Customer Service Representative – Remote Veteran‑Focused Multi‑State Support Specialist with Upsell & Customer Experience Excellence

About brighthush

At brighthush, we are a leading global digital business services provider dedicated to delivering innovative, customer‑centric solutions that empower some of the world’s most recognizable brands. Our mission is to simplify, accelerate, and secure everyday interactions for millions of people while fostering a culture of inclusion, growth, and community impact. With a workforce of over half a million passionate professionals speaking more than 300 languages, we leverage scale and local expertise to create meaningful, sustainable outcomes for our clients, partners, and the neighborhoods we serve.

We are especially proud to champion the talents of U.S. military‑affiliated individuals—including veterans, transitioning service members, National Guard and Reserve members, military spouses, wounded warriors, and their caregivers. brighthush believes that the discipline, leadership, and resilience honed in military service translate directly into exceptional customer service performance. If you’re ready to bring your unique perspective to a dynamic, remote team, read on.

Why This Role Matters

As a Customer Service Representative at brighthush, you will be the frontline voice that shapes every customer’s experience. You’ll field inquiries, resolve challenges, and create moments of delight across a broad spectrum of industries. Your ability to listen actively, think critically, and act decisively will directly influence customer satisfaction scores, brand loyalty, and the overall success of our client partners.

Key Responsibilities

• Respond to inbound customer inquiries via phone, email, and chat, delivering clear, courteous, and solution‑focused communication.
• Utilize innovative problem‑solving techniques to address a wide variety of questions, issues, and concerns, aiming for first‑call resolution whenever possible.
• Maintain strict confidentiality when handling sensitive customer data, adhering to privacy regulations and internal security protocols.
• De‑escalate challenging situations with calm professionalism, employing empathy and active listening to restore confidence.
• Escalate complex cases to appropriate internal teams when necessary, ensuring seamless hand‑offs and thorough documentation.
• Accurately log all interactions in the CRM system for auditing, reporting, and continuous improvement purposes.
• Provide constructive feedback on recurring call trends, suggesting process enhancements to improve overall service quality.
• Identify upsell opportunities in line with client guidelines, presenting relevant products or services in a helpful, non‑intrusive manner.
• Collaborate with cross‑functional teams—including quality assurance, training, and technical support—to resolve customer issues efficiently.
• Participate in ongoing training sessions, webinars, and coaching calls to stay current on product knowledge and best practices.

Essential Qualifications

• High school diploma or equivalent (GED). A college degree is a plus but not required.
• Minimum of six (6) months of customer service experience, preferably in a call‑center or remote environment.
• Must be at least 18 years of age.
• Typing speed of at least 25 words per minute with high accuracy.
• Proficiency with Windows‑based desktop systems and comfort navigating multiple software applications simultaneously.
• U.S. military affiliation (Veteran, Active‑Duty, National Guard/Reserve, Military Spouse, Wounded Warrior, or caregiver) is required for this targeted recruitment initiative.
• Reliable high‑speed internet connection (minimum 15 Mbps download / 10 Mbps upload) via a hard‑wired Ethernet connection; proof of speed required.
• Ability to work flexible shifts, including evenings, weekends, and holidays, to meet client coverage needs.

Preferred Qualifications & Experience

• Prior experience in sales or upselling within a customer‑facing role.
• College coursework or degree in Business, Communications, or a related field.
• Familiarity with CRM platforms such as Salesforce, Zendesk, or ServiceNow.
• Experience supporting customers across multiple U.S. states (AL, AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY).
• Certification in customer service excellence (e.g., HDI, COPC) or related industry standards.

Core Competencies for Success

• Process Excellence: Consistently follow established procedures while seeking opportunities for continuous improvement.
• Collaboration: Work seamlessly with teammates, supervisors, and support departments to resolve issues and achieve performance targets.
• Communication: Exhibit outstanding verbal and written communication, active listening, and analytical abilities.
• Organizational Skills: Demonstrate strong time‑management, multitasking, and problem‑solving capabilities.
• Emotional Intelligence: Maintain composure under pressure, prioritize tasks effectively, and adapt to evolving situations.
• Open‑Mindedness: Embrace feedback, adapt to policy changes, and thrive in a structured schedule with varied shift patterns.
• Critical Thinking: Quickly assess customer issues, identify root causes, and make informed decisions.
• Solution‑Oriented: Proactively create positive outcomes, turning challenges into opportunities for delight.

