Call‑For‑Release Customer Service Representative – Vehicle Release Coordination, Partner Relations & Service Excellence (Remote)

About brighthush

brighthush is a global technology leader and the premier online vehicle auction platform, connecting sellers and buyers across more than 190 countries. With a network of over 200 facilities worldwide, brighthush delivers an unmatched experience every day through a blend of cutting‑edge technology, streamlined processes, and a people‑first culture. Our mission is to simplify the vehicle lifecycle—from auction to transport—while empowering every stakeholder with transparency, speed, and reliability.

Why This Role Matters

As a Call‑For‑Release (CFR) Customer Service Representative at brighthush, you will be the vital communication hub that ensures vehicles move swiftly from storage to transport. Your voice will be the first point of contact for body shops, impound facilities, lien holders, rental companies, fleet operators, and internal teams. By securing release authorizations quickly and accurately, you directly impact the efficiency of our logistics chain, the satisfaction of our partners, and the overall success of brighthush’s marketplace.

Key Responsibilities

• Outbound & Inbound Communications: Initiate and respond to phone calls, emails, and system messages with body shops, impound facilities, lien holders, rental companies, fleet operators, and internal stakeholders to obtain vehicle release authorizations.
• Release Coordination: Manage the end‑to‑end release process for vehicles assigned to brighthush by customers, ensuring each unit is ready for transport on schedule.
• Accurate Documentation: Maintain detailed records in brighthush’s systems, including call logs, email threads, and status updates, to provide a clear audit trail.
• Performance Targets: Meet and exceed daily, weekly, and monthly KPIs such as number of calls made, call duration, system clears, and percentage of units released for pickup.
• Customer Experience: Deliver exceptional hospitality and problem‑solving to both internal and external partners, aligning with client Service Level Agreements (SLAs).
• Issue Investigation: Identify and resolve obstacles that delay vehicle releases, proactively communicating status and next steps to all relevant parties.
• Policy & Procedure Expertise: Leverage deep knowledge of brighthush policies, procedures, and technology platforms to recommend improvements and enhance partner satisfaction.
• Workload Management: Prioritize a high‑volume workload while maintaining accuracy, responsiveness, and meticulous attention to detail.
• Relationship Building: Cultivate and sustain positive relationships with external partners and internal teams to support smooth operational outcomes.
• Reliability & Attendance: Demonstrate consistent punctuality and dependable coverage to ensure uninterrupted support for our partners.

Essential Qualifications

• Minimum one year of office support experience in a customer service or call‑center environment.
• High School Diploma or equivalent; additional education or certifications are a plus.
• Excellent verbal and written communication skills with a professional, courteous demeanor.
• Proficiency with standard office equipment (phone systems, scanners, printers) and Microsoft Office Suite.
• Strong attention to detail and ability to follow documented processes accurately.
• Demonstrated problem‑solving abilities and a proactive approach to overcoming obstacles.
• Typing speed of at least 45 words per minute.
• Professional appearance and demeanor suitable for representing brighthush.
• Ability to multitask effectively in a fast‑paced, remote work environment.
• Flexibility to work overtime as business needs dictate.

Preferred Qualifications & Additional Skills

• Bilingual proficiency (English + another language) to serve a diverse partner base.
• Experience with automotive, logistics, or auction‑related industries.
• Familiarity with customer relationship management (CRM) or ticketing platforms.
• Knowledge of lien‑holder processes, impound regulations, and fleet management practices.
• Previous exposure to performance‑driven environments with measurable KPIs.

Core Skills & Competencies for Success

• Communication Mastery: Clear, concise, and persuasive speaking and writing abilities.
• Active Listening: Ability to understand partner concerns quickly and respond with appropriate solutions.
• Time Management: Efficiently juggle multiple conversations, documentation tasks, and follow‑ups.
• Analytical Thinking: Spot patterns in release delays and recommend process enhancements.
• Customer‑Centric Mindset: Commitment to delivering a “wow” experience for every interaction.
• Technical Agility: Comfort navigating web‑based systems, updating records, and troubleshooting basic technical issues.
• Team Collaboration: Work seamlessly with internal departments such as Operations, Compliance, and IT.
• Resilience: Maintain composure and positivity when handling high‑volume calls or challenging situations.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its team members. As a CFR Customer Service Representative, you will have access to:

• Structured onboarding and mentorship programs that accelerate your mastery of brighthush’s platforms.
• Continuous training modules covering advanced communication techniques, automotive logistics, and compliance standards.
• Opportunities to transition into specialized roles such as Release Operations Analyst, Partner Success Manager, or Remote Operations Supervisor.
• Cross‑functional projects that expose you to technology, data analytics, and process improvement initiatives.
• Tuition reimbursement and certification support for relevant industry credentials.

Work Environment & Culture at brighthush

Our culture is built on three pillars: diversity, inclusion, and collaboration. We celebrate a workforce that reflects the global communities we serve, fostering an environment where every voice is heard and valued. Remote employees enjoy:

• A flexible work‑from‑home setup with a stipend for home office essentials.
• Regular virtual team‑building events, town halls, and recognition programs.
• Access to an internal community platform where employees share ideas, resources, and support.
• Transparent communication from leadership about company goals, performance, and future direction.

Compensation, Perks & Benefits

brighthush offers a competitive hourly wage ranging from $16.04 to $22.00 (with higher rates of $18.00‑$24.00 in California, Colorado, New York, and Washington). In addition to base pay, you’ll receive a comprehensive benefits package that includes:

• Medical, dental, and vision insurance with multiple plan options.
• 401(k) retirement plan with company match.
• Employee Stock Purchase Plan (ESPP) allowing you to buy brighthush shares at a discount.
• Employee Assistance Program (EAP) at no cost to you.
• Paid vacation, sick leave, and company holidays.
• Life and AD&D insurance coverage.
• Exclusive employee discounts on automotive services and partner offers.
• Opportunities for overtime pay based on business needs.

Commitment to Diversity & Inclusion

brighthush believes that diverse perspectives drive innovation. We are dedicated to creating a workplace where everyone feels appreciated, included, and empowered to grow. Our inclusion initiatives include employee resource groups, bias‑training programs, and a transparent promotion pathway that rewards merit and potential.

Legal & Compliance

brighthush participates in the U.S. Department of Homeland Security’s E‑Verify program. All applicants must be authorized to work in the United States.

How to Apply

If you are passionate about delivering exceptional service, thrive in a fast‑paced environment, and want to be part of a forward‑thinking global leader, we want to hear from you. Click the link below to submit your application and begin your journey with brighthush.

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Join brighthush Today

Take the next step in your career and become a key player in a company that’s reshaping the vehicle auction and logistics landscape. At brighthush, your contributions are recognized, your growth is supported, and your success is celebrated. Apply now and help us drive the future of automotive commerce.