Customer Experience Associate I – Remote Call Center Specialist for High‑Volume Automotive Repair Scheduling and Customer Care

About brighthush

Welcome to brighthush, one of the fastest‑growing and most dynamic brands in the automotive collision repair industry. Since its founding in 1999 as a single repair center in Chicago, brighthush has evolved into the nation’s largest founder‑led multi‑shop operator (MSO), delivering premium collision repair services at more than 650 state‑of‑the‑art locations across 38 states. In addition to its core network, brighthush proudly operates the brighthush LUXE | EV Certified brand, a cutting‑edge line of high‑end and electric‑vehicle repair centers that set the benchmark for quality, technology, and sustainability.

Our mission is simple yet powerful: People First. We believe that superior collision repair is built on genuine human connections, empathy, and a relentless commitment to excellence. As a member of the brighthush family, you’ll join a culture that celebrates innovation, teamwork, and the relentless pursuit of a best‑in‑class customer experience.

Role Overview

The Customer Experience Associate I is the front‑line ambassador for brighthush’s customers. Working remotely, you will schedule appointments for collision repairs and estimates, coordinate rental car reservations, and manage tow requests—all while adhering to brighthush’s rigorous Standard Operating Procedures (SOPs). This role thrives in a high‑volume, performance‑driven call‑center environment, demanding professionalism, empathy, and meticulous attention to detail.

Key Responsibilities

• Appointment Scheduling: Accurately schedule customer appointments for collision repair and estimates in line with brighthush SOPs.
• High‑Volume Call Management: Handle a large volume of inbound and outbound customer communications with poise and efficiency.
• Rental & Tow Coordination: Assist customers in securing rental vehicles and arranging tow services, ensuring a seamless transition from incident to repair.
• Urgency & Workload Management: Demonstrate a strong sense of urgency while balancing daily tasks and meeting service level agreements.
• Empathetic Communication: Engage customers with confidence, empathy, and professionalism, building trust at every interaction.
• Inquiry Resolution: Clarify customer needs, research information, and execute appropriate next steps to resolve inquiries promptly.
• Problem Solving: Resolve concerns through active listening and effective use of internal resources, escalating when necessary.
• Multitasking Across Systems: Navigate multiple platforms—including CRM, scheduling, and rental systems—simultaneously while maintaining data integrity.
• Process Adherence: Follow departmental processes to ensure assignment accuracy, data security, and compliance with privacy standards.
• Equipment Maintenance: Keep company‑issued hardware in optimal condition and report any technical issues without delay.
• Continuous Improvement: Contribute ideas that enhance the customer journey and support brighthush’s commitment to excellence.
• Additional Duties: Perform other tasks as assigned to support team objectives and operational success.

Essential Qualifications

• High school diploma or GED (required).
• Minimum of 1 year of experience in a high‑volume call‑center environment.
• Exceptional verbal and written communication skills.
• Demonstrated empathy and active‑listening abilities.
• Proven capacity to multitask and prioritize competing demands in a fast‑paced setting.
• Strong attention to detail and commitment to data accuracy.
• Excellent time‑management and organizational capabilities.
• Self‑motivated work ethic with a rapid learning curve.
• Reliable high‑speed internet connection and a quiet, distraction‑free workspace.
• Proficiency in navigating multiple software systems, especially CRM platforms.

Preferred Qualifications & Additional Assets

• Associate’s or Bachelor’s degree in Business, Communications, or a related field.
• Previous experience in automotive service, collision repair, or a related industry.
• Familiarity with rental‑car reservation tools and tow‑service coordination.
• Certification in customer‑service excellence (e.g., CXPA, HDI).
• Experience working remotely with proven productivity and accountability.

Core Skills & Competencies

• Customer‑Centric Mindset: Ability to place the customer’s needs at the forefront of every decision.
• Emotional Intelligence: Recognize and respond to emotional cues, de‑escalate tense situations, and maintain composure.
• Technical Agility: Quick adaptation to new software tools, updates, and workflow changes.
• Analytical Thinking: Assess information, identify patterns, and propose solutions that improve efficiency.
• Collaboration: Work effectively with cross‑functional teams, including service advisors, technicians, and logistics coordinators.
• Reliability: Consistent attendance, punctuality, and adherence to scheduled shifts.
• Confidentiality: Safeguard sensitive customer and company data in compliance with privacy regulations.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Customer Experience Associate I, you will have access to:

• Structured Training Programs: Comprehensive onboarding, ongoing skill‑building workshops, and certification pathways.
• Mentorship Networks: Pairing with seasoned customer‑service leaders who provide guidance and career advice.
• Internal Mobility: Clear pathways to advance into senior associate, team lead, operations manager, or specialized roles within the automotive service ecosystem.
• Performance‑Based Incentives: Monthly bonuses tied to key metrics, encouraging continuous improvement.
• Continuous Feedback Loop: Regular performance reviews, 360‑degree feedback, and personalized development plans.

Work Environment & Culture at brighthush

Even though this position is fully remote, you will be an integral part of brighthush’s vibrant, people‑first culture. Our core values shape every interaction:

• People First: We prioritize the well‑being of our customers, teammates, and communities.
• Integrity: Transparency and honesty guide our decisions.
• Innovation: We embrace technology and creative problem‑solving to stay ahead of industry trends.
• Collaboration: Success is a team effort; we celebrate collective wins.
• Excellence: We set high standards and consistently exceed them.

Our remote workforce enjoys flexible scheduling, a supportive virtual community, and regular virtual town‑halls where leadership shares updates, celebrates milestones, and recognizes top performers.

Compensation & Benefits

Shift Schedule

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

Base Pay: $17.50 per hour

Performance Incentives: Eligibility for monthly performance‑based bonuses up to $400, linked to operational efficiency and customer‑experience metrics.

Benefits Package (subject to eligibility)

• Medical, Dental, and Vision Insurance
• Group Life and Disability Insurance
• 401(k) Retirement Plan with company match
• Referral Bonus program (“Cash From brighthush”)
• Five paid holidays annually
• Opportunities for additional perks as the company evolves

Compensation is competitive and reflects experience, skill set, certifications, and performance. All benefits are reviewed annually to ensure they remain industry‑leading.

Why Join brighthush?

Choosing a career with brighthush means aligning yourself with a brand that values people, technology, and continuous improvement. You will:

• Play a pivotal role in delivering a seamless, stress‑free repair experience for thousands of customers each month.
• Develop expertise in automotive service operations, a high‑growth sector with long‑term career stability.
• Enjoy a remote work lifestyle that respects work‑life balance while offering clear pathways for advancement.
• Be part of a purpose‑driven organization that invests in community outreach, sustainability, and employee well‑being.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and are eager to grow with a market‑leading brand, we want to hear from you. Click the link below to submit your application and begin your journey with brighthush.

Apply To This Job

Closing Statement

At brighthush, we champion people—our customers, our teammates, and our communities. Join us as a Customer Experience Associate I and become a vital part of a team that turns challenges into opportunities, one satisfied driver at a time. Your dedication, empathy, and drive will help shape the future of collision repair across the nation. Apply today and start making a difference with brighthush!