Entry‑Level Customer Care Representative – Remote, 10 am – 7 pm, 5‑Day Schedule – Join brighthush’s Global Compression Solutions Customer Service Team

About brighthush and the Compression Solutions Industry

brighthush is a world‑leading provider of compression therapy products that help people live healthier, more active lives. Our mission is simple yet powerful: to empower patients, clinicians, and distributors with innovative, evidence‑based solutions that improve circulation, reduce pain, and enhance mobility. From our headquarters in Peachtree City, GA, we serve a global customer base that spans hospitals, outpatient clinics, pharmacies, and retail partners. As a fast‑growing, technology‑driven organization, we blend cutting‑edge research with a customer‑first culture, ensuring that every interaction reflects our commitment to quality, safety, and compassion.

Why This Role Matters

As the first point of contact for our customers, you will be the face of brighthush’s dedication to service excellence. Whether you’re answering a call from a patient experiencing discomfort, a distributor seeking order details, or a clinician troubleshooting a product, your ability to listen, validate, and resolve issues will directly influence customer satisfaction, loyalty, and ultimately, the health outcomes of thousands of individuals worldwide.

Key Responsibilities

• Customer Interaction & Problem Resolution – Provide outstanding service to a diverse range of customers, including patients, healthcare professionals, and distributors. Handle inquiries with empathy, patience, and professionalism, ensuring single‑call resolution whenever possible.
• Order Management – Accurately input orders, return authorizations, and product requests into our systems (Syspro, brighthushonline, Veeva, SNA, Excel, MSWord, Velaro, MyUPS) following established guidelines.
• Product Knowledge – Maintain a deep understanding of brighthush’s product portfolio, usage instructions, and medical contraindications to provide accurate, evidence‑based guidance.
• Escalation & Ownership – Recognize when a situation requires escalation, and take ownership of the issue until it is fully resolved, keeping all stakeholders informed throughout the process.
• Documentation & Data Integrity – Record detailed notes of each customer interaction in the feedback database, ensuring data accuracy for quality audits and continuous improvement initiatives.
• Outbound Sales & Marketing Support – Utilize sales and marketing techniques during outbound calls to promote new products, special offers, and educational resources, contributing to revenue growth.
• Lean & Kaizen Participation – Assist in implementing Lean/Kaizen initiatives within the department, identifying process bottlenecks, and suggesting actionable improvements.
• Compliance & Quality Assurance – Follow all brighthush policies, ISO 13485 standards, 6S and Lean Manufacturing principles, and applicable federal, state, and local regulations to uphold the highest quality and safety standards.
• Team Collaboration & Morale – Foster a positive, cooperative environment by promoting open communication across departments, sharing best practices, and supporting colleagues during peak periods.
• Attendance & Punctuality – Adhere to the company’s attendance and punctuality policy, ensuring reliable coverage for the 10 am – 7 pm shift.

Essential Qualifications

• Associate’s degree or equivalent work experience in a call‑center environment.
• Minimum of three (3) years of customer service experience, preferably in a medical or technical support setting.
• Proficiency with Windows‑based software and Microsoft Office Suite (Word, Excel, Outlook).
• Strong verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Demonstrated ability to build and maintain relationships across diverse teams and customer segments.
• Excellent problem‑solving skills, with a track record of finding creative, non‑conventional solutions.
• Ability to remain calm and professional in high‑pressure, potentially irate customer interactions.
• Strong attention to detail and the capacity to multitask effectively in a fast‑paced environment.
• Physical ability to sit at a computer for extended periods and to work the late shift (7 pm).

Preferred Qualifications

• Experience with medical device or healthcare product support.
• Knowledge of ISO 13485 quality management systems.
• Familiarity with Lean/Kaizen methodologies.
• Previous experience with call‑center metrics (e.g., average handle time, first‑contact resolution).
• Multilingual capabilities (Spanish, French, or other languages) are a plus.

Skills & Competencies

• Customer‑Centric Mindset – Passion for helping others and a genuine desire to improve patient outcomes.
• Technical Aptitude – Quick learner who can navigate multiple software platforms with ease.
• Communication Excellence – Clear, concise, and empathetic communication in both written and spoken form.
• Adaptability – Comfortable adjusting to new processes, tools, and customer needs in a dynamic environment.
• Collaboration – Ability to work effectively with cross‑functional teams, including sales, logistics, and quality.
• Analytical Thinking – Strong problem‑solving skills and the ability to analyze data to identify trends and improvement opportunities.
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