Customer Experience Associate

As a Customer Experience Associate, you’ll be the voice of Beacon for customers, policyholders, and agents – handling first-level inquiries by phone and electronic channels, identifying service needs, and resolving issues with accuracy, care, and minimal friction.

No two days are the same. One moment you might be walking an agent through a password reset, and the next you’re helping a policyholder find their way through claims or payments. When an issue needs deeper expertise, you’ll know exactly who to bring in – and you’ll keep customers informed every step of the way. You’ll work closely with our Concierge Team, managers, and other departments, and you’ll help shape the customer experience by gathering feedback, tracking service levels, and sharing ideas for continuous improvement.

We’ll set you up for success with hands-on, in-office training during your initial ramp-up period, with the possibility of hybrid work afterward based on performance. Because you’ll be part of a major system launch, flexibility to work occasional extended hours during go-live and peak periods is important. If you enjoy connecting with people, feel at home with technology, and take pride in getting things right, this is your chance to make a real impact as an ambassador for Beacon.

What You’ll Do

• 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 escalate 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

Required Qualifications

• High school diploma and 1–2 years of experience in customer service, a call center, data entry, or a related role
• Experience with CRM or support software such as HubSpot, Zendesk, or similar strongly desired.
• Intermediate Microsoft Excel skills
• Tech-savvy and comfortable navigating multiple systems at once while helping customers needed.
• Excellent communication, listening, phone etiquette, and follow-up skills – plus a calm, friendly voice (on the phone and online)
• Strong organizational skills, attention to detail, and the ability to multitask in a fast-paced environment
• A positive, solutions-focused, “make it happen” attitude and a strong sense of urgency
• Flexibility to work occasional extended hours during system go-live and peak periods

Preferred Qualifications

• Bilingual in English and another language (Spanish strongly preferred).
• Hands-on experience with HubSpot Service Hub.
• Insurance or workers’ compensation experience (helpful but not required).

Why Work Here:

• Beacon is proud to be a first‑place award winner of the 2023, 2024, 2025 and 2026 Best Places to Work in RI.
• Beacon offers:
• Competitive base salary with a broad range of compensation initiatives
• Comprehensive health plans, life insurance, and wellness programs
• Generous vacation time, plus telecommuting and flexible schedule arrangements
• Retirement savings plan and 401(k) educational programs
• Learning and development opportunities
• A friendly, inclusive, and supportive culture focused on teamwork and knowledge sharing
• A strong commitment to employee health, wellness, and work‑life balance