Dynamic Remote Customer Experience Associate – Omnichannel Support Specialist – Elevate Service Excellence at brighthush

About brighthush

brighthush stands at the forefront of the security and managed services industry, blending over five decades of innovation with a relentless focus on customer satisfaction. From the early days of pioneering smart‑home alarm systems to today’s enterprise‑grade protection for commercial and municipal clients, brighthush has consistently set the benchmark for reliability, technology, and people‑first service. Our mission is simple yet profound: Make a difference every day. We achieve this by marrying cutting‑edge technology with a culture that values every individual, ensuring that every home, business, and community we serve feels safe, supported, and empowered.

Why Join Our Customer Experience Team?

As a Customer Experience Associate on our Shared Services team, you become the frontline ambassador for brighthush. You’ll engage with customers across phone, chat, email, social media, and SMS, turning every touchpoint into a memorable, solution‑oriented experience. Working remotely, you’ll enjoy the flexibility to thrive in a supportive, collaborative environment that prioritizes your growth, well‑being, and work‑life balance.

Role Overview

In this role, you will:

• Serve as the first point of contact for customers seeking support, information, or assistance with our products and services.
• Navigate a dynamic, high‑volume environment while maintaining a calm, empathetic demeanor.
• Leverage a unified agent desktop to manage multiple communication channels seamlessly.
• Contribute to the continuous improvement of our support processes and knowledge base.
• Act as a bridge between customers and cross‑functional teams such as Technical Support, Sales, and Product Development.

Key Responsibilities

• Omnichannel Support: Handle inbound and outbound communications across phone, chat, email, text, and social media. Seamlessly switch between channels during a single interaction to provide the best customer experience.
• Accurate Documentation: Log every customer interaction in our unified agent desktop and CRM system, ensuring data integrity and compliance.
• Issue Resolution: Resolve inquiries, account updates, and technical concerns using available tools. Escalate to higher‑level support when necessary.
• Proactive Outreach: Review open work orders, research potential issues, and proactively contact customers to prevent problems.
• Product Promotion: Discuss our referral program, new product offerings, and upsell opportunities with customers, driving revenue growth.
• Performance Metrics: Meet or exceed individual call metrics, including first‑contact resolution, average handling time, and customer satisfaction scores.
• Compliance & Training: Complete ADC training within the first 90 days and maintain any required state licenses or certifications.

Essential Qualifications

• High School Diploma or equivalent.
• Minimum one year of customer service experience in an omnichannel or multichannel call center.
• Strong verbal and written communication skills; ability to handle irate or frustrated customers with empathy and patience.
• Proficiency with Microsoft Office and CRM systems; comfortable using a unified agent desktop that integrates all communication channels.
• Excellent spelling, grammar, and attention to detail.
• Ability to work independently from a home office, managing distractions and maintaining productivity.
• Quick resolution mindset: efficiently use tools and resources to solve problems.
• Escalation management: know when and how to involve higher‑level support.
• Availability to meet internal and external customer deadlines.

Preferred Qualifications

• Experience with security or managed services industry.
• Knowledge of state licensing requirements for accessing customer accounts.
• Prior exposure to ADC (Advanced Digital Communications) training or similar technical certification.
• Familiarity with social media customer engagement platforms.
• Demonstrated ability to meet or exceed performance metrics in a high‑volume environment.

Core Skills & Competencies

• Customer‑Centric Mindset: Treat every interaction as an opportunity to build trust and loyalty.
• Technical Aptitude: Quickly learn and master new software, tools, and processes.
• Adaptability: Thrive in a fast‑changing, high‑pressure environment.
• Collaboration: Work closely with cross‑functional teams such as Technical Support, Sales, and Product Development.
• Time Management: Prioritize tasks and manage multiple conversations simultaneously.
• Data‑Driven Decision Making: Use customer data to personalize interactions and identify upsell opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience Associate, you’ll have access to:

• Structured onboarding and continuous training programs, including advanced product knowledge and technical certifications.
• Mentorship from senior customer experience leaders.
• Clear career pathways to roles such as Senior Customer Experience Specialist, Team Lead, or Customer Success Manager.
• Cross‑functional projects that expose you to sales, product development, and operations.
• Regular performance reviews and personalized development plans.

Work Environment & Culture

Our remote work model empowers you to create a productive home office while staying connected to a vibrant, collaborative team. You’ll enjoy:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Access to a digital knowledge base and real‑time collaboration tools.
• A culture that celebrates wins, encourages innovation, and values work‑life balance.
• Opportunities to contribute to community outreach and volunteer initiatives.

Compensation, Perks & Benefits

We offer a comprehensive “Total Rewards” package designed to support your health, financial security, and personal growth:

• Competitive base salary with performance‑based incentives.
• Medical, dental, and vision coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Company‑paid life and accidental death & dismemberment (AD&D) insurance.
• Short‑ and long‑term disability coverage.
• 401(k) retirement plan with company match after 60 days.
• Paid time off, 7 company holidays, and 2 floating holidays of your choice.
• Tuition reimbursement for approved courses and certifications.
• Employee Assistance Program (EAP) for mental health and well‑being support.
• Access to a range of voluntary benefit products.

How to Apply

If you’re ready to bring your customer service expertise to a forward‑thinking, technology‑driven organization, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this job

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

We look forward to welcoming you to a team that values innovation, integrity, and impact. Together, we’ll continue to protect people, property, and businesses across North America.