Customer Service Support - Case Escalations
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 Corporate Escalations 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. This is not your normal Customer Service Job. This is top shelf corporate escalations support. You will manage the end to end customer escalation experience to provide timely resolution through clear communication, negotiation, compromise, and proactive problem solving. To be successful in this role you must be self-sufficient, focused on outcomes, make judgement calls and decision with minimal supervision. You will manage your own cases, communicate regularly with assigned customers to ensure timely and effective resolutions. In this role, you will develop time management, workload management, and decision-making skills that will benefit on and off the job. Essential Responsibilities Team members will negotiate and case manage resolution for the customer escalations Receive escalation cases that arrive through 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) Review case history, identify root cause that led to escalation, determine best resolution options for customer based on case history, and negotiate solution with customer Provide timely responses / updates / feedback / status update/ information to Legal as needed. Schedule, monitor, follow-up on Service Orders to ensure timely resolution of customer case 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 escalations hotline, voicemail, and ensuring customers' calls are addressed and returned Manage, document, coordinate, and communication resolution offers, actions, and outcomes with multiple internal business partner teams Ensure assigned customers are updated and understand expectations, next steps, and requirements for agreed upon resolutions Collect and review all required customer documents, statements, and evidence related to assigned cases Formulate recommendations and options to resolve customer issues Ensure that all assigned cases are closed out in a timely and efficient manner Qualifications, Knowledge, and Skills Ability to travel to and from the on-site location in Greenville, SC, for work Strong verbal and written communication customer service skills (Phone, e-mail, SMS Text) Experience explaining policy and process and offering solutions to customers Analytical thinking and problem-solving skills Ability to work independently and manage workload, under minimal supervision Familiar with everyday computer tasks, internet navigation, and basic research Ability to perform repetitive tasks Some experience with an environment that includes handling customer escalations (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 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.
