Dynamic Associate Customer Experience Specialist – Elevate Customer Delight, Drive Sales Excellence, and Champion Pet Health Solutions at brighthush

About brighthush

brighthush is a worldwide leader in animal health, dedicated to improving the lives of pets, livestock, and the people who care for them. With a footprint in more than 100 countries, we combine cutting‑edge science, innovative technology, and a deep compassion for animals to create products and services that protect, heal, and enhance well‑being across the globe. Our mission is simple yet powerful: to be the trusted partner for every animal owner, veterinarian, and distributor who seeks reliable, effective health solutions. At the heart of this mission lies an unwavering commitment to exceptional customer experiences—because we know that delighted customers become lifelong advocates for animal health.

Why Join brighthush?

Choosing a career with brighthush means stepping into a vibrant ecosystem where collaboration, continuous learning, and bold innovation are not just buzzwords—they’re daily realities. Our people enjoy:

• Competitive Compensation: Base pay that reflects your expertise, location, and performance, with clear pathways for merit‑based increases.
• Comprehensive Benefits Suite: Health, dental, vision, life, and disability coverage that starts on day one, plus a 401(k) plan with generous company match and profit‑sharing.
• Generous Time Off: Four weeks of paid vacation, paid holidays, and sick leave to recharge and spend quality time with loved ones—including your own pets.
• Professional Development: Access to mentorship programs, cross‑functional projects, leadership workshops, and tuition reimbursement for relevant courses.
• Inclusive Culture: A workplace where every voice is heard, diversity is celebrated, and ideas are welcomed from every corner of the organization.
• Employee Perks: Discounts on brighthush products, wellness resources, employee assistance programs, and flexible scheduling options.

Key Responsibilities

As an Associate Customer Experience Specialist, you will serve as the front‑line ambassador for brighthush, ensuring every interaction leaves a lasting positive impression. Your day‑to‑day duties will include:

• Delivering Delight: Provide first‑line support across phone, live chat, email, and in‑person channels, turning routine inquiries into memorable experiences.
• Multi‑Tasking Mastery: Juggle a high volume of inbound and outbound contacts while maintaining meticulous attention to detail and a calm, solution‑focused demeanor.
• Order & Billing Excellence: Accurately process orders, manage billing inquiries, and resolve payment issues using SAP and other ERP tools, ensuring timely and error‑free fulfillment.
• Upsell & Cross‑Sell: Identify natural opportunities to enhance customer value through targeted upselling and cross‑selling, leveraging deep product knowledge and persuasive communication.
• Issue Resolution: Diagnose and resolve complex billing, payment, and product questions, collaborating with Credit & Collections, Operations, and other internal teams for swift solutions.
• Technical Support: Guide customers through online platform navigation, registration, and troubleshooting, escalating technical issues when necessary.
• Program Advocacy: Educate customers on brighthush’s rewards, rebates, and loyalty programs, ensuring they understand and maximize available benefits.
• Data Integrity: Document every interaction in the customer relationship management (CRM) system, maintaining accurate records that fuel continuous improvement initiatives.
• Team Collaboration: Participate in sales challenges, departmental meetings, and cross‑functional projects to drive collective success and share best practices.
• Compliance & Quality Assurance: Adhere to brighthush’s policies, PCI standards, and quality guidelines, guaranteeing that each interaction meets the highest standards of professionalism and security.

Day‑In‑The‑Life Snapshot

Imagine starting your shift with a quick huddle where the team celebrates yesterday’s wins and outlines the day’s priorities. You then dive into a balanced mix of live calls, chat sessions, and email responses, each handled with empathy and efficiency. Mid‑day, you join a brief training module on a new product launch, then apply that knowledge to guide a customer through a complex order. The day ends with a collaborative debrief, where you share insights that help refine processes and improve the overall customer journey.

Essential Qualifications

• High school diploma required; associate or bachelor’s degree highly preferred.
• Minimum of one year of experience in a customer service or call‑center environment.
• Strong written and verbal communication skills, with a proven ability to articulate complex information clearly and concisely.
• Exceptional time‑management and multitasking abilities, capable of prioritizing tasks in a fast‑paced setting.
• Proactive problem‑solving mindset, with the ability to analyze issues and propose effective solutions.
• Sales acumen and a natural inclination to influence and persuade customers.
• Proficiency in Microsoft Office Suite and web‑based applications.
• Experience with SAP or similar ERP systems is a plus.
• Demonstrated commitment to customer delight, teamwork, and continuous improvement.

