Customer Care Tier 2

Harte Hanks•Greenville, SC

2d•Onsite

About The Position

Harte Hanks is hiring a Customer Care Tier 2 team member to manage corporate customer escalations from intake through resolution. The role handles cases received through channels such as executive escalations, the Better Business Bureau, CEO email, legal matters, media, and correspondence to the Office of the President. The team member reviews case histories, identifies root causes, determines resolution options, and negotiates outcomes with customers. The position requires independent case ownership, sound judgment, and minimal supervision. The team member communicates with customers and internal partners, documents case activity, monitors escalation channels and service orders, and works to resolve cases promptly and effectively. The role is based on-site in Greenville, South Carolina, and requires the ability to travel to and from that location.

Requirements

Ability to travel to and from the on-site 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 that involves handling customer escalations, such as retail, a call center, or hospitality.
Professional, grammatically correct verbal communication without 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 screening, and drug screening.

Responsibilities

Receive and case-manage escalations submitted through defined channels, including executive escalations, the BBB, CEO email, legal matters, media, and letters or email to the Office of the President.
Review case histories, identify causes of escalation, determine resolution options, and negotiate solutions with customers.
Provide timely responses, updates, feedback, status information, and other required information to Legal.
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.
Manage, document, and coordinate 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 related to assigned cases.
Formulate recommendations and options for resolving customer issues.
Close assigned cases in a timely and efficient manner.