Customer Experience Specialist

Maine Tech Hub; Austin (TX); Remote; USD 42,000 - 56,000; Full time

Job summary

Beacon Hill Solutions Group, LLC is partnering with a leading consumer products and outdoor lifestyle brand located in Austin, TX, to fill a Customer Experience Specialist role. This position emphasizes escalated service, warranty support, and handling inquiries across email, phone, and social channels.

The team operates fully remote; typical hours are M-F, 7:30 a.m.–4:30 p.m. or 8:00 a.m.–5:00 p.m., through January with potential extension. Strong communication and warranty experience are key.

Qualifications

• 1–2 years of customer service or related experience.
• Strong written communication for email support.
• Clear verbal communication for phone interactions.
• Retail, consumer products, call center, hospitality, or high-volume service experience preferred.
• Detail-oriented with ability to review warranty information and artwork.
• Ability to work independently in a fully remote environment.
• Comfort learning Salesforce and multiple systems.

Responsibilities

• Respond to escalated customer service inquiries that require additional support beyond the initial interaction.
• Manage warranty-related questions, claims, and resolutions (about 80% of workload).
• Communicate professionally with customers primarily through email, with some phone interactions.
• Respond to customer comments and direct messages across social channels.
• Address product questions and customer feedback with professionalism and accuracy.
• Educate customers on products and assist with troubleshooting, returns, orders, inventory, and fulfillment questions.
• Review fan-inspired artwork and submitted images/text for quality and brand alignment.
• Take ownership of escalated or complex concerns with thoughtful, personalized solutions.
• Follow up with customers when further research or coordination is needed.
• Collaborate with CX team while independently managing cases and priorities.

Skills

Written communication

Verbal communication

Customer service

Remote work

Multitasking

Tools

Salesforce

CRM tools

Job description

at Beacon Hill Solutions Group, LLC in Augusta, Maine, United States

Job Description

Beacon Hill was founded to set a new standard in search, career placement and flexible staffing.

Our client, a leading consumer products and outdoor lifestyle brand located in Austin, is seeking a Customer Experience Specialist to support customers with escalated service needs, with approximately 80% of the work focused on warranty-related concerns. This individual will communicate primarily through email while also handling phone interactions, responding to social media comments and direct messages, and addressing product-related questions and feedback. The specialist will also review fan-inspired artwork and customer-submitted content to ensure it meets the appropriate quality and brand standards. The team is fully remote, collaborative, and excited to bring on additional support during a high-volume period. The position is expected to work Monday through Friday from 7:30 a.m.-4:30 p.m. or 8 am - 5 pm and continue through at least January, with the potential to extend through March. Candidates must be based in TX.

Job Responsibilities:

• Respond to escalated customer service inquiries that require additional support beyond the initial BPO interaction.
• Manage warranty-related questions, claims, and resolutions, which will account for approximately 80% of the workload.
• Communicate professionally with customers primarily through email, with some customer interactions taking place over the phone.
• Respond to customer comments and direct messages across the company's social media channels.
• Address customer service inquiries, product-related questions, and customer feedback with professionalism and accuracy.
• Educate customers on products and assist with troubleshooting, returns, orders, inventory, and fulfillment questions.
• Review fan-inspired artwork and customer-submitted images or text for quality and alignment with brand standards.
• Take ownership of escalated or complex customer concerns and provide thoughtful, personalized solutions.
• Follow up with customers when an issue requires additional research or coordination with another team.
• Work collaboratively with the customer experience team while independently managing assigned cases and priorities.

Qualifications:

• 1-2 years of customer service or other relevant customer-facing experience.
• Strong written communication skills, particularly when assisting customers through email.
• Clear and professional verbal communication skills for customer phone interactions.
• Previous retail, consumer products, call center, hospitality, or high-volume customer service experience preferred.
• Teaching experience may also translate well due to the communication, patience, and problem-solving requirements of the role.
• Strong attention to detail and the ability to review warranty information, customer inquiries, and submitted artwork accurately.
• Ability to work independently, stay productive, and communicate consistently in a fully remote environment.
• Comfortable learning Salesforce and working across multiple systems, communication channels, and competing priorities.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or 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.

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, specialty 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 .

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.