Customer Service Representative – Member Experience Specialist – Hybrid Work Model – Charleston, SC – Join brighthush

About brighthush

brighthush is not just a member‑owned property and casualty insurer; it’s a movement that places people at the heart of everything we do. With a mission to do what’s right for our members, we combine smart insurance solutions with a culture of empathy, transparency, and continuous learning. Our members trust us to protect what matters most to them, and we earn that trust by delivering service that feels personal, proactive, and genuinely caring. In a world where insurance can feel impersonal, brighthush stands out as a community that cares.

Why Join brighthush?

At brighthush, customer service is the pulse of our organization. As a Member Experience Specialist, you will be the first point of contact for our members, turning routine inquiries into memorable interactions that reinforce their decision to stay with us. You’ll thrive in a hybrid environment that blends in‑office collaboration with the flexibility of remote work, and you’ll join a team that values integrity, curiosity, and a “courage over comfort” mindset. If you’re passionate about making a difference, eager to grow, and ready to be part of a company that treats every member like family, this is the role for you.

Key Responsibilities

• Multi‑Channel Support: Respond promptly to member inquiries via phone, email, text, and live chat, ensuring a seamless experience across all touchpoints.
• Billing & Policy Assistance: Handle billing questions, policy changes, renewal inquiries, and guide members through our online portal with accuracy and empathy.
• Problem Solving: Use critical thinking to resolve complex issues, escalating when necessary while maintaining a positive tone.
• Data Management: Accurately update member records in our systems, ensuring data integrity and confidentiality.
• Continuous Improvement: Participate in quality assurance reviews, share feedback, and help refine processes to enhance member satisfaction.
• Team Collaboration: Attend regular 1:1s with your manager, contribute to team meetings, and support peers during peak periods.
• Professional Development: Engage in ongoing training, certifications, and learning opportunities to grow within brighthush.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 1–2 years of customer service experience in a fast‑paced environment (retail, hospitality, or call center).
• Proficiency with computers and the ability to multitask across multiple applications.
• Excellent verbal and written communication skills in English.
• Strong organizational skills with the ability to prioritize competing tasks.
• Demonstrated integrity and a customer‑first mindset.
• Availability to work a hybrid schedule: 3 days in the Charleston office, 2 days remote.
• Flexibility to work Monday‑Saturday shifts, with specific days and times determined by business needs.

Preferred Qualifications

• Experience in the insurance or financial services industry.
• Knowledge of billing systems, policy management, or online member portals.
• Proficiency in additional languages (Spanish, French, etc.).
• Previous experience with remote work tools (Zoom, Teams, Salesforce, etc.).
• Strong analytical skills and a data‑driven approach to problem solving.

Skills & Competencies

• Empathy & Active Listening: Understand member concerns and respond with genuine care.
• Critical Thinking: Analyze situations quickly and propose effective solutions.
• Adaptability: Thrive in a dynamic environment with changing priorities.
• Team Player: Collaborate with colleagues across departments to achieve shared goals.
• Time Management: Balance multiple tasks while meeting performance metrics.
• Technology Savvy: Navigate CRM systems, knowledge bases, and communication platforms with ease.

Career Growth & Learning

At brighthush, we’re committed to your professional and personal development. We offer:

• Comprehensive paid onboarding that equips you with the skills to succeed.
• Regular 1:1 coaching sessions to set goals, provide feedback, and track progress.
• Access to internal learning platforms, webinars, and industry certifications.
• Clear career pathways: from Member Experience Specialist to Senior Specialist, Team Lead, or Manager roles.
• Internal promotion policy: we prioritize internal candidates for new opportunities.

Work Environment & Culture

Our culture is built on transparency, kindness, and community. You’ll experience:

• Hybrid work model: 3 days in the Charleston office, 2 days remote.
• Flexible shift schedule: Monday‑Saturday, 5 days per week, with specific days and times assigned based on business needs.
• Standard schedule: Monday‑Friday, with up to 8 Saturdays per year.
• Company holidays: up to 3 holidays per year (excluding Thanksgiving and Christmas).
• Supportive leadership that values open communication and constructive feedback.
• Regular team events, wellness initiatives, and community impact projects.
• Inclusive environment that celebrates diversity and encourages diverse perspectives.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Starting salary: $53,000 per year.
• Immediate eligibility for overtime during peak periods.
• Monthly $500 Exceptional Performance bonus with no cap on winners.
• Bi‑annual salary reviews and potential increases.
• Commuter support: $100 per month for those commuting into the Charleston office three days or more per week.
• Full remote work equipment package: laptop, headset, and ergonomic accessories.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and paid holidays.
• Employee assistance program and wellness resources.
• Professional development stipend and tuition reimbursement.

How to Apply

Ready to join a team that values your voice, supports your growth, and delivers exceptional service to members? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.