Hybrid Customer Experience Specialist

The-Beacon-Mutual-Insurance-Company; Warwick (RI); Hybrid; USD 42.000 - 64.000; Vollzeit

Benefits dieser Stelle

Competitive base salary

Health plans & wellness programs

Retirement savings plan / 401(k)

Zusammenfassung

Beacon Mutual Insurance Company is seeking a Customer Experience Associate to serve as the voice for customers, policyholders, and agents, handling first-level inquiries by phone and online channels with accuracy and care.

You’ll work closely with our Concierge Team and other departments, assisting with onboarding, go-live support, and ongoing feedback collection. The role includes hybrid work after ramp-up and occasional extended hours during peak periods.

Qualifikationen

• High school diploma and 1–2 years in customer service or related role.
• Experience with CRM or support software such as HubSpot or Zendesk.
• Tech-savvy and able to navigate multiple systems while helping customers.
• Excellent communication, listening, and follow-up skills with a calm tone.
• Strong organizational skills and ability to multitask in a fast-paced environment.
• Flexible to work occasional extended hours during go-live and peak periods.

Aufgaben

• Serve as the first point of contact for customers, policyholders, and agents by phone and electronic channels.
• Answer common questions about login, claims, and payments.
• Provide online assistance with password resets and portal navigation.
• Log, assign, and elevate tickets through HubSpot Service Hub and follow up with Concierge Team.
• Collect customer and policy information and maintain accurate records.
• Direct users to guides, FAQs, and knowledge base articles.
• Use active listening to de‑escalate and refer complex issues to experts.
• Keep customers informed with updates on outstanding requests.
• Monitor response times to meet service level expectations and collect feedback.
• Collaborate with team and departments on problem solving and improvements.
• Assist with data entry and other administrative tasks as needed.

Kenntnisse

Customer service

CRM software

Communication skills

Multitasking

Attention to detail

Flexibility

Ausbildung

High School Diploma

Tools

HubSpot Service Hub

Zendesk

Jobbeschreibung

Beacon Mutual Insurance Company is seeking a Customer Experience Associate to serve as the voice for customers, policyholders, and agents, handling first-level inquiries by phone and online channels with accuracy and care.

You’ll work closely with our Concierge Team and other departments, assisting with onboarding, go-live support, and ongoing feedback collection. The role includes hybrid work after ramp-up and occasional extended hours during peak periods.