Customer Retention Specialist – Remote Call Center Expert for High‑Volume Client Engagement & Relationship Management

About brighthush

At brighthush, we are redefining the pet‑care landscape by delivering innovative, mission‑driven solutions that improve the lives of pets and their families. Our portfolio of beloved brands—formerly known as Dog Academy, US Service Animals, and Healthy Canine—has earned a reputation for quality, compassion, and cutting‑edge technology. As a rapidly growing leader in the information‑technology‑enabled pet industry, brighthush combines data‑driven insights with heartfelt service to create experiences that keep pets healthy, happy, and thriving. We are proud of our collaborative culture, our commitment to employee growth, and our dedication to making a positive impact on the world—one wagging tail at a time.

Why This Role Matters

Customer loyalty is the lifeblood of any thriving business, especially in a sector where trust and empathy are paramount. As a Customer Retention Specialist at brighthush, you will be the frontline guardian of our relationships, turning potential cancellations into renewed partnerships. Your expertise in negotiation, de‑escalation, and solution‑selling will directly influence our brand reputation, revenue stability, and the overall satisfaction of pet owners who rely on our products and services.

Key Responsibilities

Proactive Retention Outreach

• Answer inbound cancellation calls with empathy, professionalism, and a clear focus on understanding the customer’s underlying concerns.
• Initiate outbound outreach to at‑risk accounts identified through CRM analytics, ensuring timely intervention before churn occurs.
• Maintain a high call volume—averaging 60–80 calls per shift—while preserving a personalized, solution‑focused approach.

Customer Needs Identification & Solution Presentation

• Ask targeted, open‑ended questions to uncover the root causes of dissatisfaction, whether they relate to product performance, pricing, or service experience.
• Leverage brighthush’s suite of pet‑care solutions to match each customer’s unique situation with the most appropriate product, subscription tier, or support option.
• Present compelling value propositions, including limited‑time promotions, loyalty rewards, and customized care plans that address the specific pain points identified.

Negotiation & De‑Escalation

• Utilize proven negotiation techniques to secure win‑win outcomes that preserve revenue while delivering genuine value to the customer.
• Apply de‑escalation strategies to calm frustrated callers, turning negative experiences into opportunities for brand advocacy.
• Document each interaction thoroughly in the CRM, noting the resolution path, any concessions offered, and follow‑up actions required.

Collaboration & Continuous Improvement

• Partner with the Customer Success, Product, and Marketing teams to relay recurring themes, product gaps, or service bottlenecks uncovered during calls.
• Participate in weekly coaching sessions, role‑play scenarios, and performance reviews to refine communication skills and stay current on product updates.
• Contribute ideas for process enhancements, script refinements, and automation opportunities that improve efficiency and customer satisfaction.

Essential Qualifications

• Phone‑Based Experience: Minimum 1‑2 years of experience in a call‑center, inbound/outbound sales, or customer retention environment.
• Negotiation & De‑Escalation Skills: Demonstrated ability to turn objections into agreements and calm upset callers with confidence.
• High Call Volume Management: Proven track record of handling 60+ calls per shift while maintaining quality metrics (e.g., CSAT, AHT, first‑call resolution).
• Technical Readiness: Reliable high‑speed internet connection (minimum 25 Mbps download/upload), a quiet, distraction‑free workspace, and a headset that meets professional standards.
• Schedule Flexibility: Availability to work 40 hours per week within the 7 AM – 11 PM CST window, including occasional evenings or weekends as business needs dictate.
• Language Proficiency: Fluent written and spoken English with clear articulation and active listening abilities.

Preferred Qualifications & Nice‑to‑Haves

• Experience with CRM platforms (e.g., Salesforce, HubSpot, Zendesk) and a comfort level navigating multiple screens simultaneously.
• Background in the pet‑care, veterinary, or consumer‑goods industries, providing an innate understanding of pet owners’ motivations.
• Certification or training in conflict resolution, sales psychology, or customer experience management.
• Familiarity with remote‑work best practices, including self‑discipline, time‑management, and virtual collaboration tools (Slack, Zoom, Asana).

Core Skills & Competencies

• Active Listening: Ability to hear beyond words, detect emotional cues, and respond with empathy.
• Solution‑Oriented Mindset: Focus on matching customer needs with brighthush’s product portfolio rather than simply following a script.
• Data‑Driven Decision Making: Use CRM analytics to prioritize outreach and measure the impact of retention strategies.
• Communication Excellence: Clear, concise, and persuasive verbal communication, complemented by accurate written documentation.
• Resilience & Adaptability: Thrive in a fast‑paced environment, handling rejection gracefully and bouncing back quickly.
• Tech Savvy: Comfortable with cloud‑based software, multi‑tasking, and troubleshooting basic technical issues (e.g., headset connectivity).

Career Growth & Learning Opportunities

brighthush is committed to nurturing talent from within. As a Customer Retention Specialist, you will have clear pathways to advance your career, including:

• Senior Retention Analyst: Lead a team of specialists, design retention campaigns, and influence strategic decisions.
• Customer Success Manager: Transition to a broader role overseeing the entire customer lifecycle, from onboarding to renewal.
• Product Insight Specialist: Work closely with product development, feeding real‑world feedback into new feature creation.
• Training & Coaching Lead: Share your expertise by mentoring new hires and developing best‑practice curricula.

In addition to formal promotion tracks, brighthush offers a robust learning ecosystem: quarterly workshops, access to industry‑leading certifications, a stipend for books or online courses, and a mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture at brighthush

Our remote‑first philosophy means you can work from anywhere in the United States while staying connected to a vibrant, inclusive community. We foster a culture built on:

• Purpose‑Driven Impact: Every interaction you have directly contributes to the well‑being of pets and the peace of mind of their owners.
• Collaboration: Regular virtual coffee chats, cross‑functional brainstorming sessions, and an open‑door policy with leadership.
• Recognition: Monthly “Customer Hero” awards, peer‑nominated shout‑outs, and performance bonuses tied to retention metrics.
• Diversity & Inclusion: A commitment to building a workforce that reflects the varied backgrounds of our customers, with employee resource groups and inclusive policies.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and mental‑health resources to ensure you stay refreshed and motivated.

Compensation, Perks & Benefits

• Competitive Salary: $31,200 – $33,280 USD per year, commensurate with experience and performance.
• 401(k) Matching: Company contribution to help you build a secure financial future.
• Generous Paid Time Off: Vacation, sick days, and personal holidays to recharge.
• Retirement Plan: Additional savings options beyond the 401(k) match.
• Health & Wellness: Medical, dental, and vision coverage, plus a wellness stipend for fitness or mental‑health activities.
• Pet Perks: Discounts on brighthush’s pet‑care products, free pet‑care webinars, and a “Pet of the Month” showcase.
• Technology Stipend: Monthly allowance for home‑office equipment, high‑speed internet, or ergonomic accessories.
• Continuous Learning: Access to online learning platforms (LinkedIn Learning, Coursera) and a yearly education budget.

How to Apply

If you are passionate about building lasting relationships, love solving problems on the fly, and want to be part of a purpose‑driven team that puts pets and their families first, we want to hear from you. Click the link below to submit your resume, cover letter, and any relevant certifications. Our recruiting team will review your application promptly and reach out to schedule a conversation.

Apply To This Job

Join brighthush Today

At brighthush, you’ll do more than answer calls—you’ll become a trusted advisor, a problem‑solving champion, and a vital part of a mission that makes a real difference in the lives of pets everywhere. Take the next step in your career and help us keep tails wagging and hearts happy. Apply now and start your journey with brighthush!