Customer Liaison Representative – Remote Customer Experience Specialist for brighthush – Complaint Resolution, Cross‑Department Coordination & CRM Management

Why Join brighthush?

At brighthush, we are redefining the home‑appliance landscape by putting the customer at the heart of every innovation. As a global leader in consumer‑centric design, brighthush delivers premium products that combine cutting‑edge technology with timeless style. Our commitment to excellence extends beyond the showroom floor – it starts with the people who interact with our brand every day. If you thrive in a fast‑paced, remote environment where your voice truly matters, the Customer Liaison Representative role is your gateway to a rewarding career that blends problem‑solving, communication mastery, and strategic collaboration.

Position Overview

We are seeking a seasoned Customer Liaison Representative to serve as the primary conduit between our valued customers and internal teams. This remote, full‑time role is based in New Bern, North Carolina, but offers the flexibility to work from anywhere within the United States. You will be responsible for turning challenging customer interactions into positive experiences, ensuring that every complaint is addressed promptly, and that critical information flows seamlessly across departments.

Key Responsibilities

• Act as the first point of contact for inbound customer inquiries, complaints, and service requests via phone, email, and chat.
• Investigate and resolve complex issues by coordinating with product development, logistics, finance, and technical support teams.
• Document every interaction in the CRM system with meticulous attention to detail, ensuring data integrity and traceability.
• Develop and maintain a knowledge base of common issues, solutions, and best practices to empower both customers and internal staff.
• Monitor service level agreements (SLAs) and proactively flag potential breaches to management.
• Provide regular status updates to customers, setting realistic expectations and delivering on promises.
• Identify trends in customer feedback and present actionable insights to senior leadership for continuous improvement.
• Participate in quarterly cross‑functional workshops to streamline processes and enhance the overall customer journey.
• Travel up to 10 % of the time for on‑site training sessions, stakeholder meetings, and occasional customer site visits.

Essential Qualifications

• High school diploma or GED required; associate’s or bachelor’s degree in Business, Communications, or a related field is a strong plus.
• 3–5 years of proven experience in a call‑center, customer support, or office environment, preferably within a remote setting.
• Exceptional written and verbal communication skills, with the ability to convey complex information clearly and empathetically.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, SharePoint, Teams) and a demonstrated ability to learn new software quickly.
• Hands‑on experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics) and enterprise resource planning tools such as SAP.
• Typing speed of at least 45 words per minute with high accuracy.
• Strong analytical mindset, capable of interpreting data and turning insights into actionable recommendations.
• Self‑motivated, organized, and able to manage multiple priorities in a fast‑moving environment.
• Fluent in English; additional language proficiency is a plus.

Preferred Qualifications

• Experience in the home‑appliance or consumer‑electronics industry.
• Certification in Customer Service Excellence (e.g., HDI, CCSP).
• Familiarity with remote collaboration tools such as Slack, Zoom, or Asana.
• Demonstrated success in process improvement initiatives or Six Sigma Green Belt certification.
• Ability to travel for short‑term on‑site engagements without disruption to remote work schedule.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning dissatisfied customers into brand advocates.
• Problem‑Solving Acumen: Ability to diagnose issues quickly, think critically, and propose effective solutions.
• Cross‑Functional Collaboration: Skilled at building relationships with internal stakeholders across departments.
• Data‑Driven Decision Making: Comfortable using analytics to track performance metrics and drive improvements.
• Time Management: Expertise in prioritizing tasks, meeting deadlines, and maintaining high productivity while working remotely.
• Technical Proficiency: Mastery of Microsoft Office, SharePoint, Teams, SAP, and CRM platforms.
• Adaptability: Thrive in a dynamic environment where priorities shift and new challenges arise daily.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Liaison Representative, you will have access to:

• Structured mentorship programs pairing you with senior leaders in Customer Experience and Operations.
• Annual tuition reimbursement for relevant certifications, workshops, or degree programs.
• Internal training libraries covering advanced CRM techniques, conflict resolution, and data analytics.
• Opportunities to transition into senior roles such as Customer Experience Manager, Operations Analyst, or Product Support Specialist.
• Participation in cross‑departmental innovation labs where you can influence product design based on real‑world customer insights.

Work Environment & Culture at brighthush

Our remote‑first philosophy empowers you to design a work‑life balance that suits you. You’ll join a diverse, inclusive team that values:

• Transparency: Open communication channels, regular town‑hall meetings, and clear visibility into company goals.
• Collaboration: Virtual coffee chats, team‑building activities, and shared digital workspaces that foster connection.
• Innovation: A culture that encourages you to share ideas, experiment, and contribute to product enhancements.
• Well‑Being: Access to mental‑health resources, ergonomic home‑office stipends, and flexible scheduling.

Compensation, Perks & Benefits

• Competitive salary range: USD 48,276 – 80,475 per year, commensurate with experience and performance.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company matching to help you build a secure retirement.
• Generous paid time off (PTO) and paid holidays to recharge.
• Employee assistance program (EAP) for personal and professional support.
• Technology stipend for home‑office equipment and high‑speed internet.
• Recognition programs that celebrate outstanding customer service achievements.

Application Process

If you are ready to make a meaningful impact on the customer journey and grow your career with a forward‑thinking industry leader, we want to hear from you. Click the link below to submit your application, and be prepared to showcase your communication prowess, problem‑solving skills, and passion for service excellence.

Apply To This Job

About brighthush

brighthush is a premier manufacturer of home‑appliance brands, renowned for blending sophisticated engineering with elegant design. Our portfolio includes iconic product lines that set industry standards for performance, sustainability, and user experience. By joining brighthush, you become part of a legacy of innovation that touches millions of households worldwide.

Take the Next Step

Don’t miss the chance to become a pivotal voice for our customers and a catalyst for continuous improvement at brighthush. Apply today and embark on a career where your expertise is celebrated, your growth is nurtured, and your contributions shape the future of home living.