CX Escalations Specialist - Tier 2

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 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.