Bilingual Customer Experience Representative – Remote, High‑Volume Call Center, Scheduling & Support – Join brighthush
About brighthush
brighthush is a trailblazer in the automotive service industry, redefining how people experience collision repair. With a network of more than 650 state‑of‑the‑art locations across 38 states, we combine cutting‑edge technology, a customer‑first philosophy, and a passion for quality to deliver a seamless repair journey. Our flagship brand, brighthush LUXE | EV Certified, showcases our commitment to high‑line and luxury electric vehicle care, positioning us at the forefront of the evolving mobility landscape. Founded in 1999 by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert, brighthush has grown from a single Chicago repair center into the largest founder‑led multi‑shop operator (MSO) in the United States.
At brighthush, we believe that exceptional service starts with exceptional people. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering the best possible experience for every customer. Whether you’re working in one of our repair centers or from the comfort of your home, you’ll be part of a team that values integrity, innovation, and a shared commitment to excellence.
Why Join brighthush?
If you thrive in a fast‑paced, high‑volume environment and enjoy turning complex customer interactions into moments of delight, brighthush offers the perfect platform to grow your career. As a remote Customer Experience Representative, you’ll be at the heart of our customer journey, ensuring every call, email, and chat reflects our brand promise of transparency, empathy, and efficiency. In return, we provide competitive pay, performance bonuses, a comprehensive benefits package, and a culture that rewards initiative and professional development.
Key Responsibilities
- Appointment Scheduling: Coordinate collision repair and estimate appointments in strict adherence to our Standard Operating Procedures (SOPs), ensuring optimal utilization of our service centers.
- High‑Volume Communication: Manage a large volume of inbound and outbound customer interactions across phone, email, and chat, maintaining professionalism and empathy at all times.
- Rental & Tow Coordination: Assist customers with rental car reservations and tow scheduling, ensuring a smooth transition from accident to repair.
- Urgency & Prioritization: Demonstrate a strong sense of urgency while juggling multiple tasks, meeting daily performance metrics, and maintaining a high level of accuracy.
- Customer Advocacy: Resolve concerns through active listening, research, and effective use of internal resources, turning challenges into opportunities for customer delight.
- Multi‑System Proficiency: Navigate and multitask across CRM, scheduling, and communication platforms, ensuring data integrity and operational efficiency.
- Process Compliance: Follow departmental processes to maintain assignment accuracy, safeguard confidential information, and uphold brand standards.
- Equipment Management: Maintain company‑issued equipment in proper working condition, promptly reporting any issues to the IT support team.
- Continuous Improvement: Participate in ongoing training and feedback loops to refine skills, improve customer satisfaction scores, and contribute to process enhancements.
- Additional Duties: Perform other related tasks as assigned, demonstrating flexibility and a proactive mindset.
Essential Qualifications
- High school diploma or GED (required).
- Minimum of 1 year of experience in a high‑volume call center environment.
- Fluent in both Spanish and English (verbal and written).
- Strong verbal and written communication skills, with a clear, friendly tone.
- Demonstrated empathy, active listening, and conflict‑resolution abilities.
- Excellent multitasking, time‑management, and organizational skills.
- Proficiency with CRM software and other customer‑service platforms.
- Reliable high‑speed internet connection and a quiet, distraction‑free workspace.
- Self‑motivated, strong work ethic, and a willingness to learn quickly.
Preferred Qualifications
- Experience in the automotive or collision‑repair industry.
- Knowledge of insurance claim processes and terminology.
- Previous remote work experience with a proven track record of meeting or exceeding performance metrics.
- Additional language skills beyond Spanish and English.
- Certification or training in customer‑service excellence or call‑center operations.
Skills & Competencies
- Customer‑centric mindset with a passion for service excellence.
- Strong analytical and problem‑solving abilities.
- Adaptability to evolving processes and technologies.
- Team collaboration, even in a remote setting.
- Data‑driven decision making and a focus on metrics.
- Resilience under pressure and a positive attitude.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from within. As a Customer Experience Representative, you’ll have access to a structured career ladder that includes opportunities to advance into senior support roles, team leadership, or specialized positions such as Customer Success Manager or Operations Analyst. We invest heavily in professional development through:
- Monthly training sessions covering product knowledge, customer‑service best practices, and industry trends.
- Mentorship programs pairing new hires with experienced team members.
- Access to online learning platforms and certifications in customer‑experience management.
- Annual performance reviews that identify growth paths and skill gaps.
- Cross‑functional projects that expose you to different aspects of the business.
Whether you aspire to become a subject‑matter expert or a future leader, brighthush provides the resources, support, and culture to help you achieve your goals.
Work Environment & Culture
Working remotely for brighthush means you can balance your professional and personal life while contributing to a high‑impact team. Our culture is defined by:
- Transparent communication through weekly team huddles and real‑time collaboration tools.
- A supportive environment that values mental health, work‑life balance, and flexibility.
- Recognition programs that celebrate outstanding performance and customer‑centric achievements.
- Inclusive hiring practices that embrace diverse backgrounds and perspectives.
- Community outreach initiatives, such as volunteer days and local partnerships, that reinforce our commitment to people first.
Compensation & Benefits
Base Pay: $18.00 per hour (competitive within the industry). Performance Incentives: Monthly bonuses up to $400 tied to key operational and customer‑experience metrics.
In addition to base pay, brighthush offers a comprehensive benefits package, including:
- Medical, dental, and vision insurance.
- Group life and disability insurance.
- 401(k) retirement plan with company match.
- Paid time off, including 5 paid holidays and flexible vacation days.
- Employee referral bonus program.
- Wellness stipend and mental‑health resources.
- Professional development budget and tuition reimbursement.
All benefits are subject to eligibility requirements and may be updated annually. We are committed to providing a competitive total‑compensation package that reflects your skills, experience, and contributions.
Schedule & Work Hours
This is a full‑time, remote position with the following schedule (CST):
- Monday–Friday: 10:30 AM – 7:00 PM
- Saturday (rotating): 8:00 AM – 12:00 PM (subject to business needs)
The role requires a quiet, distraction‑free workspace and reliable high‑speed internet. You will receive a company‑issued headset and laptop, and our IT team will support you with any technical needs.
How to Apply
If you are a bilingual professional who thrives in a fast‑paced, customer‑centric environment and is ready to make a tangible impact at brighthush, we encourage you to apply today. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this opportunity. We look forward to welcoming you to our team and helping you grow both personally and professionally.