Customer Experience Associate – Frontline Scheduling & Support Specialist – Remote, High‑Volume Call Center

About brighthush

brighthush is a trailblazer in the automotive collision repair industry, redefining how people experience vehicle service. Since its inception in 1999, brighthush has grown from a single Chicago repair shop into a nationwide network of more than 650 state‑of‑the‑art locations across 38 states. Our mission is simple yet powerful: People First. Every interaction, every repair, and every customer touchpoint is designed to deliver the highest level of care, transparency, and convenience.

We are proud to operate the premium brighthush LUXE | EV Certified brand, offering high‑line and luxury electric vehicle repair centers that meet the most demanding standards of quality and sustainability. With a culture rooted in innovation, integrity, and relentless customer focus, brighthush is the fastest‑growing, founder‑led multi‑shop operator (MSO) in the U.S. and a recognized leader in collision repair excellence.

As we expand our footprint and deepen our commitment to service, we are looking for passionate, customer‑centric professionals to join our remote team. If you thrive in a fast‑paced, high‑volume environment and want to make a tangible difference in people’s lives, brighthush offers the perfect platform to grow, learn, and succeed.

Position Overview

The Customer Experience Associate – Frontline Scheduling & Support Specialist is the first point of contact for our customers during the collision repair journey. Working in a dynamic, high‑volume call center, you will schedule appointments, provide estimates, coordinate rental cars and tow services, and ensure every customer feels heard, respected, and confident in the care they receive.

This role is fully remote, requiring a quiet, distraction‑free workspace and reliable high‑speed internet. You will operate within a structured shift schedule, collaborating with a dedicated team of customer experience professionals to maintain our reputation for excellence.

Key Responsibilities

• Appointment Scheduling: Coordinate repair and estimate appointments in strict adherence to brighthush Standard Operating Procedures (SOPs), ensuring optimal shop utilization and customer convenience.
• High‑Volume Communication: Manage inbound and outbound calls, emails, and chat interactions with professionalism, empathy, and efficiency.
• Rental & Tow Coordination: Assist customers with rental car reservations and tow scheduling, ensuring seamless logistics throughout the repair process.
• Urgency & Prioritization: Demonstrate a strong sense of urgency while balancing competing priorities and maintaining accuracy under pressure.
• Empathetic Engagement: Communicate with confidence and professionalism, actively listening to customer concerns and providing clear, actionable solutions.
• Inquiry Resolution: Clarify customer needs, research relevant information, and execute appropriate next steps to resolve inquiries promptly.
• Issue Escalation: Resolve complex customer concerns through active listening and effective use of internal resources, escalating when necessary.
• Multi‑System Proficiency: Navigate and multitask across multiple systems, including CRM, scheduling software, and internal knowledge bases, to ensure data integrity and operational efficiency.
• Process Compliance: Follow departmental processes and procedures to maintain assignment accuracy, data integrity, and regulatory compliance.
• Information Security: Safeguard customer and company information, maintaining confidentiality at all times.
• Equipment Maintenance: Maintain company‑issued equipment in proper working condition and report any issues promptly.
• Continuous Improvement: Participate in ongoing training, process improvement initiatives, and quality assurance programs to elevate the customer experience.
• Additional Duties: Perform other related duties as assigned to support team and organizational goals.

Essential Qualifications

• High school diploma or GED required.
• Minimum of 1 year of experience in a high‑volume call center environment.
• Strong verbal and written communication skills.
• Demonstrated empathy and active listening skills.
• Ability to multitask and manage competing priorities in a fast‑paced environment.
• Strong attention to detail and accuracy.
• Excellent time management and organizational skills.
• Self‑motivated with a strong work ethic and ability to learn quickly.
• Reliable modem and high‑speed internet meeting minimum requirements.
• Proficiency navigating and multitasking across multiple systems, including CRM software.

Preferred Qualifications & Skills

• Experience in the automotive or collision repair industry.
• Knowledge of scheduling and logistics software.
• Familiarity with customer experience metrics and performance dashboards.
• Experience with remote work tools (Zoom, Teams, Slack).
• Basic understanding of automotive repair terminology and processes.

What brighthush Offers You

Career Growth & Learning

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Associate, you will gain exposure to every facet of the collision repair process, from initial customer contact to final delivery. Our structured career ladder includes:

• Mentorship programs pairing new hires with seasoned customer experience leaders.
• Regular training modules covering product knowledge, customer service best practices, and advanced communication techniques.
• Opportunities to transition into specialized roles such as Customer Success Manager, Operations Analyst, or Field Service Coordinator.
• Annual performance reviews with clear metrics and growth pathways.

Work Environment & Culture

brighthush fosters a culture of collaboration, transparency, and continuous improvement. Even though you will be working remotely, you will be part of a vibrant, supportive team that values:

• Open communication and feedback loops.
• Work‑life balance, with flexible scheduling options and paid time off.
• Recognition of achievements through monthly performance bonuses and employee awards.
• Community engagement initiatives, including volunteer events and sustainability projects.

Compensation & Benefits

We offer a competitive base rate of $17.50 per hour, with eligibility for monthly performance‑based bonuses of up to $400 tied to key operational and customer experience metrics. In addition, you will receive:

• Medical, dental, and vision insurance.
• Group life and disability insurance.
• 401(k) retirement plan with company match.
• Paid holidays and vacation days.
• Employee referral bonus program.
• Access to wellness resources and employee assistance programs.

Shift & Schedule

• Monday–Friday: 10:30 AM–7:00 PM CST.
• Saturday (rotating): 8:00 AM–12:00 PM CST (subject to business needs).

Why Join brighthush?

When you become part of brighthush, you join a mission‑driven organization that values people above profit. You will:

• Make a direct impact on customer satisfaction and brand loyalty.
• Work with cutting‑edge technology and processes that streamline the repair experience.
• Collaborate with a diverse, inclusive team that celebrates innovation.
• Benefit from a supportive remote work environment that prioritizes your well‑being.

Ready to Make a Difference?

If you are a proactive, customer‑focused professional who thrives in a high‑volume, remote setting, we want to hear from you. Bring your passion for service, your dedication to excellence, and your drive to grow with brighthush.

Apply today and help us champion people, one repair at a time.

To submit your application, please visit our careers portal or click the link below. We look forward to welcoming you to the brighthush family!