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Position Summary

Beacon Hill's Minneapolis, MN based client is looking for a Customer Care Specialist to join their team. The ideal candidate is responsible for resolving customer issues, complaints, and problems that are escalated beyond the store and franchisee teams. This role involves responding promptly to inquiries, finding creative solutions, and addressing customer concerns using available resources. Duties include process review, enforcement, negotiation with owners and staff, and collaboration with internal teams such as Business Managers, Legal, and Brand. The Specialist will handle confidential patient information consistently.

This role is contract till the end of the year and is hybrid with Tuesday's onsite.

Duties and Responsibilities

Customer Issue Resolution (90%)

• Address incoming phone calls regarding customer comments, complaints, invoices, and general inquiries with urgency to provide timely and accurate responses.
• Collaborate with external and internal teams to resolve issues and facilitate communication among involved parties.
• Make outgoing calls to advance or resolve customer issues.
• Manage all mail, email, and web inquiries, including thank-you notes, complaints, service requests, contact changes, and general information requests.
• Refer consumer leads to appropriate partners.
• Correspond with manufacturers to verify patient/serial number information, invoice dates, and warranty status.
• Work with Business Managers to address sensitive issues involving owners and/or managers.

Process Improvement and Reporting Management (5%)

• Assist in creating efficiencies for procedures impacting Customer Care support.
• Provide insights into trends in issues, service levels, and team performance.

Special Projects (5%)

• Support special projects as they arise.

Education, Experience, and Qualifications

• High School Diploma required; college or equivalent training preferred.
• Minimum of 1 year of customer service experience preferred.
• Experience in problem resolution or public relations preferred.
• Strong verbal and written communication skills.
• Commitment to customer satisfaction.
• Knowledge and/or experience with medical/technical products preferred.
• Ability to work independently and assist with team functions.

Required Proficiency with Tools

• Proficiency in Microsoft Office and general computer skills.
• Working understanding of phone systems.
• Working understanding of ticket, issue management, or workflow systems.

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