Customer Care Tier 2

Harte Hanks•Greenville, SC

6h•Onsite

About The Position

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.

Requirements

Ability to travel to and from the on-site location in Greenville, SC, for work
Strong customer service skills
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

Responsibilities

Respond to all escalated claims and negotiate a resolution for the customer.
Handle 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.
Monitor 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.
Provide 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.
Document all incoming customer complaints via phone, email, or postal mail, and ensures that a proper and timely response is made.