Customer Service Representative Tier 2

Who We Are

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.

Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.

Overview of Job Responsibilities

A Tier 2 call center team member is an experienced support professional who manages more complex customer inquiries and escalations that go beyond Tier 1 capabilities. They handle a mix of inbound phone calls, email support, and escalated cases, ensuring customers receive accurate, timely, and empathetic assistance. Tier 2 team members work as a consultative partner to your customer, building rapport and providing direction to customers.

Essential Responsibilities

Handle client's customer service and product related inquiries with empathy, patience, and professionalism via inbound phone, outbound phone calls, and email

Compose professionally inquiry notes, written chats, emails for both internal and external digital channels

Acquire customer and issue-related information to input into the CRM database

Ask probing questions and use critical thinking to determine root cause of the customer issue

Utilize any appropriate troubleshooting methods to provide a resolution to customer

Clearly document the customer’s inquiry, the troubleshooting steps taken, and the inquiry resolution and/or next steps

Educate and guide customers, of all technical skill levels, through troubleshooting processes using multiple web-based tools and sites

Work closely with internal and external Consumer Customers

Maintain a high standard of professionalism and conduct throughout all interactions

Qualifications, Knowledge, and Skills

Strong customer service, analytical thinking, and problem-solving skills

Familiarity with everyday computer tasks, internet navigation, and basic research skills

Experience with Android operating systems

Familiarity with troubleshooting technical devices such as cellular phones and tablets

Experience with major appliance support such as washer/dryer, refrigerator, microwaves, stoves, and other company branded products

Fundamental writing skills including basic spelling and grammar usage

The ability to perform repetitive tasks and remain seated for long periods of time

Proper use of verbal and written communications (grammatically correct; never using jargon or slang

The ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously

Proficiency with Microsoft tools e.g. Microsoft Word, Excel, Teams, and Outlook

5 years call center experience center experience

2+ years retail or hospitality experience helpful but not required

Ability to professionally and effectively defuse difficult situations over the phone and other support channels

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
• 401k plan with Company Match and Roth contributions with 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.