Dynamic Bilingual Customer Experience Representative – High‑Volume Call Center Specialist for Collision Repair Services

About brighthush

brighthush is a trailblazer in the collision repair industry, redefining how people experience vehicle repair. With more than 650 state‑of‑the‑art locations across 38 states, we are the largest founder‑led multi‑shop operator (MSO) in the United States. Our flagship brand, brighthush LUXE | EV Certified, delivers premium repair services for high‑line and luxury electric vehicles. Since our humble beginnings in 1999, we have grown into a national powerhouse driven by a simple, yet powerful philosophy: People First. We believe that every customer interaction is an opportunity to build trust, deliver excellence, and champion the journey from accident to recovery.

As we continue to expand our footprint and elevate our service standards, we are looking for a passionate, bilingual Customer Experience Representative to join our remote call center team. If you thrive in a fast‑paced environment, love helping people, and want to be part of a company that values innovation, integrity, and impact, brighthush invites you to apply.

Job Purpose

The Customer Experience Representative (CER) is the frontline ambassador of brighthush’s commitment to exceptional service. In this role, you will schedule appointments for collision repair and estimates, coordinate rental car reservations and tow services, and ensure a seamless, best‑in‑class experience for every customer. Your professionalism, empathy, and attention to detail will directly influence customer satisfaction, retention, and our brand reputation.

Key Responsibilities

• Appointment Scheduling: Accurately book repair and estimate appointments in line with our Standard Operating Procedures (SOPs), ensuring optimal shop utilization and minimal wait times.
• High‑Volume Call Management: Handle a large volume of inbound and outbound calls, emails, and chat inquiries with poise, clarity, and a customer‑centric mindset.
• Assist customers with rental car reservations and tow scheduling, coordinating logistics to keep vehicles moving and customers informed.
• Maintain a strong sense of urgency while managing daily workload, prioritizing tasks, and meeting performance metrics.
• Communicate with empathy, confidence, and professionalism in every interaction, ensuring customers feel heard and valued.
• Respond to inquiries by clarifying needs, researching information, and executing appropriate next steps, including escalation when necessary.
• Resolve customer concerns through active listening, problem‑solving, and effective use of internal resources and knowledge bases.
• Multitask across multiple systems (CRM, ticketing, scheduling tools) and communication channels to maintain accuracy and efficiency.
• Follow departmental processes and procedures to maintain assignment accuracy, data integrity, and compliance with regulatory standards.
• Safeguard customer and company information, maintaining confidentiality and adhering to data protection policies.
• Maintain company‑issued equipment (phones, headsets, laptops) in proper working condition, promptly reporting any issues.
• Consistently act in a manner that supports positive outcomes and high‑quality customer experience, embodying brighthush’s core values.
• Perform other duties as assigned, demonstrating flexibility and a willingness to contribute to team success.

Essential Qualifications

• High school diploma or GED required.
• Minimum of 1 year of experience in a high‑volume call center environment.
• Fluent in both English and Spanish (written and spoken).
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Demonstrated empathy and active listening skills, with a track record of turning challenging interactions into positive outcomes.
• Ability to multitask and manage competing priorities in a fast‑paced environment.
• Strong attention to detail and accuracy, ensuring data integrity across multiple systems.
• Excellent time‑management and organizational skills, with a proven ability to meet or exceed performance targets.
• Self‑motivated, proactive, and eager to learn new processes and technologies.
• Reliable high‑speed internet connection and a quiet, distraction‑free workspace.
• Experience navigating and multitasking across multiple systems, including CRM software.

Preferred Qualifications

• Experience in the automotive or collision repair industry.
• Knowledge of rental car and tow logistics.
• Familiarity with call center metrics such as AHT (Average Handle Time), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).
• Previous exposure to performance‑based incentive programs.
• Additional language proficiency beyond English and Spanish.

Skills & Competencies

• Customer‑centric mindset with a passion for service excellence.
• Strong problem‑solving abilities and a proactive approach to challenges.
• Adaptability to evolving processes, technologies, and customer expectations.
• Team collaboration, with the ability to support peers and share best practices.
• Resilience under pressure, maintaining composure during high‑volume periods.
• Tech‑savvy, comfortable learning new software and tools quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience Representative, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service excellence, and industry trends.
• Mentorship from senior representatives and cross‑functional leaders.
• Clear career pathways to roles such as Customer Success Manager, Operations Analyst, or Team Lead.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Opportunities to participate in company‑wide initiatives, such as process improvement projects and customer experience research.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and continuous improvement. As a remote team member, you will enjoy:

• Flexible work hours within the scheduled shift window (Monday–Friday 10:30 AM–7:00 PM CST; rotating Saturday 8:00 AM–12:00 PM CST).
• A supportive, inclusive environment that values diverse perspectives.
• Regular virtual team meetings, town halls, and social events to build camaraderie.
• Access to digital resources, knowledge bases, and a vibrant internal community.
• Recognition programs that celebrate outstanding customer service and innovation.

Compensation & Benefits

We offer a competitive base rate of $18.00 per hour, with the potential to earn up to $400 in monthly performance‑based bonuses tied to key operational and customer experience metrics. In addition to your base pay, you will receive:

• Medical, dental, and vision insurance.
• Group life and disability insurance.
• 401(k) retirement plan with company match.
• Referral bonus program (“Cash From brighthush”).
• Five paid holidays per year.
• Access to a comprehensive benefits portal for easy enrollment and management.

All compensation and benefits are subject to applicable eligibility requirements and may be updated annually.

How to Apply

Ready to join a company that champions people and drives industry innovation? Click the link below to submit your application and take the first step toward a rewarding career with brighthush.

Apply to brighthush Today

Closing Statement

At brighthush, every call, every appointment, and every interaction is an opportunity to make a difference. If you are a bilingual, customer‑focused professional who thrives in a dynamic, high‑volume environment, we want to hear from you. Join us, and help us continue to champion people, one customer at a time.