Customer Experience Specialist – Remote, Full‑Time, Hourly – Champion Homeowner Satisfaction & Appointment Success at brighthush

About brighthush

brighthush is a leading provider of roofing and home‑services solutions across the United States. With a reputation for quality craftsmanship, transparent pricing, and a customer‑first philosophy, we help homeowners protect their most valuable asset— their home. Our mission is simple: every homeowner feels supported, not processed. To achieve this, we rely on a dedicated team of Customer Experience Specialists who are the first point of contact for every homeowner, whether they call, fill out a web form, or click a social ad.

Why Join brighthush?

Working at brighthush means you’ll be part of a fast‑growing, technology‑driven organization that values innovation, collaboration, and personal growth. As a remote, full‑time, hourly role, you’ll enjoy the flexibility of working from home while contributing to a high‑impact team that directly influences customer satisfaction and business growth. Our culture is built on trust, continuous learning, and a shared commitment to excellence.

Key Responsibilities

As a Customer Experience Specialist, you’ll blend customer service, appointment setting, and lead recovery to ensure homeowners receive timely, friendly, and professional support. Your day will involve:

• Outbound Appointment Setting & Recovery: Call back homeowners who reached out but haven’t booked, and work our recovery list of missed calls and unworked web leads—high‑priority prospects we’ve already invested in.
• Re‑engagement: Re‑engage past quotes, older estimates, and former customers to fill the calendar further out, ensuring we maintain a steady pipeline of appointments.
• Inbound Customer Experience: Answer inbound calls from homeowners requesting inspections or estimates, and assist existing customers with job‑related or basic questions.
• Lead Response: Respond to new website and social media leads within minutes, logging every interaction in our CRM.
• Collaboration: Transfer billing questions to the finance team and coordinate with field crews to ensure seamless service delivery.
• Performance Management: Follow our calling cadence, scripts, and playbooks while exercising good judgment when situations call for it. Meet daily and weekly targets for response speed, contact rate, and appointments booked.

What We Expect From You

We’re looking for a proactive, customer‑centric professional who thrives in a fast‑paced, remote environment. Your success will be measured by:

• Consistent adherence to our calling cadence and script guidelines.
• High contact rates and appointment conversion.
• Professional, friendly, and helpful interactions with every homeowner.
• Accurate and timely logging of all interactions in the CRM.

Required Qualifications

• Proven experience in phone‑based customer service, appointment setting, inside sales, or call‑center roles, including working with scripts or playbooks.
• Clear, confident, and friendly phone presence.
• Persistent yet respectful communication style—never pushy.
• Empathy, patience, and quick thinking to respond thoughtfully rather than reactively.
• Strong comfort with technology and the ability to learn and navigate a CRM, dialer, softphone, and evolving tools.
• Self‑discipline and the ability to work productively from home.
• Quiet, professional home workspace with reliable high‑speed internet.
• Coachability and a goal‑driven mindset.
• Authorization to work in the United States.

Preferred (Nice to Have)

• Experience in roofing, home services, or another trades/contractor business.
• Bilingual with conversational Spanish.
• Previous lead‑recovery calling experience.

First 90 Days – Your Growth Path

We’ll invest in your success from day one. Here’s what you can expect:

• Weeks 1–2: Learn brighthush’s scripts and systems, shadow live calls, and begin handling inbound calls with support.
• By Day 30: Handle inbound calls independently and start working the recovery list.
• By Day 90: Consistently meet contact‑rate and appointment‑setting targets across inbound, recovery, and re‑engagement work.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry. We offer:

• Clear advancement paths to senior CX roles, team lead, or operations management.
• Ongoing training in customer service excellence, sales techniques, and industry knowledge.
• Access to cross‑functional projects that broaden your skill set.
• Mentorship from experienced leaders who are committed to your professional development.

Work Environment & Company Culture

Our remote-first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative team. We celebrate diversity, encourage open communication, and reward innovation. At brighthush, you’ll find:

• Regular virtual team huddles and social events.
• Transparent goal setting and performance feedback.
• A culture that values work‑life balance and mental well‑being.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

We offer competitive hourly pay and a comprehensive benefits package designed to support you and your family:

• Hourly Rate: $18.00–$22.00 per hour, based on experience.
• Incentive Bonus Plan: Earn additional rewards for exceeding performance targets.
• Medical, dental, and vision insurance.
• Company‑sponsored life insurance.
• 401(k) retirement plan with company match.
• Paid time off and paid holidays.
• Equipment and software provided to ensure a productive home office.
• Professional development stipend and access to industry conferences.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations are available for applicants and employees with disabilities.

Ready to Make a Difference?

If you’re passionate about delivering exceptional customer experiences, thrive in a remote setting, and want to grow your career in a supportive, forward‑thinking company, we want to hear from you. Join brighthush today and help homeowners feel supported, not processed.