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 professional 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 issueUtilize 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
5 years call center experience center experience 2+ years retail or hospitality experience helpful but not required 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 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
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.
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.
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