Customer Care Tier 2 - Bilingual

Job Title

Tier 2 Customer Care Team Member

Job Description

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.

Essential Responsibilities

• Team members will courteously respond to all escalated claims and negotiate a resolution for the customer.
• Dedicate to handling 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.
• Responsible for monitoring 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
• 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
• Responsible for documentation for all incoming customer complaints via phone, email, or postal mail, and ensures that a proper and timely response is made

Qualifications, Knowledge, and Skills

• 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

What We Offer

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401 (k) plan with Company Match and Roth contributions | Immediate vesting
• Pet Insurance, discounted legal services, employee discount programs, and more.

In alignment with our core values to be inclusive and meaningful change for the better of our team, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer.