Associate Customer Experience Specialist – Customer Success & Support Champion (Full‑Time, 10:00 AM – 6:30 PM Shift)

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that thrives on innovation, collaboration, and a relentless commitment to delivering exceptional experiences. With a global footprint and a culture that values diversity, creativity, and continuous learning, brighthush empowers its people to grow, innovate, and make a real difference in the lives of our customers and communities.

Why Join brighthush?

At brighthush, we believe that every interaction is an opportunity to create lasting value. As an Associate Customer Experience Specialist, you will be at the heart of our mission to delight customers, resolve challenges, and drive loyalty. You’ll work in a fast‑paced, high‑volume environment that rewards initiative, empathy, and a “run it like you own it” mindset. In return, we offer a competitive salary, comprehensive benefits, and a culture that nurtures professional growth and work‑life balance.

Key Responsibilities

• Deliver First‑Line Support – Handle inbound calls, chats, and emails from pet owners, field colleagues, and partners, ensuring every interaction is personalized, efficient, and enthusiastic.
• Order Management & Accuracy – Process orders via phone, fax, email, and electronic systems (SAP), maintaining 100% accuracy and timely fulfillment.
• High‑Volume Multitasking – Manage multiple tasks simultaneously in a fast‑paced environment while maintaining meticulous attention to detail.
• Customer Delight & Upsell – Apply up‑selling techniques to meet departmental and company sales goals, while ensuring customer satisfaction and value realization.
• Billing & Payment Support – Resolve billing inquiries, process credit card payments (PCI compliant), and manage invoice reprints and statement requests.
• Returns & Dispute Resolution – Facilitate returns, initiate credits/debits, and collaborate with Credit & Collections and Returns Centers.
• Product & Program Education – Educate customers on brighthush products, services, and loyalty programs, providing follow‑up information as needed.
• Cross‑Functional Collaboration – Liaise with Operations, Marketing, Sales, and Logistics to ensure seamless communication and exceed customer expectations.
• Technical & Online Support – Offer first‑level assistance for brighthush online platforms, including registration, site navigation, and issue escalation.
• Performance & Compliance – Consistently meet departmental performance metrics, adhere to brighthush standards, controls, policies, and practices.
• Continuous Improvement – Participate in ongoing training, departmental meetings, and knowledge‑sharing initiatives to stay current on products, programs, and industry trends.

Essential Qualifications

• High school diploma required; associate or bachelor’s degree highly preferred.
• Minimum 1 year of customer service experience in a high‑volume environment.
• Strong written and verbal communication skills, especially over the telephone.
• Proficiency with Microsoft Office suite and web‑based applications.
• Experience with SAP or similar ERP systems is a plus.
• Excellent time‑management, multitasking, and prioritization abilities.
• Effective problem‑solving and analytical skills.
• Sales acumen with the ability to influence and upsell.
• Positive, outgoing, “delight the customer” attitude.
• Ability to work independently and as part of a team.
• Adaptability and flexibility in dynamic situations.
• Strong work ethic and willingness to go the extra mile.

Preferred Qualifications

• Experience with Five9 or similar call‑center platforms.
• Knowledge of PCI compliance for credit card transactions.
• Familiarity with pet‑care products and industry terminology.
• Previous experience in a sales or marketing support role.

Skills & Competencies

• Customer‑centric mindset with a passion for service excellence.
• Strong interpersonal skills and the ability to build rapport quickly.
• Analytical thinking and data‑driven decision making.
• Resilience under pressure and a proactive problem‑solving approach.
• Tech‑savvy with a quick learning curve for new tools and systems.
• Team player who thrives in a collaborative environment.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Structured onboarding and continuous training programs.
• Mentorship from experienced leaders in customer experience and sales.
• Cross‑functional projects that broaden your skill set.
• Clear career pathways to senior customer success roles, team leadership, or specialized product support.
• Regular performance reviews and goal‑setting sessions.

Work Environment & Culture

Our team operates in a vibrant, inclusive culture that values innovation, accountability, and collaboration. You’ll work alongside passionate professionals who are committed to creating memorable customer journeys. The environment is fast‑moving, yet supportive, with a focus on continuous improvement and recognition of individual contributions.

Compensation & Benefits

While the base salary range for this full‑time position is $19.70 – $30.22 per hour (adjusted for location and experience), we also offer:

• Competitive base pay with performance‑based incentives.
• Health, dental, and vision insurance starting on day one.
• 401(k) plan with company match and profit‑sharing options.
• Paid time off: 4 weeks of vacation, sick leave, and holidays.
• Employee assistance programs and wellness resources.
• Professional development budget and tuition reimbursement.
• Employee discounts on brighthush products and services.

How to Apply

Ready to make a difference? Submit your application through our careers portal or click the link below to join the brighthush team.

Apply Now

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, or any other protected status.