Customer Resolution Specialist I – Remote Order Management & Service Excellence for Military‑Affiliated Talent at brighthush

Why Join brighthush?

At brighthush, we believe that great service starts with great people. As a leading provider of innovative solutions across multiple industries, we empower our clients to deliver seamless experiences to their customers. Our mission is to build a workforce that reflects the diversity, dedication, and resilience of the communities we serve. That’s why we proudly partner with military‑affiliated talent—veterans, transitioning service members, National Guard and Reserve personnel, military spouses, wounded warriors, and their caregivers. When you join brighthush, you become part of a purpose‑driven organization that values your unique background and offers a pathway to a rewarding civilian career.

Position Overview

The Customer Resolution Specialist I at brighthush is the frontline champion for our customers across all channels. You will own the end‑to‑end order entry process, manage order lifecycles, and act as a trusted liaison between customers and internal teams. This role is fully remote, allowing you to work from anywhere in the United States (with a few state exceptions) while delivering the high‑quality service that brighthush is known for.

Key Responsibilities

• Order Entry & Management: Receive, verify, and accurately enter customer purchase orders (POs) into the Acuity order management system; monitor orders through activation, production, and shipment.
• Customer Inquiry Intake: Serve as the primary point of contact for the entire CX organization, gathering detailed information to ensure smooth hand‑offs and preventing customers from repeating information.
• Exception Handling: Proactively identify order exceptions, holds, or delays; communicate status updates to customers and coordinate resolution with internal partners.
• Pricing Support: Provide standard target pricing when requested and collaborate with the quoting team to clarify material, pricing, or specification questions.
• Cross‑Functional Collaboration: Offer internal crossover support, act as a translator between technical, sales, and operations teams, and contribute to annual initiatives that raise service levels and team productivity.
• Documentation & Compliance: Submit RFA/Claim/CFA forms and other required documentation on behalf of customers, adhering to brighthush policies and industry regulations.
• Continuous Improvement: Identify opportunities to enhance processes, suggest system enhancements, and participate in training sessions to broaden your expertise.

Essential Functions

• Maintain a customer‑first mindset, ensuring expectations are not only met but exceeded.
• Utilize strong analytical skills to diagnose issues quickly and recommend effective solutions.
• Communicate clearly and professionally—both written and verbally—with customers, peers, and leadership.
• Balance independent work with collaborative teamwork, contributing to an inclusive and supportive remote culture.
• Travel up to 20% of the time for occasional on‑site training, customer visits, or team events (as needed).

Qualifications – What You Bring to the Table

Minimum Requirements (Essential)

• Education: Associate’s degree, technical degree, or equivalent work experience.
• Experience: At least 1 year of relevant experience in customer service, order management, or a related field.
• Communication: Excellent written and verbal communication skills; ability to convey complex information in a clear, concise manner.
• Technical Proficiency: Strong command of Microsoft Office suite; quick learner of new software tools, especially order management platforms.
• Problem‑Solving: Demonstrated analytical ability to identify critical situations, assess options, and act decisively.
• Team Orientation: Proven ability to work both independently and as part of a remote team, fostering an inclusive environment.
• Customer Focus: Assertive yet empathetic approach to driving actions that create superior service experiences.

Preferred Qualifications (Nice to Have)

• Bachelor’s degree in Business, Supply Chain, or a related discipline.
• Experience with Acuity or similar order management systems.
• Prior work supporting military‑affiliated communities or familiarity with military terminology.
• Certification in Customer Service Excellence (e.g., HDI, ITIL).
• Fluency in a second language to support diverse customer bases.

Core Skills & Competencies

• Attention to Detail: Accurate data entry and meticulous order tracking.
• Time Management: Ability to prioritize multiple tasks and meet tight deadlines.
• Interpersonal Skills: Build rapport quickly, manage expectations, and de‑escalate challenging situations.
• Adaptability: Thrive in a fast‑changing environment and embrace new technologies.
• Analytical Thinking: Use data and metrics to drive continuous improvement.
• Ethical Judgment: Maintain confidentiality and adhere to compliance standards.

Career Growth & Learning Opportunities

At brighthush, your development is a priority. As a Customer Resolution Specialist I, you will have access to:

• Structured Learning Paths: Online courses, webinars, and certifications tailored to order management, supply chain, and customer experience.
• Mentorship Programs: Pairing with senior specialists who can guide your professional journey.
• Cross‑Departmental Rotations: Opportunities to shadow teams in sales, logistics, or product development, expanding your skill set.
• Leadership Tracks: Clear pathways to roles such as Senior Resolution Specialist, Team Lead, or Operations Manager.
• Recognition & Rewards: Performance‑based bonuses, employee of the month awards, and public acknowledgment of achievements.

Compensation, Perks & Benefits

While exact figures vary based on experience and location, the salary range for this role is $37,100 – $57,200 USD. In addition to competitive pay, brighthush offers a comprehensive benefits package designed to support you and your family:

• Health, dental, and vision insurance with multiple plan options.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and holidays.
• Flexible work schedule and fully remote work environment.
• Employee Assistance Program (EAP) for mental health and wellness.
• Veteran support resources, including transition assistance and networking groups.
• Technology stipend for home office setup.
• Professional development budget for courses, certifications, and conferences.

Our Culture – The brighthush Way

We are proud of a culture that celebrates diversity, inclusion, and the unique strengths each employee brings. At brighthush you will find:

• Mission‑Driven Community: A shared commitment to serving customers and supporting military‑affiliated talent.
• Collaborative Spirit: Regular virtual coffee chats, team‑building events, and cross‑functional projects that keep remote employees connected.
• Transparency & Trust: Open communication channels with leadership, regular town halls, and clear performance metrics.
• Innovation Focus: Encouragement to suggest process improvements and experiment with new tools.
• Work‑Life Harmony: Policies that respect personal time, family responsibilities, and the unique challenges faced by veterans and their families.

How to Apply

If you are a motivated, detail‑oriented professional with a passion for delivering exceptional customer experiences—and you belong to the military‑affiliated community—brighthush wants to hear from you. Click the “Apply Now” button below, submit your resume, and tell us how your background aligns with the responsibilities and values outlined above. Our recruitment team will review your application promptly and guide you through the next steps.

Apply Now

Join the brighthush Family Today

Take the next step in your career with a company that honors your service, invests in your growth, and empowers you to make a real impact every day. At brighthush, your expertise will help shape the future of customer service while you enjoy a supportive, flexible, and rewarding work environment. We look forward to welcoming you aboard!