Customer Experience Associate - Hybrid Role & Impact

Beacon; Warwick (RI); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Beacon is seeking a Customer Experience Associate to be the voice for customers, policyholders, and agents. You will handle first-level inquiries by phone and electronic channels, resolve issues with accuracy and care, and escalate when needed.

You’ll engage with the Concierge Team and other departments to gather feedback, track service levels, and contribute to continuous improvement while maintaining clear, timely communication with customers.

Qualifications

• High school diploma and 1–2 years of experience in customer service, call center, data entry, or related role.
• Experience with CRM or support software such as HubSpot, Zendesk, or similar strongly desired.
• Tech-savvy and comfortable navigating multiple systems while helping customers.

Responsibilities

• Serve as the first point of contact for customers, policyholders, and agents by phone and electronic channels, delivering friendly, professional support.
• Answer common questions like “How do I log in?”, “How do I submit a claim?”, and “Where do I make a payment?”
• Provide online assistance with password resets, secure access codes, and portal navigation
• Log, assign, and elevate tickets through HubSpot Service Hub, and send follow-ups to Concierge Team members as needed
• Collect customer contact and policy information, and keep accurate, detailed records in company systems
• Direct users to helpful guides, FAQs, video tutorials, and knowledge base articles
• Use active listening to de-escalate challenging situations, and refer complex issues to the right experts
• Keep customers informed with timely updates on outstanding requests
• Monitor response and resolution times to meet service level expectations, and support customer feedback through post-interaction surveys
• Partner with your team and other departments on problem solving and continuous improvement
• Pitch in with data entry, account updates, and other administrative support as needed

Skills

Customer service

Multitasking

Phone etiquette

Education

High school diploma

Tools

HubSpot Service Hub

Zendesk

Job description

Beacon is seeking a Customer Experience Associate to be the voice for customers, policyholders, and agents. You will handle first-level inquiries by phone and electronic channels, resolve issues with accuracy and care, and escalate when needed.

You’ll engage with the Concierge Team and other departments to gather feedback, track service levels, and contribute to continuous improvement while maintaining clear, timely communication with customers.