Bilingual Customer Service Representative – Spanish & English – Remote – Retail & Luxury Brand Support – Upselling & Retention Specialist

About brighthush

At brighthush, we believe that exceptional customer experiences are the cornerstone of lasting brand loyalty. Our mission is to empower consumers worldwide with personalized, empathetic support across every touchpoint—phone, live chat, social media, email, SMS, and video. By blending cutting‑edge technology with a people‑first culture, we create a workplace where every team member can thrive, grow, and make a real impact.

Founded on the principles of communication, collaboration, and continuous learning, brighthush has quickly become a trusted partner for some of the most recognizable names in retail, luxury goods, and home appliances. We pride ourselves on promoting from within, offering clear career pathways, and fostering an environment where diverse perspectives are celebrated and innovation is encouraged.

Why Join brighthush?

• Remote Flexibility: Work from the comfort of your home while staying connected to a vibrant, global team.
• Competitive Compensation: Earn $12.50–$13.00 per hour, with opportunities for performance‑based bonuses.
• Comprehensive Training: Receive 100% paid, structured onboarding covering product knowledge, CRM systems, and advanced customer engagement techniques.
• Career Advancement: Our internal promotion model means that hard work and dedication are rewarded with clear advancement opportunities.
• Inclusive Culture: We celebrate diversity and are committed to creating an environment where everyone feels valued and heard.
• Employee‑Centric Benefits: From health and wellness resources to flexible scheduling and equipment support, we invest in your well‑being.

Position Overview

As a Bilingual Customer Service Representative at brighthush, you will serve as the frontline advocate for our diverse customer base. Your role will involve handling inquiries, resolving issues, and proactively identifying upsell opportunities—all while maintaining a high standard of service excellence in both English and Spanish.

Key responsibilities include:

Core Responsibilities

• Respond to customer inquiries across multiple channels (phone, chat, email, social media, SMS, video) with speed, accuracy, and empathy.
• Document and update customer records in our CRM system, ensuring data integrity and compliance with privacy standards.
• Identify and execute upsell and cross‑sell opportunities for profitable products, contributing directly to revenue growth.
• Maintain an up‑to‑date knowledge base of evolving products, services, and industry trends to provide accurate information.
• Implement creative problem‑solving techniques to increase customer retention and satisfaction.
• Adhere to company policies, quality standards, and performance metrics, including call handling time, first‑contact resolution, and customer satisfaction scores.
• Collaborate with team members and cross‑functional departments to resolve complex issues and share best practices.
• Participate in ongoing training and professional development sessions to stay current with product updates and service methodologies.

Additional Expectations

• Maintain a positive, professional demeanor, even during high‑volume periods.
• Adopt a proactive approach to customer engagement, anticipating needs and offering tailored solutions.
• Demonstrate strong time‑management skills to handle multiple inquiries simultaneously without compromising quality.
• Contribute to continuous improvement initiatives by providing feedback on processes, tools, and customer pain points.

Essential Qualifications

• Minimum of 2 years of customer service experience in a call‑center or similar environment.
• Proficiency in both English and Spanish—written and spoken—at a professional level.
• High school diploma required; college degree or equivalent experience preferred.
• Experience supporting luxury brand products or high‑end consumer goods.
• Background in home appliance or related consumer product support is a plus.
• Strong diagnostic and troubleshooting skills, with the ability to guide customers through technical issues.
• Excellent written and verbal communication skills, with a keen attention to detail.
• Comfortable using CRM and ACD tools, and quick to adapt to new software platforms.
• Positive attitude, resilience, and a genuine passion for helping others.

Preferred Skills & Competencies

• Experience in upselling and cross‑selling within a customer‑centric environment.
• Knowledge of product lifecycle, ingredients, and application—especially for beauty or wellness brands.
• Familiarity with social media customer support and live‑chat best practices.
• Ability to analyze customer data and identify trends for proactive service improvements.
• Strong teamwork orientation, with a willingness to share insights and mentor new hires.
• Self‑motivated, with a track record of meeting or exceeding performance metrics.

Training & Development

We invest heavily in your success. Your onboarding journey will include:

• Product Training: In‑depth modules covering our clients’ product ranges, ingredients, usage, and potential adverse effects.
• Systems Training: Hands‑on instruction on our CRM, ACD tools, and internal knowledge bases.
• Remote Training: Live sessions via Zoom, ensuring you’re comfortable with virtual collaboration tools.
• Continuous Learning: Quarterly refresher courses, skill‑building workshops, and access to an online learning portal.

Work Environment & Culture

At brighthush, we cultivate a culture that values:

• Communication: Open, transparent dialogue across all levels.
• Employee‑Centricity: Your well‑being and professional growth are our top priorities.
• Innovation: We encourage fresh ideas and reward creative problem‑solving.
• Collaboration: Cross‑functional teamwork drives our success.
• Recognition: Outstanding performance is celebrated through awards, shout‑outs, and career advancement.

Compensation & Benefits

• Hourly rate: $12.50–$13.00, with potential for performance bonuses.
• Paid training and onboarding.
• Equipment stipend or full equipment provision for remote work.
• Flexible scheduling options to accommodate diverse lifestyles.
• Health and wellness resources, including virtual fitness classes and mental health support.
• Professional development budget for certifications, courses, and conferences.
• Employee referral program with attractive incentives.

Location & Remote Work Policy

While this role is primarily remote, you will be based in the Montoursville Office – Montoursville, PA. If you reside in Connecticut or New Jersey and are within proximity to our office, occasional on‑site visits may be required to support team collaboration and training sessions.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status protected by law.

How to Apply

Ready to elevate your customer service career with brighthush? Click the link below to submit your application and join a team that values your expertise, supports your growth, and rewards your dedication.

Apply to this position at brighthush

Conclusion

At brighthush, we’re not just offering a job—we’re offering a platform for you to shine, learn, and advance. If you’re passionate about delivering world‑class service, thrive in a fast‑paced, bilingual environment, and are eager to grow within a company that values your contributions, we want to hear from you. Join us and help shape the future of customer experience, one conversation at a time.