Work‑From‑Home (WFH) Environment

brighthush is committed to providing a supportive remote work experience. To ensure you have the tools needed for success, you’ll be required to meet the following technical standards:

• Dedicated workspace located near your router for a stable, hard‑wired Ethernet connection.
• Internet speed of at least 15 Mbps download and 10 Mbps upload; latency under 50 ms.
• No reliance on satellite, mobile data (5G/4G/3G hotspots), peer‑to‑peer (P2P) networks, or VPNs for primary connectivity.
• Proof of internet speed (e.g., screenshot from a speed‑test website) submitted during onboarding.
• Standard office equipment: computer (Windows OS), headset with noise‑cancelling microphone, and a webcam for occasional video check‑ins.

Compensation, Benefits & Perks

While the base hourly rate for this position is $16 per hour, brighthush offers a comprehensive benefits package designed to support your health, financial security, and personal growth:

• Paid Training: Structured onboarding and continuous skill‑development programs.
• Competitive Wages: Regular performance‑based incentives and opportunities for advancement.
• Full Benefits Suite: Medical, dental, vision coverage, and a 401(k) retirement plan with employer match.
• Paid Time Off (PTO): Vacation, sick leave, and paid holidays to maintain work‑life balance.
• Employee Wellness Programs: Access to mental‑health resources, virtual fitness classes, and wellness challenges.
• Recognition & Rewards: Employee of the Month awards, peer‑to‑peer recognition, and milestone bonuses.
• Career Development: Tuition reimbursement, certification sponsorship, and internal mobility pathways.
• Community Impact: Volunteer days and charitable giving programs that align with the values of military service and community support.

Culture & Values at brighthush

Our culture is built on four foundational pillars:

• Integrity: We act with honesty, transparency, and respect in every interaction.
• Innovation: We encourage creative thinking and embrace technology that enhances the customer journey.
• Inclusion: Diversity of background, experience, and perspective fuels our success; we celebrate the unique contributions of every team member.
• Impact: We strive to make a positive difference for our clients, employees, and the broader community, especially the military families we serve.

At brighthush, remote employees are fully integrated into the company fabric. Regular virtual town halls, team‑building activities, and mentorship programs ensure you feel connected, supported, and recognized for your achievements.

Career Growth & Learning Opportunities

Starting as a Customer Service Representative opens multiple pathways within brighthush:

• Team Lead / Supervisor: Lead a group of agents, coach performance, and drive quality initiatives.
• Quality Assurance Analyst: Evaluate interactions, develop best‑practice guidelines, and influence training curricula.
• Operations Specialist: Focus on workforce planning, scheduling, and process optimization.
• Account Management: Transition to client‑facing roles, managing relationships and service delivery for key accounts.
• Corporate Training & Development: Design and deliver learning modules for new hires and seasoned agents.
• Strategic Roles: Move into data analytics, product development, or senior leadership positions as you gain experience and demonstrate impact.

Our internal learning portal offers hundreds of courses, from soft‑skill mastery to advanced technical certifications, all available at no cost to you.

Application Process

Ready to bring your military‑honed skills to a rewarding remote role? Follow these steps:

1. Click the Apply To This Job button.
2. Complete the short online questionnaire confirming your eligibility and providing your resume.
3. Submit proof of internet speed and a brief video introduction (optional but recommended).
4. Participate in a virtual interview with a hiring manager and a peer mentor.
5. Receive a formal offer, onboarding schedule, and equipment shipment to your home office.

Our recruitment team is dedicated to a swift, transparent process. If you have any questions, please reach out to our talent acquisition specialists via the contact information provided on the application portal.

Join brighthush – Make an Impact Every Day

At brighthush, you’ll be part of a purpose‑driven organization that values your service background, invests in your professional growth, and empowers you to deliver exceptional experiences to customers across the nation. Your dedication, empathy, and problem‑solving abilities will not only help our clients succeed but also reinforce the legacy of excellence that military service instills.

Take the next step in your career journey. Apply today and become a vital voice in the brighthush family.