Remote Customer Care Escalation Specialist II

Harte Hanks; United States; Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

HSA

Education aid

Voluntary plans

401(k) match

Pet insurance

Employee discounts

Job summary

Harte Hanks in the United States is seeking Tier 2 Customer Care Team Members to proactively manage and resolve escalations across channels with professionalism, ensuring timely responses and thorough case reviews. You will monitor communications, document interactions, identify recurring issues, and work with leadership to implement preventive solutions while delivering effective resolutions.

Candidates should have strong customer service skills, analytical thinking, and the ability to

Qualifications

• Ability to travel to the on-site location in Greenville, SC.
• Strong customer service skills.
• Analytical thinking, case management and problem solving.
• Proficiency with Word, Excel, Teams and Outlook.
• Excellent written communication with proper grammar.
• Able to multitask across multiple interfaces.
• Experience in customer-facing environments (retail, call center, hospitality).
• Must pass assessments, background and drug screening.

Responsibilities

• Respond to escalated claims and negotiate resolutions.
• Manage escalations via Executive, BBB, Legal, and other channels.
• Identify recurring issues and propose preventive solutions.
• Monitor OOP hotline, voicemail, and ensure callbacks.
• Ensure timely updates to Legal and stakeholders.
• Review case history to confirm root cause.
• Provide timely status updates and information.
• Document all customer complaints via phone, email, or mail.

Skills

Customer service

Analytical thinking

Case management

Problem-solving

Written communication

Multitasking

Customer-facing exp

Basic computer skills

Research skills

Assessments pass

Tools

Word

Excel

Teams

Outlook

Job description

Harte Hanks in the United States is seeking Tier 2 Customer Care Team Members to proactively manage and resolve escalations across channels with professionalism, ensuring timely responses and thorough case reviews. You will monitor communications, document interactions, identify recurring issues, and work with leadership to implement preventive solutions while delivering effective resolutions.

Candidates should have strong customer service skills, analytical thinking, and the ability to