Customer Service Representative – Remote Client Experience Champion for brighthush’s Sparkling Wine Portfolio

About brighthush

At brighthush, we are driven by an unwavering Passion for People. As a leading provider of premium sparkling wine experiences, we bring together a vibrant community of clients, their customers, dedicated colleagues, and non‑profit partners. Our mission is simple yet powerful: to create meaningful connections that enrich lives and celebrate moments. Every interaction, every relationship, and every shared toast matters. This philosophy is woven into the fabric of our culture and fuels our commitment to excellence, innovation, and social impact.

Why This Role Matters

Our Remote Sparkling Wine Advisors are the front‑line ambassadors of the brighthush brand. As a Customer Service Representative, you will be the trusted voice that guides our clients through delightful experiences, resolves challenges with empathy, and ensures that every sip of our sparkling wine is accompanied by world‑class service. Your work directly influences client satisfaction, brand loyalty, and the overall success of brighthush’s growth strategy.

Role Overview

We are seeking a highly motivated, personable, and tech‑savvy individual to join our remote team. In this role, you will provide comprehensive support to clients via phone and multiple communication channels, troubleshoot issues, and proactively engage with customers to anticipate their needs. You will thrive in a fast‑paced environment where adaptability, problem‑solving, and a genuine love for people are essential.

Key Responsibilities

• Answer inbound client calls with a warm, professional demeanor, delivering prompt and accurate information.
• Initiate outbound outreach to follow up on open tickets, gather feedback, and ensure issues are fully resolved.
• Navigate and respond to client inquiries across phone, email, live chat, and social media platforms, seamlessly transitioning between channels as needed.
• Diagnose and troubleshoot technical, order‑related, and product‑specific issues, escalating complex cases to senior specialists when appropriate.
• Maintain detailed, organized records of all client interactions in brighthush’s CRM system, ensuring data integrity and compliance with privacy standards.
• Collaborate with cross‑functional teams—including Sales, Marketing, Logistics, and Product Development—to relay client insights and contribute to continuous improvement initiatives.
• Identify opportunities for upselling or cross‑selling brighthush’s premium sparkling wine offerings, aligning recommendations with client preferences.
• Participate in regular training sessions, role‑plays, and knowledge‑sharing forums to stay current on product updates, industry trends, and best‑practice customer service techniques.
• Champion brighthush’s values by embodying a “people‑first” mindset, fostering a positive, inclusive, and collaborative remote work culture.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree in Business, Communications, Hospitality, or related field is a plus.
• Minimum of 2 years of experience in a customer‑facing role, preferably in hospitality, beverage, or e‑commerce environments.
• Exceptional verbal communication skills with a clear, friendly, and confident phone presence.
• Proven ability to manage multiple communication channels simultaneously while maintaining high service standards.
• Strong problem‑solving abilities; comfortable diagnosing issues and guiding customers to effective resolutions.
• Tech‑savvy: proficient with CRM platforms (e.g., Salesforce, HubSpot), ticketing systems, and basic troubleshooting tools.
• Self‑motivated and disciplined, with a track record of thriving in remote work settings.
• Demonstrated empathy, patience, and a genuine desire to help people.

Preferred Qualifications

• Experience in the wine, spirits, or broader beverage industry.
• Familiarity with brighthush’s product line and the nuances of sparkling wine tasting notes.
• Certification in customer service excellence (e.g., HDI, COPC).
• Multilingual abilities, especially in Spanish, French, or Italian, to support a diverse client base.
• Background in sales support or account management, with a focus on relationship building.

Core Skills & Competencies

• Communication: Articulate, persuasive, and attentive listening skills.
• Adaptability: Ability to pivot quickly between tasks, channels, and client needs.
• Emotional Intelligence: Recognize and respond to client emotions, de‑escalate tense situations, and build trust.
• Organizational Excellence: Prioritize workload, manage time efficiently, and keep meticulous records.
• Technical Proficiency: Comfortable navigating digital tools, troubleshooting basic technical issues, and learning new software rapidly.
• Team Collaboration: Work cohesively with remote teammates, share knowledge, and contribute to a supportive culture.
• Product Passion: Genuine enthusiasm for sparkling wine, with a willingness to continuously expand product knowledge.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Service Representative, you will have access to a robust learning ecosystem that includes:

• Structured Onboarding: A comprehensive 4‑week program covering brighthush’s brand story, product portfolio, CRM mastery, and communication best practices.
• Continuous Training: Monthly webinars on advanced troubleshooting, upselling techniques, and industry trends.
• Mentorship Program: Pairing with senior advisors who provide guidance, feedback, and career coaching.
• Certification Support: Funding for relevant certifications (e.g., Certified Customer Service Professional) to enhance your credentials.
• Career Pathways: Clear advancement routes to Senior Advisor, Team Lead, Operations Manager, or specialized roles in Sales Enablement, Product Education, or Client Success.
• Cross‑Functional Exposure: Opportunities to collaborate on product launches, marketing campaigns, and community outreach initiatives, broadening your skill set beyond traditional support.

Work Environment & Culture at brighthush

Our remote workforce is united by a shared purpose and a vibrant culture that celebrates diversity, creativity, and community impact. Here’s what you can expect:

• Flexibility: Choose a schedule that aligns with your lifestyle while meeting core coverage hours.
• Inclusive Community: Regular virtual coffee chats, team‑building games, and cultural celebrations that foster connection.
• Social Impact: brighthush partners with non‑profit organizations; employees can volunteer virtually and contribute to charitable wine‑related initiatives.
• Recognition Programs: Monthly “People Champion” awards, peer‑nominated accolades, and performance bonuses that celebrate outstanding service.
• Well‑Being Resources: Access to mental‑health platforms, ergonomic home‑office stipends, and wellness challenges.

Compensation, Perks & Benefits

While exact figures vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary aligned with industry standards for remote customer service roles.
• Performance‑based incentives and quarterly bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching contributions.
• Generous paid time off (PTO) and holiday schedule.
• Annual stipend for professional development, conferences, or certifications.
• Employee discount on brighthush’s sparkling wine selections and exclusive tasting events.
• Home‑office equipment allowance to create an ergonomic workspace.

How to Apply

If you are passionate about delivering unforgettable customer experiences, love sparkling wine, and thrive in a remote, people‑centric environment, we want to hear from you. Join brighthush and become part of a team that truly values connection, growth, and the joy of celebration.

Take the next step in your career today—apply now and start making a difference with brighthush!