Customer Support Representative II – Remote Service Coordination & Client Success Specialist at brighthush

Why Join brighthush?

At brighthush, we are redefining the home appliance experience by putting the consumer at the heart of every innovation. As a global leader in manufacturing high‑quality, energy‑efficient appliances, brighthush blends cutting‑edge technology with timeless design to make everyday life easier and more enjoyable. Our commitment to employee growth, inclusive culture, and sustainable practices creates a workplace where talent thrives and ideas flourish. If you are passionate about delivering exceptional service, solving problems in real time, and being part of a forward‑thinking team, brighthush is the place where your career can truly shine.

Position Overview

We are seeking a motivated and detail‑oriented Customer Support Representative II to join our remote service team. In this role, you will be the first point of contact for customers across the United States, handling inbound calls, email inquiries, and service scheduling with professionalism and empathy. You will leverage brighthush’s proprietary software suite and CRM tools to troubleshoot issues, coordinate appointments, and ensure every interaction reflects our brand promise of reliability and excellence.

Key Responsibilities

• Answer inbound customer calls promptly, providing accurate information and resolving inquiries within established service level agreements.
• Respond to customer emails with clear, courteous, and solution‑focused communication.
• Schedule installation, repair, and maintenance appointments, coordinating with field technicians and logistics teams to optimize routing and availability.
• Utilize brighthush’s CRM and brighthush software to document interactions, update case statuses, and track resolution metrics.
• Diagnose common appliance issues remotely, guiding customers through basic troubleshooting steps before escalating to technical specialists.
• Maintain a typing speed of at least 45 words per minute while ensuring data entry accuracy.
• Prioritize tasks effectively, balancing high‑volume call periods with administrative duties such as data entry, follow‑up emails, and reporting.
• Collaborate with cross‑functional teams—including sales, warranty, and product development—to relay customer feedback and identify opportunities for service improvement.
• Participate in ongoing training sessions to stay current on product knowledge, software updates, and best practices in customer service.

Essential Qualifications

• Associate degree or equivalent post‑secondary education (preferred but not mandatory).
• 0–2 years of experience in an office environment or call‑center setting, demonstrating a solid foundation in customer interaction.
• Proficiency with Microsoft Office suite: Outlook, Word, and Internet Explorer (or modern equivalents).
• Demonstrated ability to type at least 45 words per minute with high accuracy.
• Strong written and verbal communication skills, with the ability to convey technical information in plain language.
• Excellent troubleshooting aptitude and a methodical approach to problem solving.
• Effective time‑management skills, capable of handling multiple tasks simultaneously while maintaining quality.
• Fluency in English (both spoken and written).

Preferred Qualifications

• Experience using CRM platforms (e.g., Salesforce, Zendesk) and familiarity with brighthush’s proprietary software.
• Previous remote work experience, demonstrating self‑discipline and a reliable home office setup.
• Customer service certifications such as HDI Customer Service Representative (HDI‑CSR) or similar.
• Knowledge of home appliance products, warranty policies, and service processes.
• Basic understanding of Windows 7 or newer operating systems.

Skills & Tools

• Software: brighthush software, CRM platforms, Microsoft Outlook, Microsoft Word, Internet Explorer (or modern browsers), Microsoft Windows 7/10/11.
• Technical: Typing speed ≥45 WPM, data entry accuracy, basic troubleshooting of appliance issues.
• Interpersonal: Active listening, empathy, conflict resolution, clear articulation of solutions.
• Organizational: Prioritization, multitasking, documentation, and follow‑up.

Work Environment & Culture at brighthush

brighthush embraces a flexible, remote‑first work model that empowers employees to thrive from any location within the United States. Our culture is built on three pillars:

• Collaboration: Even though you’ll be working from home, you’ll be part of a vibrant, supportive network of teammates who share knowledge through daily huddles, virtual coffee chats, and collaborative platforms.
• Innovation: We encourage every associate to bring fresh ideas to the table. Your frontline insights will directly influence product enhancements and service strategies.
• Growth: Continuous learning is a core value. brighthush offers tuition reimbursement, certification sponsorships, and internal mobility programs to help you advance your career.

Compensation, Perks & Benefits

• Competitive base salary commensurate with experience.
• 401(k) plan with company matching to help you build a secure financial future.
• Generous paid time off (PTO) and paid holidays to maintain work‑life balance.
• Comprehensive health, dental, and vision insurance plans.
• Employee assistance program (EAP) for personal and professional support.
• Remote work stipend covering home office equipment, internet, and ergonomic accessories.
• Access to brighthush’s employee wellness portal, including fitness challenges and mental‑health resources.

Career Development & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Customer Support Representative II, you will have clear pathways to advance into senior support roles, team lead positions, or specialized functions such as Quality Assurance, Training, or Product Management. We provide:

• Structured onboarding with a dedicated mentor for the first 90 days.
• Monthly skill‑building workshops covering advanced CRM techniques, communication excellence, and technical product knowledge.
• Quarterly performance reviews that include personalized development plans.
• Opportunities to participate in cross‑departmental projects, giving you exposure to broader business operations.

How to Apply

If you are ready to deliver world‑class service, grow your expertise, and become an integral part of brighthush’s mission to delight customers, we want to hear from you. Click the link below to submit your application, resume, and a brief cover letter highlighting why you are the perfect fit for this role.

Join the brighthush Family Today!

At brighthush, every interaction matters, and every employee is valued. We look forward to welcoming a passionate, customer‑focused professional who is eager to make a difference. Take the next step in your career journey—apply now and help us illuminate the future of home living.