Customer Care Tier 2

Harte Hanks•Greenville, SC

3d•Onsite

About The Position

Harte Hanks is hiring a Customer Care Tier 2 team member for its Corporate Escalations Team. This role manages customer escalations from intake through resolution, communicating professionally and proactively with customers and internal partners. The team member reviews cases, identifies root causes, determines appropriate resolution options, negotiates outcomes, and keeps customers informed about expectations and next steps. The position requires independent judgment, outcome-focused problem solving, and effective management of assigned cases with minimal supervision.

Requirements

Ability to travel to and from the onsite work location in Greenville, South Carolina.
Strong verbal and written customer service communication skills across phone, email, and SMS text.
Experience explaining policies and processes and offering solutions to customers.
Analytical thinking and problem-solving skills.
Ability to work independently and manage workload with minimal supervision.
Familiarity with everyday computer tasks, internet navigation, and basic research.
Ability to perform repetitive tasks.
Some experience in an environment handling customer escalations, such as retail, a call center, or hospitality.
Professional, grammatically correct verbal communication; must avoid jargon and 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 screening, and drug screening.

Responsibilities

Negotiate and case-manage resolutions for customer escalations.
Receive and manage cases from defined channels, including executive escalations, the Better Business Bureau, CEO email, legal matters, media, and correspondence to the Office of the President.
Review case histories, identify root causes, determine resolution options, and negotiate solutions with customers.
Provide timely responses, updates, feedback, and case status information to Legal as needed.
Schedule, monitor, and follow up on service orders to support timely case resolution.
Identify recurring situations and report them to the Supervisor with a potential resolution plan.
Monitor the escalations hotline and voicemail and ensure customer calls are addressed and returned.
Document, coordinate, and communicate resolution offers, actions, and outcomes with internal business partner teams.
Keep assigned customers informed about expectations, next steps, and requirements for agreed resolutions.
Collect and review required customer documents, statements, and evidence.
Formulate recommendations and options to resolve customer issues.
Close assigned cases in a timely and efficient manner.