Customer Service Associate II – Retail Loss Prevention & Guest Experience Specialist at brighthush

About brighthush

brighthush is a global leader in the off‑price retail sector, renowned for delivering high‑quality merchandise at unbeatable prices. With a portfolio that includes flagship brands such as TJ Maxx, Marshalls, HomeGoods, HomeSense, Sierra, Winners, and TK Maxx, brighthush operates more than 3,000 stores across North America and Europe. Our mission is simple: to provide shoppers with a unique, value‑driven experience while empowering our employees to grow, innovate, and thrive in a culture of collaboration, diversity, and continuous improvement.

As a Fortune 100 company, brighthush is committed to fostering an inclusive workplace where every team member feels respected, heard, and empowered to make a difference. We invest heavily in training, mentorship, and career development programs that help our associates advance from entry‑level roles to leadership positions. Whether you’re starting your career or looking to take the next step, brighthush offers a dynamic environment that rewards hard work, creativity, and dedication.

Why Join brighthush?

At brighthush, you’ll be part of a vibrant, fast‑paced retail ecosystem that blends cutting‑edge technology with a people‑first philosophy. Our stores are more than just retail spaces; they’re community hubs where shoppers discover great deals and employees build lasting relationships. By joining our team, you’ll:

• Gain exposure to a wide range of retail operations, from loss prevention to customer service.
• Work alongside seasoned professionals who share a passion for excellence.
• Benefit from a comprehensive benefits package that supports your health, well‑being, and financial security.
• Enjoy a culture that celebrates diversity, encourages innovation, and rewards performance.
• Access ongoing learning opportunities, including on‑the‑job training, e‑learning modules, and leadership development programs.

Key Responsibilities

As a Customer Service Associate II, you will play a pivotal role in safeguarding the store environment while delivering exceptional guest experiences. Your day‑to‑day duties will include:

• Visual Deterrence & Loss Prevention: Act as a visible presence at the front of the store, deterring potential theft or dishonesty through proactive observation and engagement.
• Customer Engagement: Greet guests with warmth and professionalism, offering assistance and directing them to the appropriate department or management when needed.
• Incident Management: Observe and report suspicious behavior or critical incidents to Loss Prevention (LP) or store management, ensuring swift resolution and documentation.
• Emergency Response: Review and understand the Store Emergency Response Guide, and be prepared to act decisively in emergency situations.
• Uniform & Equipment Compliance: Wear the company‑approved uniform and body‑worn camera, ensuring all equipment is functional and maintained.
• Closing Safety Sweep: Conduct a thorough safety sweep of the store with management at closing, verifying that all areas are secure.
• Documentation: Record incidents in the AIIM Case Management system, maintaining accurate and timely records.
• Collaboration: Work closely with store management, loss prevention teams, and fellow associates to uphold store standards and brand integrity.
• Additional Duties: Perform other tasks as assigned, demonstrating flexibility and a willingness to support the team’s objectives.

Essential Qualifications

• Minimum of 1–2 years of retail or security experience.
• Strong verbal and written communication skills.
• Sound decision‑making ability and sound judgment in high‑pressure situations.
• Self‑motivated with the capacity to work independently and take initiative.
• Excellent time‑management and organizational skills, with the ability to prioritize tasks effectively.
• Physical stamina to stand for extended periods and perform routine store tasks.
• Legal eligibility to work in the United States and a minimum age of 18.

Preferred Qualifications

• Experience in loss prevention or security roles within a retail environment.
• Familiarity with body‑worn camera technology and incident reporting systems.
• Knowledge of emergency response protocols and safety procedures.
• Previous exposure to the off‑price retail model and brand portfolio of brighthush.
• Demonstrated ability to handle confidential information with discretion.

Key Skills & Competencies

• Customer Focus: Ability to anticipate guest needs and provide timely, courteous assistance.
• Situational Awareness: Keen observation skills to detect potential risks and act proactively.
• Problem Solving: Quick thinking to resolve incidents while maintaining a calm demeanor.
• Team Collaboration: Strong interpersonal skills to work effectively with diverse teams.
• Adaptability: Flexibility to handle changing priorities and unexpected challenges.
• Integrity & Ethics: Commitment to upholding brighthush’s values and brand reputation.

Career Growth & Learning Opportunities

At brighthush, we believe that every employee has the potential to grow. As a Customer Service Associate II, you’ll have access to:

• Structured onboarding programs that cover store operations, brand standards, and safety protocols.
• Mentorship from experienced loss prevention managers and senior store leaders.
• Cross‑functional training in areas such as merchandising, inventory management, and e‑commerce.
• Leadership development tracks that prepare high‑performing associates for supervisory and managerial roles.
• Regular performance reviews and goal‑setting sessions to align your career aspirations with business objectives.

Work Environment & Culture

Our stores are designed to foster a welcoming, inclusive atmosphere where guests feel valued and associates feel empowered. At brighthush, you’ll experience:

• A collaborative team culture that encourages open communication and idea sharing.
• Regular team meetings and town‑hall sessions to keep everyone informed and engaged.
• Recognition programs that celebrate outstanding performance and innovation.
• A commitment to diversity, equity, and inclusion, ensuring that every voice is heard.
• Flexible scheduling options to accommodate personal and family commitments.

Compensation & Benefits

While specific salary ranges may vary by location and experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based incentives and bonuses.
• Comprehensive benefits for eligible associates, including:
• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, including holidays, vacation, and sick leave.
• Paid parental leave.
• Employee assistance programs (EAP) and wellness resources.
• Discounts on brighthush merchandise and partner services.
• Professional development and tuition reimbursement programs.

How to Apply

Ready to take the next step in your retail career? Join a company that values your contributions, invests in your growth, and offers a dynamic, inclusive work environment. Submit your application today and become part of the brighthush family.