Preferred Qualifications

• Prior experience in the animal health, veterinary, or pharmaceutical industry.
• Knowledge of regulated product categories such as prescription, over‑the‑counter, and controlled substances.
• Familiarity with Five9 or other cloud‑based telephony platforms.
• Experience handling PCI‑compliant credit card transactions.
• Background in data entry, order processing, or billing support.
• Fluency in a second language to support our diverse, global customer base.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and a genuine desire to help customers succeed.
• Communication Excellence: Clear, concise, and empathetic communication across all channels, with the ability to adapt tone to each audience.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend improvements that enhance the customer experience.
• Adaptability: Comfortable navigating change, shifting priorities, and new technologies without losing momentum.
• Team Player: Collaborative spirit, supportive of colleagues, and eager to share knowledge and best practices.
• Integrity & Ethics: Commitment to ethical behavior, confidentiality, and strict compliance with all company policies and industry regulations.
• Tech Savvy: Quick learner of new software tools, CRM platforms, and digital communication channels.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As an Associate Customer Experience Specialist, you will have access to a robust learning ecosystem designed to accelerate your career:

• Structured Onboarding: A comprehensive orientation program that covers product portfolios, industry regulations, and best‑in‑class customer service techniques.
• Continuous Training: Ongoing workshops on advanced communication, conflict resolution, and sales strategies, plus certifications in SAP, Five9, and other relevant tools.
• Mentorship Programs: Pairing with seasoned leaders who provide guidance, feedback, and career‑planning support.
• Cross‑Functional Exposure: Opportunities to collaborate with Sales, Marketing, Operations, and Product Development teams, broadening your business acumen.
• Clear Advancement Pathways: Progression routes to Senior Customer Experience Specialist, Team Lead, Customer Success Manager, or even roles in Sales Enablement and Product Training.
• Leadership Development: Access to brighthush’s Leadership Academy, where high‑potential talent can earn management credentials and strategic thinking certifications.

Work Environment & Culture

Our Customer Experience team thrives in a dynamic, collaborative setting that balances autonomy with teamwork. Key cultural pillars include:

• Flexibility: Shift options ranging from 10:00 AM to 6:30 PM, with the possibility to transition to alternative schedules as business needs evolve.
• Recognition & Celebration: Regular huddles, performance awards, and peer‑to‑peer recognition programs that keep morale high and celebrate individual contributions.
• Innovation‑Driven Tools: State‑of‑the‑art CRM, analytics dashboards, and AI‑assisted support platforms that streamline workflows and empower you to focus on high‑value interactions.
• Diversity, Equity, & Inclusion (DEI): A steadfast commitment to building a workplace where every employee feels respected, valued, and empowered to bring their whole self to work.
• Purpose‑First Mindset: Knowing that your daily work directly impacts the health and happiness of pets and the peace of mind of their owners.

Compensation & Benefits

The base salary for this full‑time position ranges from $19.70 to $30.22 per hour, calibrated according to experience, location, and performance. In addition to competitive pay, brighthush offers a comprehensive benefits package designed to support your overall well‑being:

• Medical, dental, and vision insurance plans starting on day one.
• Life insurance, short‑term and long‑term disability coverage.
• 401(k) retirement plan with company match and profit‑sharing contributions.
• Four weeks of paid vacation, plus sick leave and paid holidays.
• Employee Assistance Program (EAP) and mental‑health resources.
• Professional development stipend and tuition reimbursement for approved courses.
• Employee discounts on brighthush products, services, and partner offerings.
• Wellness initiatives such as virtual fitness classes, nutrition webinars, and pet‑care resources.

How to Apply

If you are ready to make a meaningful impact on the lives of pets and their owners while advancing your own career, we invite you to submit your application through the brighthush careers portal. Please ensure your resume highlights relevant customer service experience, any exposure to ERP systems, and examples of how you have driven customer delight in past roles.

Apply to this position

Closing Statement

At brighthush, every customer interaction is an opportunity to build trust, foster loyalty, and drive positive change in the animal health industry. If you are a proactive, customer‑focused professional who thrives in a fast‑paced environment and is eager to contribute to a mission that truly matters, we want you on our team. Join us, and together we will elevate the customer experience, support a global community of pet lovers, and shape the future of animal health.

We look forward to welcoming you to brighthush and exploring the possibilities together.