Dynamic Customer Service Representative & Member Experience Specialist – Hybrid Work Model – Charleston, SC – Join brighthush

Welcome to brighthush – Where People Come First

At brighthush, we’re more than a member‑owned property and casualty insurer; we’re a community that believes the best protection starts with genuine human connection. Our mission is simple yet powerful: do what’s right for our members. We combine innovative insurance solutions with a culture rooted in empathy, transparency, and lifelong learning. In an industry that can feel impersonal, brighthush stands out by treating every member like family and every interaction as an opportunity to build trust.

Why This Role Is a Game‑Changer

As a Member Experience Specialist, you’ll be the first line of support for our members. Your voice, tone, and problem‑solving skills will shape their perception of brighthush and reinforce their decision to stay with us. The hybrid model gives you the best of both worlds: collaborative in‑office days in our Charleston hub and the flexibility of remote work to balance life and career. If you thrive on making a difference, love learning new skills, and want to grow within a company that values integrity and curiosity, this is the role for you.

Key Responsibilities – What You’ll Do Every Day

• Multi‑Channel Support: Handle member inquiries via phone, email, text, and live chat with speed and accuracy, ensuring a seamless experience across all touchpoints.
• Billing & Policy Assistance: Resolve billing questions, process policy changes, guide members through renewals, and help them navigate our online portal.
• Problem Solving & Escalation: Apply critical thinking to complex issues, determine the best resolution path, and elevate matters when necessary while maintaining a calm, positive tone.
• Data Management: Update member records in our CRM, verify data integrity, and protect confidentiality in accordance with industry standards.
• Continuous Improvement: Participate in quality assurance reviews, share insights, and collaborate on process enhancements that elevate member satisfaction.
• Team Collaboration: Attend 1:1s with your manager, contribute to team meetings, and support peers during peak periods to keep service levels high.
• Professional Development: Engage in ongoing training, certifications, and learning opportunities that prepare you for higher roles within brighthush.
• Shift Flexibility: Work a hybrid schedule (3 days in Charleston, 2 days remote) and adapt to Monday‑Saturday shifts as business needs dictate.

Essential Qualifications – What We Expect

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• 1–2 years of customer service experience in a fast‑paced environment (retail, hospitality, or call center).
• Proficiency with computers and the ability to multitask across multiple applications.
• Excellent verbal and written communication skills in English.
• Strong organizational skills with the ability to prioritize competing tasks.
• Demonstrated integrity and a customer‑first mindset.
• Availability to work a hybrid schedule: 3 days in the Charleston office, 2 days remote.
• Flexibility to work Monday‑Saturday shifts, with specific days and times determined by business needs.

Preferred Qualifications – What Gives You an Edge

• Experience in the insurance or financial services industry.
• Knowledge of billing systems, policy management, or online member portals.
• Proficiency in additional languages (Spanish, French, etc.).
• Previous experience with remote work tools (Zoom, Teams, Salesforce, etc.).
• Strong analytical skills and a data‑driven approach to problem solving.

Skills & Competencies – The DNA of a Successful Specialist

• Empathy & Active Listening: Understand member concerns and respond with genuine care.
• Critical Thinking: Analyze situations quickly and propose effective solutions.
• Adaptability: Thrive in a dynamic environment with changing priorities.
• Team Player: Collaborate with colleagues across departments to achieve shared goals.
• Time Management: Balance multiple tasks while meeting performance metrics.
• Technology Savvy: Navigate CRM systems, knowledge bases, and communication platforms with ease.

Career Growth & Learning – Your Path at brighthush

We believe in investing in our people. When you join brighthush, you’ll receive:

• Comprehensive paid onboarding that equips you with the skills to succeed.
• Regular 1:1 coaching sessions to set goals, provide feedback, and track progress.
• Access to internal learning platforms, webinars, and industry certifications.
• Clear career pathways: from Member Experience Specialist to Senior Specialist, Team Lead, or Manager roles.
• Internal promotion policy: we prioritize internal candidates for new opportunities.

Work Environment & Culture – What It’s Like to Be Part of brighthush

Our culture is built on transparency, kindness, and community. You’ll experience:

• Hybrid work model: 3 days in the Charleston office, 2 days remote.
• Flexible shift schedule: Monday‑Saturday, 5 days per week, with specific days and times assigned based on business needs.
• Standard schedule: Monday‑Friday, with up to 8 Saturdays per year.
• Company holidays: up to 3 holidays per year (excluding Thanksgiving and Christmas).
• Supportive leadership that values open communication and constructive feedback.
• Regular team events, wellness initiatives, and community impact projects.
• Inclusive environment that celebrates diversity and encourages diverse perspectives.

Compensation & Benefits – We Reward Your Hard Work

We offer a competitive total rewards package that includes:

• Starting salary: $53,000 per year.
• Immediate eligibility for overtime during peak periods.
• Monthly $500 Exceptional Performance bonus with no cap on winners.
• Bi‑annual salary reviews and potential increases.
• Commuter support: $100 per month for those commuting into the Charleston office three days or more per week.
• Full remote work equipment package: laptop, headset, and ergonomic accessories.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and paid holidays.
• Employee assistance program and wellness resources.
• Professional development stipend and tuition reimbursement.

Ready to Make a Difference?

If you’re passionate about delivering exceptional service, eager to grow, and ready to join a company that treats every member like family, we want to hear from you. Click the link below to submit your application and take the first step toward a rewarding career at brighthush.