Customer Care Tier 2

Harte Hanks; Greenville (SC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health insurance

HSA

Educational assistance

Voluntary plans (cancer, accident, etc

401(k) match

Pet Insurance

Employee discount programs

Job summary

Harte Hanks in Greenville, SC seeks Tier 2 Customer Care Team Members to proactively manage customer escalations and provide timely resolutions. You will monitor multiple channels, document cases, and collaborate with leadership to implement preventive actions.

Ideal candidates have strong communication skills, basic computer proficiency, and hands-on experience in customer-facing environments. This is an on-site role with benefits and growth opportunities.

Qualifications

• Must pass all assessments, background, and drug screening.
• Experience with customer-facing environments (retail, call center, hospitality) is a plus.
• Excellent written and verbal communication required.

Responsibilities

• Manage and resolve customer escalations across multiple channels.
• Monitor communications, document cases accurately, and provide timely updates to leadership.
• Identify recurring issues and contribute to preventive solutions.
• Respond to escalations via defined channels and negotiate resolutions with customers.
• Maintain logs for follow-up and status updates with Legal and other teams.

Skills

Travel on-site

Analytical thinking

Case management

Written communication

Multitasking

Customer interaction

Microsoft Office

Microsoft Teams

Outlook

Excel

Tools

Microsoft Word

Excel

PowerPoint

Teams

Outlook

Job description

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.

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

• Team members will courteously respond to all escalated claims and negotiate a resolution for the customer.
• Dedicate to handling escalations that arrive through one of the defined escalation channels (i.e., Executive escalations, BBB, CEO email, Legal (e.g., small claims, Attorney demand, Attorney General, etc.), Media (e.g., via corporate communications), letters/email to the office of the President)
• Detect recurring situations and report them to the Supervisor with a potential resolution plan to offer assistance prior to it becoming a corporate escalation.
• Responsible for monitoring the OOP hotline, voicemail, and ensuring customers' calls are addressed and returned
• 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
• Responsible for documentation for all incoming customer complaints via phone, email, or postal mail, and ensures that 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
• 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
• Must pass all assessments, background, and drug screening

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….

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.