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Customer Care Specialist (Part-Time)
Remote + 1 Day Onsite (Required) | Minneapolis, MN
Pay: $22/hour
Schedule: 20 hours per week, Monday-Friday between 11:00 AM-3:00 PM (flexibility within these hours)
Position Overview
Beacon Hill’s client is seeking a Customer Care Specialist to support the resolution of escalated customer concerns that go beyond store and franchise levels. This role plays a critical part in ensuring a positive customer experience while protecting brand reputation and maintaining strong franchise relationships.
The ideal candidate is a proactive problem solver who can navigate sensitive situations, communicate effectively across teams, and handle confidential information with care.
Key Responsibilities
- Respond promptly to customer inquiries, concerns, and complaints via phone, email, mail, and web channels
- Investigate and resolve escalated customer issues by collaborating with internal teams and external partners
- Facilitate communication between customers, franchise owners, and internal stakeholders to drive resolution
- Initiate outbound calls as needed to follow up or advance issue resolution
- Support franchise partners by encouraging and reinforcing customer feedback follow-up processes
- Handle a wide range of inquiries including billing questions, service requests, general product information, and customer feedback
- Accurately document and manage customer interactions within systems
- Verify product, warranty, and service details with manufacturers as needed
- Partner with internal teams such as Franchise Business Managers, Legal, and Brand teams on complex or sensitive issues
- Identify trends and provide input to improve processes and customer care operations
- Assist with special projects and additional initiatives as assigned
Qualifications
- High School Diploma required; additional education or training preferred
- 1+ year of customer service, customer support, or related experience preferred
- Experience in problem resolution, conflict management, or public relations is a plus
- Strong verbal and written communication skills
- High level of professionalism and commitment to customer satisfaction
- Ability to handle confidential information with discretion
- Experience working with medical or technical products is helpful but not required
- Strong organizational skills and ability to work both independently and as part of a team
Technical Skills
- Proficiency with Microsoft Office (Word, Outlook, Excel)
- Experience with phone systems (e.g., Five9, Fuze, or similar)
- Familiarity with CRM or ticketing systems (e.g., Salesforce, ServiceNow, or similar)
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