Customer Care Tier 2 - Bilingual

Harte Hanks; United States; On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Group Health

HSA

Educational Assistance

Voluntary Plans

401(k) Match

Pet Insurance

Employee Discounts

Job summary

Harte Hanks in Greenville, SC seeks a Tier 2 Customer Care Team Member to proactively manage and resolve escalations from multiple channels, ensuring timely responses and accurate documentation.

You will monitor hotlines, work with Legal and other teams, identify recurring issues, and implement preventive solutions while delivering effective resolutions. On-site role requiring travel to the Greenville location.

Qualifications

• 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.
• Some experience with an environment that includes interaction with customers (retail, call center, hospitality).
• Excellent communication, professional and grammatically correct, without jargon or slang.
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces.

Responsibilities

• Tier 2 customer care team members are problem-solvers for our customers.
• Proactively manage and resolve customer escalations from various channels with professionalism.
• Monitor communication channels, maintain accurate documentation, and identify recurring issues.
• Collaborate with leadership to implement preventive solutions while delivering effective resolutions.
• Respond to escalated claims and negotiate resolutions with customers.
• Handle escalations that arrive through defined escalation channels (Executive escalations, BBB, CEO email, etc.).
• Monitor the OOP hotline and voicemail, ensuring calls are addressed and returned.
• Review case histories to ensure correct root cause is selected and provide status updates to Legal as needed.
• Proactively monitor follow-up/SO reports to address long-pending cases and take action.

Skills

Analytical thinking

Case management

Problem solving

Communication

Multitasking

MS Office

Written communication

Tools

MS Word

MS Excel

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.