review, the position is great for developing real experience in customer service/technical support. The entry-level requirements are low enough for opportunity of experience in the customer service / technical field. In addition, constant routine will develop your communication skills, typing skills, and develop techniques in problem solving.

The newly developed support structure will always have an answer for your beginning questions for your success. All you have to do is make the commitment to the team by adhering to the schedule and trying your best. Communicate responsibly of your needs or decisions if they conflict with their scheduling requirements.

The rest of the knowledge you will learn with the constant training or mocking of calls to assist in your learning process for account promotions until you reach the cap.

I've been at this workplace for several years. I have worked for three Lines of Business clients within the company, and it had been great until very recently.

People are quitting and resigning at rates I've never seen. And resignations all are coming down to terrible management. New agents are not being trained. They are not being taught how to properly work or handle the job/calls/ticket logs. Supervisors are not all able to help or assist those working under them. Some are good, but many are being dismissive and unhelpful. The schedules sometimes change on a weekly basis (they will change your off days with little to no warning! Coming in on your Monday and opening your schedule only to see you don't work that day anymore and your next weekend is one day only is frustrating with NO WARNINGS).

There is little to no regard for personal health/emergency issues and they seem to not care if their own systems do not work correctly. You will lose pay time and they will put that fault on you even if it is a technological issue within their systems.

Workers don't seem to be given the tools to succeed anymore. There seems to be no compensation for required job tools such as headsets or computers for working the job properly. Training is an absolute mess and people are walking out left and right. Worker criticisms and suggestions for the business seem to be ignored and nobody seems to be listening to them. So they are not working to solve the glaring problems being caused by management.

If you want to work here, beware. It's less and less stable as things go on and I personally am planning to leave as soon as I am financially able.

I had not ever thought of leaving this job until recently when the management became so awfully handled that I fear for job security. The pay is so low that it's not worth all of this stress.

I understand why people take positions at Harte Hanks. It's a demanding economy and in most cases we all want to eat everyday and I get that.

This is why I accepted the Social Media Support for Samsung at Harte Hanks. Yes the pay was low, $13.00, but I needed a job. This job has been nothing but a headache for me. 1/2 of the people on this project are not social media proficient so there's a lot of "herding the sheep" involved with this position.

The program manager is the most ineffective communicator, unprofessional person I have ever been "led" by. This manager will lie all day long about any and everything under the sun. He sent out an email for Easter 2013 and inquired about who wanted to work as this day was double pay. Two weeks later we find out from Human Resources that this is not a holiday by Harte Hanks standards and we will NOT be receiving double pay. As a manager why would you lie to your team?

There are people who sit on their phones all day long and do minimal work and put for the least amount of effort possible and these individuals are rewarded with shift benefits and seniority. Most recently I watched one of the best specialists in the department reach her 1 year anniversary on to be told that the client does not allow raises.

So to sum this up if you take this job and you're a good employee you will have to teach, train and be responsible for lower performing agents but do not get upset when they receive favoritism over you. You will also be lied to on a consistent basis so be sure to get everything in writing just as the previous reviewer advised.

This position is horrible considering the VP came to advise us that we will not receive any raises on the project and there is no room for advancement so sit at your desk and use the most outdated technology for a telecommunications powerhouse.

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