Customer Retention & Cancellation Specialist – Expert Negotiator & Relationship Builder for a Nationwide Auto Glass Service Leader

About brighthush

brighthush is a trailblazing auto‑glass company that has rapidly expanded across more than 100 cities in the United States. By marrying cutting‑edge technology with a relentless focus on customer experience, we make scheduling auto‑glass replacement and repair simple, fast, and convenient for every driver. Our mission is to protect the safety and confidence of our customers while delivering world‑class service that sets the industry standard.

Why brighthush?

• Remote‑First Culture – Work from anywhere in the country with a fully supported home‑office setup.
• Growth‑Oriented Environment – We invest heavily in training, mentorship, and career advancement for every team member.
• Competitive Compensation – Base salary plus performance‑based incentives that reward your impact.
• Impactful Work – Your conversations directly influence customer satisfaction, retention, and brand loyalty.
• Recognition & Rewards – Outstanding performers receive public recognition, bonuses, and opportunities to shape company strategy.

Position Overview

As a Customer Retention & Cancellation Specialist at brighthush, you will be the frontline guardian of our customer relationships. Your primary mission is to engage customers who are considering canceling their scheduled auto‑glass service, uncover the root cause of their hesitation, and transform potential cancellations into completed, satisfied orders. This role is far from a traditional call‑center position; it blends sales acumen, empathy, problem‑solving, and data‑driven insights to protect and grow our customer base.

Key Responsibilities

• Initiate proactive outreach to customers requesting cancellations, using a consultative approach to understand their concerns.
• Employ active listening and diagnostic questioning to identify the true reason behind each cancellation request.
• Present tailored solutions, alternative scheduling options, or service upgrades that address the customer’s pain points.
• Handle objections with confidence, professionalism, and a calm demeanor, turning frustration into trust.
• Collaborate closely with Dispatch, Customer Service, and Operations teams to resolve logistical or service‑related issues.
• Document every interaction, cancellation reason, retention attempt, and outcome accurately within the CRM.
• Analyze cancellation trends, flag recurring issues, and communicate actionable insights to management.
• Follow up with customers when additional information or action is required, ensuring a seamless resolution.
• Maintain a high level of service quality, even when a cancellation cannot be reversed, by delivering a positive customer experience.
• Meet or exceed individual and team KPIs related to retention rates, follow‑up completion, and customer satisfaction scores.
• Adhere to brighthush policies while exercising sound judgment to resolve customer concerns efficiently.
• Take full ownership of each case from initial contact through final resolution, ensuring no detail is overlooked.

Essential Qualifications

• Minimum of 2 years’ experience in Customer Service, Customer Retention, Sales, Collections, or a high‑volume call‑center environment.
• Fluent in English, both spoken and written, with exceptional verbal communication skills.
• Proven ability to handle objections, negotiate, and close conversations that involve high emotional stakes.
• Strong active listening skills and the capacity to quickly identify underlying customer concerns.
• Experience using CRM systems, call‑center software, or sales platforms (e.g., Salesforce, Zendesk, HubSpot).
• Excellent problem‑solving, decision‑making, and analytical abilities.
• High level of professionalism and composure when dealing with frustrated or dissatisfied customers.
• Strong organizational skills, with meticulous attention to detail in documentation and follow‑up.
• Results‑driven mindset, self‑motivated, and accountable for meeting or exceeding performance targets.
• Ability to thrive in a fast‑paced, dynamic environment with shifting priorities.
• Experience collaborating with cross‑functional teams to resolve complex customer issues.

Preferred Qualifications

• Background in the automotive or service‑industry sector.
• Experience in a remote or distributed team setting.
• Knowledge of data analytics tools or experience turning data into actionable insights.
• Multilingual capabilities beyond English.

Core Skills & Competencies

• Customer‑Centric Mindset – Always prioritize the customer’s best interest while aligning with business goals.
• Persuasive Communication – Articulate value propositions clearly and convincingly.
• Negotiation & Conflict Resolution – Turn objections into opportunities for mutual benefit.
• Empathy & Emotional Intelligence – Read customer emotions and respond with genuine care.
• Data‑Driven Decision Making – Use metrics and trends to inform retention strategies.
• Adaptability & Resilience – Stay composed under pressure and pivot quickly when circumstances change.
• Team Collaboration – Work seamlessly with Dispatch, Service, and Customer Success teams.
• Technology Proficiency – Comfortable navigating CRM, call‑center, and productivity tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is not limited to a single role. We offer:

• Structured mentorship programs that pair you with senior leaders.
• Regular training sessions on advanced sales techniques, customer psychology, and industry best practices.
• Clear promotion paths to Senior Retention Specialist, Team Lead, or Managerial roles.
• Cross‑departmental projects that broaden your skill set and visibility.
• Access to industry conferences, webinars, and certifications at no cost.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote teams enjoy:

• Weekly virtual town halls where leadership shares updates and celebrates wins.
• Open‑door communication channels for ideas, feedback, and continuous improvement.
• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building events, from trivia nights to wellness challenges.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation, Perks, & Benefits

While specific figures vary by role and experience, brighthush offers:

• Competitive base salary commensurate with industry standards.
• Performance‑based incentives that reward your impact on retention and customer satisfaction.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to help secure your financial future.
• Unlimited paid time off (PTO) and a generous parental leave policy.
• Home‑office stipend to ensure you have the best tools for success.
• Employee stock‑option plan, allowing you to share in the company’s growth.
• Wellness programs, including virtual fitness classes and mental‑health resources.

How to Apply

If you are a proactive, customer‑focused professional with a passion for turning challenges into opportunities, we want to hear from you. Join brighthush and become a pivotal part of a company that values your expertise, rewards your results, and offers a platform for continuous growth.

Ready to make a difference? Apply now and help us keep drivers safe and satisfied across the nation.