Customer Care Tier 2 - Bilingual

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.

• →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