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.

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply. California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/ Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records. Company Profile: Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement. Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, special y practice areas and service offerings will be added to address ever changing constituent needs. Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com . We look forward to working with you! Beacon Hill. Employing the Future (TM)