Tier 2 Escalations Specialist – Customer Care

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 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.