Customer Care & Sales Advisor – Customer Success & Retention Specialist – brighthush
About brighthush
brighthush is more than a telecommunications provider – we are a catalyst for connection in a world that thrives on instant communication. With a portfolio that spans high‑speed internet, crystal‑clear television, and reliable voice services, we empower families, small businesses, and community hubs to stay linked to what matters most. Our mission is rooted in community and connection, and our culture is built on collaboration, continuous learning, and a shared commitment to delivering exceptional customer experiences. If you thrive in a fast‑moving environment and want to make a tangible impact on people’s lives, brighthush is the place for you.
Why Join brighthush?
At brighthush, we believe that great customer service is the foundation of lasting relationships. As a Customer Care & Sales Advisor, you will be the first point of contact for our customers, guiding them through every step of their journey—from onboarding to troubleshooting to upselling. Your voice will shape how customers perceive our brand, and your expertise will help us grow our customer base while ensuring satisfaction and loyalty. In addition, you will:
- Work in a culture that celebrates innovation and creativity.
- Benefit from a flexible work environment that supports work‑life balance.
- Join a team that values diversity, inclusion, and community impact.
- Receive ongoing training that keeps you at the forefront of industry trends.
What You'll Do
As a Customer Care & Sales Advisor, you will blend technical support with consultative selling to deliver a seamless experience that keeps customers coming back. Your day-to-day will involve:
- Engaging with customers via phone, chat, and ticketing systems.
- Diagnosing and resolving billing, service, and technical issues.
- Guiding customers through service changes, upgrades, and cancellations.
- Documenting all interactions accurately in the CRM.
- Applying retention sales techniques to reduce churn.
- Identifying upsell opportunities that align with customer needs.
- Entering orders accurately into the order management system.
- Collaborating with technical support, billing, and field service teams.
- Participating in special projects and process improvement initiatives.
Key Responsibilities
- Customer Engagement & Support
- Respond to inbound inquiries via phone, chat, and ticketing systems with empathy and clarity.
- Diagnose and resolve billing, service, and technical issues using remote troubleshooting tools.
- Guide customers through service changes, upgrades, and cancellations while maintaining a positive experience.
- Document all interactions accurately in the CRM to ensure a seamless handoff to other teams.
- Retention & Upsell
- Apply proven retention sales techniques to reduce churn and secure renewals.
- Identify opportunities to upsell additional services (e.g., premium TV packages, home security, or device upgrades) that align with customer needs.
- Negotiate household spend and present value propositions that resonate with each customer.
- Track and report on retention metrics, providing insights to improve future strategies.
- Order Management & Product Knowledge
- Enter orders accurately into the order management system, ensuring all details are correct.
- Stay current on brighthush product offerings, promotions, and policy changes.
- Assist with product returns, exchanges, and service adjustments in a timely manner.
- Performance & Collaboration
- Meet or exceed weekly and monthly sales activity goals, including call volume, conversion rates, and customer satisfaction scores.
- Follow company‑approved scripts and guidelines to maintain consistent communication.
- Collaborate with technical support, billing, and field service teams to resolve complex issues.
- Participate in special projects and process improvement initiatives as assigned.
Essential Qualifications
- High School Diploma or GED (or equivalent).
- Strong verbal and written communication skills with a customer‑first mindset.
- Demonstrated patience, professionalism, and empathy in high‑pressure situations.
- Basic technical aptitude and willingness to learn brighthush’s product suite.
- Ability to remain composed while handling multiple concurrent tasks.
- Physical ability to sit for extended periods and use hands, voice, and hearing.
- Capacity to lift up to 10 pounds when necessary.
Preferred Qualifications
- Prior experience in a customer service or sales role within the telecommunications or technology sector.
- Familiarity with CRM systems (e.g., brighthush, brighthush) and remote troubleshooting tools.
- Experience with retention strategies and upselling techniques.
- Knowledge of billing processes and service provisioning.
- Multilingual abilities (Spanish, French, or other languages) are a plus.
Core Skills & Competencies
- Active Listening – Ability to understand customer needs and respond with tailored solutions.
- Problem‑Solving – Quickly diagnose issues and provide effective resolutions.
- Sales Acumen – Identify upsell opportunities and articulate value propositions.
- Time Management – Prioritize tasks to meet daily targets and maintain high service quality.
- Team Collaboration – Work seamlessly with cross‑functional teams to deliver a unified customer experience.
- Adaptability – Thrive in a dynamic environment with evolving products and processes.
Career Growth & Learning Opportunities
At brighthush, we invest in your professional development. As you gain experience, you’ll have the chance to move into senior customer support roles, team leadership, or specialized technical positions. We offer:
- Structured onboarding and continuous training programs.
- Mentorship from seasoned leaders in customer success and sales.
- Access to industry certifications and skill‑building workshops.
- Clear career ladders with defined milestones and performance‑based advancement.
- Opportunities to lead cross‑functional projects and initiatives.
- Regular performance reviews that focus on growth and development.
Work Environment & Culture
brighthush fosters a collaborative, inclusive, and energetic workplace. Our values center on:
- Community Impact – We believe in giving back through volunteer initiatives and community partnerships.
- Innovation – Continuous improvement and creative problem‑solving are encouraged at every level.
- Diversity & Inclusion – We celebrate diverse perspectives and strive for an equitable workplace.
- Recognition – Outstanding performance is celebrated through awards, shout‑outs, and tangible rewards.
- Flexibility – We offer flexible work arrangements and remote‑friendly policies to support work‑life balance.
- Team Spirit – Regular team‑building events, hackathons, and social gatherings keep morale high.
Compensation & Benefits
While specific figures vary by role and location, brighthush offers a competitive compensation package that includes:
- Base salary plus performance‑based incentives.
- Health, dental, and vision coverage starting on day one.
- Life insurance and disability protection.
- 401(k) plan with company match up to 5%.
- Paid time off for vacation, holidays, and personal days.
- Employee assistance program and identity theft protection.
- Tuition reimbursement up to $5,250 in the first year.
- Flexible work arrangements and remote‑friendly policies.
- Wellness programs, including gym memberships and mental health resources.
- Employee referral bonuses for bringing in top talent.
Our Commitment to Diversity & Inclusion
brighthush is proud to be an equal‑opportunity employer. We value the unique talents, backgrounds, and perspectives of all our associates. Our “Stronger Together” philosophy is more than a slogan—it’s a daily practice that drives our success and community impact.
Pre‑Hire Process
All candidates will undergo a standard background check, drug screening, and reference verification. Successful completion of these steps is required before a formal offer is extended.
Ready to Make a Difference?
Join brighthush and become part of a team that values connection, innovation, and customer success. If you’re passionate about helping people stay connected and thrive in a collaborative environment, we want to hear from you.