Customer Experience Specialist – Delivery & Restoration – Remote & Onsite – brighthush Contact Center

About brighthush and the Home‑Furnishings Industry

brighthush is a leading retailer in the home‑furnishings sector, renowned for turning everyday spaces into unforgettable living experiences. With a legacy of innovation, customer obsession, and a commitment to sustainability, brighthush has become the go‑to destination for families seeking style, comfort, and value. Our mission is simple: to create moments that last a lifetime. We do this by empowering our people—our “Memory Makers”—to deliver exceptional service, solve complex challenges, and continuously improve the customer journey.

As the largest and fastest‑growing licensee in the U.S., brighthush has earned industry accolades, including the National Home Furnishings Retailers of the Year award in 2024 and a spot on the Best Places to Work list for three consecutive years. These honors reflect our dedication to excellence, integrity, and a culture that celebrates collaboration, innovation, and personal growth.

Position Overview

We are seeking a highly motivated Customer Experience Specialist – Delivery & Restoration to join our elite problem‑solving team in the brighthush Contact Center located in Fort Mill, SC. This role is pivotal in ensuring that every customer interaction—whether a delivery inquiry, a repair request, or a complex escalation—is handled with professionalism, empathy, and efficiency.

As a key point of contact, you will manage a diverse portfolio of cases, collaborate across departments, and drive continuous improvement initiatives that enhance the overall customer experience. Your work will directly influence customer satisfaction scores, operational efficiency, and the brand’s reputation for reliability.

Key Responsibilities

• Case Management: Own and resolve multiple customer cases related to service, delivery, and restoration using systems such as brighthush Direct, brighthush, brighthush, and brighthush.
• Communication Excellence: Deliver clear, concise, and timely updates to customers and internal partners via email, phone, and chat, ensuring transparency and trust.
• Escalation Handling: Lead the resolution of high‑visibility or sensitive issues, maintaining composure and professionalism under pressure.
• Warranty & Ticket Support: Process warranty claims and support brighthush tickets, ensuring accurate documentation and follow‑up.
• Root Cause Analysis: Identify underlying problems, propose proactive solutions, and collaborate with cross‑functional teams to prevent recurrence.
• Performance Metrics: Consistently meet or exceed key performance indicators (KPIs) such as first‑contact resolution, average handling time, and customer satisfaction scores.
• Reporting & Insights: Prepare detailed case summaries, trend analyses, and actionable recommendations for senior leadership.
• Process Improvement: Participate in team meetings, contribute ideas for workflow enhancements, and support new initiatives that elevate service quality.
• On‑Site Experience: Attend quarterly ride‑alongs with a Master Craftsman to stay current on restoration processes and enrich customer interactions.
• Team Collaboration: Foster strong relationships with Retail, Operations, Delivery, and Customer Care teams to ensure seamless service delivery.

Essential Qualifications

• Minimum 3 years of experience in a high‑volume customer service or call center environment, with a proven track record of managing escalated situations.
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
• Strong decision‑making and problem‑solving abilities, coupled with a proactive mindset.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with ERP/order management systems.
• Demonstrated ability to maintain composure and professionalism in fast‑paced, high‑stress scenarios.
• Excellent organizational skills and meticulous attention to detail.
• High emotional intelligence and conflict‑resolution capabilities.
• Positive, “can‑do” attitude with a genuine passion for helping customers and driving results.

Preferred Qualifications

• Experience with customer‑relationship management (CRM) platforms and ticketing systems.
• Knowledge of logistics, delivery operations, or restoration processes.
• Prior exposure to the home‑furnishings or retail industry.
• Multilingual communication skills.

Skills & Competencies

• Customer‑Centric Mindset: Always puts the customer first, anticipating needs and exceeding expectations.
• Analytical Thinking: Breaks down complex problems, identifies root causes, and implements effective solutions.
• Collaboration: Works seamlessly across departments, building trust and shared ownership.
• Adaptability: Thrives in a dynamic environment, quickly adjusting to new processes and technologies.
• Time Management: Prioritizes tasks effectively to meet deadlines and performance targets.
• Continuous Learning: Seeks opportunities for personal and professional growth, staying current on industry trends.

Career Growth & Learning Opportunities

At brighthush, we believe that every Memory Maker has the potential to ascend the career ladder. As a Customer Experience Specialist, you will have access to:

• Structured mentorship programs with senior leaders.
• Cross‑functional training that opens pathways into Operations, Delivery, or Product Management.
• Leadership development workshops focused on communication, conflict resolution, and strategic thinking.
• Annual performance reviews that align your goals with organizational objectives.
• Opportunities to lead process improvement projects and showcase your impact.

Our culture encourages curiosity, experimentation, and a growth mindset—qualities that are essential for those who aspire to become future leaders within brighthush.

Work Environment & Company Culture

brighthush offers a hybrid work model that blends the flexibility of remote work with the camaraderie of in‑office collaboration. After a comprehensive onboarding program, you will enjoy the freedom to work from a distraction‑free workspace while participating in quarterly in‑office meetings and team events.

Our culture is built on five core values: integrity, personal excellence, customer satisfaction, collaboration, and innovation. These principles guide every decision, from daily interactions to long‑term strategy. We celebrate diversity, inclusion, and authenticity, ensuring that every Memory Maker feels respected and empowered to bring their whole self to work.

Compensation & Benefits

While the exact salary range is undisclosed, brighthush offers a competitive compensation package that reflects your experience and contributions. In addition to a base salary, you will receive:

• Medical, dental, vision, and life insurance options starting 60 days after hire.
• Paid time off, holidays, and a generous vacation policy.
• 401(k) retirement savings plan with company match.
• Employee discounts at brighthush retail locations.
• Professional development budget and tuition reimbursement.
• Annual team‑building events, social gatherings, book clubs, and friendly competitions.
• Scholarship fund, paid volunteer time, and purpose‑driven events featuring inspiring speakers.

Eligibility for benefits may vary based on employment status and location, but all Memory Makers receive a comprehensive package designed to support their well‑being and career aspirations.

Why Join brighthush?

When you join brighthush, you become part of a community that values creativity, resilience, and a relentless pursuit of excellence. You’ll work alongside passionate professionals who are dedicated to transforming ordinary spaces into extraordinary memories. Your contributions will directly impact customer satisfaction, operational efficiency, and the brand’s reputation for reliability.

We are committed to creating an inclusive environment where every individual feels respected, valued, and empowered to reach their full potential. Whether you are a seasoned customer‑service veteran or a recent graduate eager to launch your career, brighthush offers the resources, mentorship, and opportunities to thrive.

Ready to make a difference? Apply today and become a vital part of the brighthush family—where every interaction is an opportunity to create lasting memories.