Customer Care Tier 2

Overview of Job Responsibilities

Tier 2 Customer Care Team Members are problem-solvers for our customers. You will proactively manage and resolve customer escalations from various channels with professionalism, ensuring timely responses and thorough case reviews.

Maintains accurate documentation, identifies recurring issues, and collaborates with leadership to implement preventive solutions while delivering effective customer resolutions.

Essential Responsibilities

• Proactively respond to all escalated claims and negotiate a resolution for the customer.
• Dedicate to handling escalations that arrive through executive escalations, BBB, CEO email, legal (small claims, attorney demand, attorney general, etc.), media (corporate communications), letters/email to the office of the president).
• Monitor communication channels, detect recurring situations, and report them to the supervisor with a potential resolution plan.
• Ensure escalations are reviewed and understood prior to requesting assistance from management.
• Review the history of cases assigned and ensure the correct root cause is selected.
• Timely responses for update/feedback/information to Legal when they request additional information and/or status updates.
• Proactively monitor the follow-up/SO reports to review any long-pending cases and take further action.
• Document all incoming customer complaints via phone, email, or postal mail, and ensure a proper and timely response is made.

Qualifications, Knowledge, and Skills

• Ability to travel to and from the on-site location in Greenville, SC, for work.
• Strong customer service skills.
• Analytical thinking, case management, and problem-solving skills.
• Familiar with everyday computer tasks, internet navigation, and basic research.
• Fundamental writing skills, including basic spelling and grammar usage.
• Ability to perform repetitive tasks and remain seated for long periods of time.
• Some 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 slang.
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously.
• Proficiency in Word, Excel, Teams, and Outlook.

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
• 401(k) plan with Company Match and Roth contributions | Immediate vesting
• Pet Insurance, discounted legal services, employee discount programs, and more….

About the Role

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.