Customer Care Specialist (Part-Time/Contract-to-Hire)

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)