Customer Service Representative Tier 2

Who We AreHarte 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 ResponsibilitiesA 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 ResponsibilitiesHandle client's customer service and product related inquiries with empathy, patience, and professionalism via inbound phone, outbound phone calls, and emailCompose professionally inquiry notes, written chats, emails for both internal and external digital channelsAcquire customer and issue-related information to input into the CRM databaseAsk probing questions and use critical thinking to determine root cause of the customer issueUtilize any appropriate troubleshooting methods to provide a resolution to customerClearly document the customer's inquiry, the troubleshooting steps taken, and the inquiry resolution and/or next stepsEducate and guide customers, of all technical skill levels, through troubleshooting processes using multiple web-based tools and sitesWork closely with internal and external Consumer CustomersMaintain a high standard of professionalism and conduct throughout all interactionsQualifications, Knowledge, and SkillsStrong customer service, analytical thinking, and problem-solving skillsFamiliarity with everyday computer tasks, internet navigation, and basic research skillsExperience with Android operating systemsFamiliarity with troubleshooting technical devices such as cellular phones and tabletsExperience with major appliance support such as washer/dryer, refrigerator, microwaves, stoves, and other company branded productsFundamental writing skills including basic spelling and grammar usageThe ability to perform repetitive tasks and remain seated for long periods of timeProper use of verbal and written communications (grammatically correct; never using jargon or slangThe ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneouslyProficiency with Microsoft tools e.g. Microsoft Word, Excel, Teams, and Outlook5 years call center experience center experience2+ years retail or hospitality experience helpful but not requiredAbility to professionally and effectively defuse difficult situations over the phone and other support channelsWhat We OfferGroup Health and Wellness (Medical, Dental, and Vision)Health Savings Account (HSA)Educational AssistanceVoluntary plans, including critical illness, accident, and hospitalization401k plan with Company Match and Roth contributions with immediate vestingPet 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.