Associate Customer Service Representative – Remote B2C Plumbing Product Support, Technical Troubleshooting & Upsell Specialist

Welcome to brighthush – Where Service Meets Innovation

At brighthush, we are proud to be a global leader in premium plumbing solutions, delivering exceptional products that combine timeless design with cutting‑edge technology. Our commitment to quality extends beyond the showroom floor; it lives in every conversation we have with our customers. As a Remote Associate Customer Service Representative (ACSR), you will become the trusted voice that guides homeowners, designers, plumbers, and retail partners through the full lifecycle of our products—from pre‑sale inquiries to installation assistance and post‑purchase support. If you thrive in a fast‑paced, technology‑driven environment and are passionate about creating memorable, problem‑solving experiences, brighthush offers the platform to grow your career while making a tangible impact on the lives of our customers.

Why Choose a Career with brighthush?

Choosing brighthush means joining a culture that celebrates curiosity, collaboration, and continuous improvement. We empower every associate to #BecomeMoreAtbrighthush through a competitive total rewards package, robust learning opportunities, and a supportive community that values diversity and inclusion. From day one, you’ll have access to comprehensive benefits, professional development programs, and a clear pathway to advance within a company that is shaping the future of sustainable living.

Key Benefits & Perks

• Day‑1 eligibility for health, dental, vision, and retirement plans – no waiting period.
• Flexible remote work setup with equipment provided (computer, headset, and software licenses).
• Paid time off, holidays, and a generous employee assistance program.
• Continuous learning budget for certifications, webinars, and industry conferences.
• Recognition programs that celebrate outstanding customer experiences and innovative ideas.
• Opportunities for internal mobility across customer service, sales, product development, and operations.

Position Overview

As a Remote Associate Customer Service Representative, you will be the first point of contact for customers seeking assistance with brighthush and its premium plumbing product lines. Your primary mission is to deliver world‑class, empathetic service that resolves inquiries quickly, accurately, and with a smile. You will leverage a suite of advanced tools—including Salesforce CRM, SAP, Microsoft Teams, and proprietary product knowledge bases—to diagnose issues, guide installations, process orders, and identify upsell opportunities that align with customer needs.

Core Responsibilities

• Inbound Customer Support: Answer high‑volume phone calls, chat sessions, and email inquiries, providing clear, step‑by‑step guidance on product installation, troubleshooting, and warranty coverage.
• Technical Diagnosis & Resolution: Conduct advanced troubleshooting for brighthush plumbing fixtures, interpret technical drawings, specification sheets, and warranty terms to resolve complex issues.
• Collaboration with Trade Professionals: Partner with plumbers, designers, showroom staff, and wholesale partners to ensure accurate product specifications and seamless project execution.
• Order Management: Process new orders, track shipments, verify product availability, and communicate delivery timelines while maintaining meticulous records in the order management system.
• Upselling & Cross‑Selling: Identify opportunities to recommend complementary brighthush accessories and premium upgrades, contributing to revenue growth while enhancing the customer experience.
• Data & Trend Reporting: Monitor product performance trends, capture recurring issues, and relay insights to engineering and quality assurance teams for continuous product improvement.
• System Proficiency: Navigate multiple software platforms simultaneously—including Salesforce CRM, SAP, SharePoint, Verint Schedules, and Workbrain—to deliver efficient, accurate service.
• Team Collaboration: Participate in department initiatives, share best practices, and support peer training sessions to elevate overall service standards.
• Performance Metrics: Meet or exceed balanced scorecard targets such as first‑call resolution, average handling time, customer satisfaction (CSAT) scores, and attendance requirements.

Essential Qualifications

• High school diploma or GED required; an associate or bachelor’s degree in a related field is preferred.
• Minimum of 1 year of customer service experience, preferably in a call‑center or remote support environment.
• Demonstrated ability to quickly learn and apply technical product knowledge.
• Proficiency with standard office software (Microsoft Office Suite) and comfort navigating multiple web‑based platforms concurrently.
• Strong verbal and written communication skills, with a focus on active listening and clear articulation.
• Reliable high‑speed wired internet connection (minimum 10 Mbps download/upload) and a dedicated, distraction‑free workspace.
• Eligibility to work in the United States without sponsorship now or in the future.
• Successful completion of brighthush’s internal Brand Ambassador Program (or equivalent training).

Preferred Qualifications & Experience

• Previous experience supporting plumbing, HVAC, or home‑improvement products.
• Familiarity with Salesforce CRM, SAP, or similar enterprise resource planning (ERP) systems.
• Technical background or certifications related to plumbing fixtures, building codes, or product installation.
• Demonstrated track record of meeting or exceeding sales or upsell targets in a service role.
• Experience working in a fully remote setting, including self‑management and time‑blocking techniques.

Core Skills & Competencies

• Problem‑Solving Mindset: Ability to diagnose issues, think critically, and propose effective solutions under time pressure.
• Empathy & Patience: Genuine concern for customer needs, coupled with the patience to guide users of varying technical proficiency.
• Attention to Detail: Accurate data entry, precise documentation of interactions, and careful adherence to warranty and compliance guidelines.
• Multitasking Ability: Seamlessly manage multiple software windows, calls, and documentation without sacrificing quality.
• Team Orientation: Collaborative spirit that contributes to a positive, high‑performing remote culture.
• Adaptability: Comfortable with evolving product lines, new technology rollouts, and shifting customer expectations.

Career Growth & Development at brighthush

brighthush invests heavily in the professional advancement of its associates. As an ACSR, you will have access to a structured learning pathway that includes:

• Mentorship programs pairing you with senior technical specialists and product managers.
• Certification tracks for advanced product knowledge, sales techniques, and customer experience excellence.
• Cross‑functional rotation opportunities in sales, product development, quality assurance, and operations.
• Leadership development workshops designed to prepare high‑performing associates for supervisory and managerial roles.

Our internal talent marketplace encourages you to explore new challenges, ensuring that your career trajectory aligns with both your personal aspirations and the strategic goals of brighthush.

Our Remote Work Philosophy

We recognize that a productive remote environment starts with the right tools and a supportive culture. brighthush provides:

• Company‑issued laptops, headsets, and secure VPN access.
• Stipends for ergonomic home office equipment.
• Regular virtual team‑building events, coffee chats, and wellness sessions.
• Clear communication channels via Microsoft Teams, Slack, and scheduled video check‑ins.
• Performance dashboards that give you real‑time visibility into your metrics and growth areas.

Compensation & Work Schedule

This full‑time, remote position offers a competitive hourly rate of $20 per hour, with eligibility for performance‑based incentives and overtime during peak seasons. The standard schedule is Monday‑Friday, 8:00 a.m. – 5:00 p.m. (local time), with a 30‑minute paid break and a 30‑minute unpaid lunch. After the initial training period, you will work 34‑36 hours per week, with additional hours available during high‑volume periods.

How to Apply

If you are ready to bring your passion for service, technical curiosity, and collaborative spirit to brighthush, we invite you to submit your application today. Click the button below to begin the process. We look forward to welcoming you to a team that is dedicated to delivering delight, one customer interaction at a time.

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Join brighthush – Make an Impact Every Day

At brighthush, every conversation is an opportunity to reinforce our brand promise of quality, reliability, and innovation. By joining our Remote Customer Service team, you become an ambassador for products that help families live gracious, healthy, and sustainable lives. We celebrate diverse perspectives, champion inclusive practices, and are committed to providing a workplace where every associate can thrive.

Take the next step in your career journey. Apply now and become part of a forward‑thinking organization that values your expertise and invests in your future.