Experienced Customer Service Representative – Fare Media & Transit Support Specialist – Remote (Tullahoma, TN)

About brighthush

brighthush is a leading full‑service information technology firm that partners with businesses across the United States to deliver customized, technology‑driven solutions. With a strong focus on innovation, reliability, and customer success, brighthush empowers clients in the transportation sector to streamline operations, enhance customer experiences, and stay ahead of industry trends. Our staffing division is renowned for connecting top technical talent with forward‑thinking companies, ensuring that every partnership is built on expertise, integrity, and a shared commitment to excellence.

As part of our growing team, you’ll join a culture that values collaboration, continuous learning, and a passion for solving real‑world challenges. Whether you’re working from home or in one of our regional hubs, you’ll find a supportive environment that encourages creativity, rewards initiative, and celebrates success.

Key Responsibilities

In this role, you will serve as the primary point of contact for customers who rely on our fare media solutions. Your day‑to‑day tasks will include:

• Inbound Call Management: Answer all incoming fare media phone calls from cardholders, patrons, and transit operators with professionalism and empathy.
• Email & Fax Support: Process all email and fax inquiries, ensuring timely and accurate responses.
• Issue Resolution: Identify, troubleshoot, and resolve customer issues efficiently, following established policies and procedures.
• Outbound Outreach: Initiate outbound calls when necessary to follow up on unresolved issues, gather additional information, or provide proactive support.
• Data Accuracy: Update customer records and ticketing systems with precise information, maintaining data integrity at all times.
• Performance Metrics: Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Collaboration: Work closely with team members, supervisors, and cross‑functional partners to share insights and improve service quality.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to process enhancements that elevate the customer experience.

Essential Qualifications

To thrive in this role, you should meet the following baseline requirements:

• High school diploma or equivalent.
• 1–3 years of experience in a customer service or call center environment.
• Strong typing speed of at least 40 words per minute.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast‑paced, high‑volume setting.
• Positive, team‑oriented attitude with a willingness to collaborate across departments.
• Flexibility to work extended hours, including evenings and weekends, as needed.
• Strong problem‑solving skills and a commitment to delivering accurate, timely solutions.

Preferred Qualifications

While not mandatory, the following qualifications will give you a competitive edge:

• Some college coursework or a post‑secondary degree.
• Experience in the transportation or fare media industry.
• Knowledge of customer relationship management (CRM) systems.
• Previous remote work experience with a proven track record of self‑management.
• Multilingual capabilities, especially in Spanish or other widely spoken languages.

Skills & Competencies

Success in this role requires a blend of technical aptitude and soft skills:

• Customer‑Centric Mindset: A genuine desire to help customers and a knack for turning challenges into positive experiences.
• Adaptability: Ability to adjust to changing priorities, new technologies, and evolving customer needs.
• Attention to Detail: Precision in data entry, documentation, and follow‑up actions.
• Time Management: Efficiently balancing multiple tasks while maintaining high quality.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a cohesive team culture.
• Technical Literacy: Comfortable navigating software, troubleshooting basic technical issues, and learning new tools quickly.

Career Growth & Development

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

• Structured onboarding and continuous training programs that cover product knowledge, customer service best practices, and industry trends.
• Mentorship opportunities with senior team members and leaders across the organization.
• Clear career pathways that can lead to roles such as Senior Support Specialist, Team Lead, or Technical Support Engineer.
• Cross‑functional projects that allow you to broaden your skill set and gain exposure to new areas of the business.
• Regular performance reviews and goal‑setting sessions to help you map out your professional trajectory.

Work Environment & Culture

brighthush fosters a culture that blends flexibility with accountability. Key highlights include:

• Remote‑First Flexibility: Work from the comfort of your home while staying connected to a vibrant, collaborative team.
• Inclusive, diverse workplace that celebrates different perspectives and backgrounds.
• Open communication channels, from daily stand‑ups to town‑hall meetings, ensuring everyone’s voice is heard.
• Employee wellness initiatives, including virtual fitness classes, mental health resources, and regular check‑ins.
• Recognition programs that reward outstanding performance, innovation, and teamwork.

Compensation & Benefits

We offer a competitive compensation package designed to attract and retain top talent:

• Hourly Rate: $14 per hour, with potential overtime opportunities for extended hours.
• Performance‑based incentives tied to customer satisfaction and resolution metrics.
• Comprehensive benefits package (health, dental, vision) for full‑time employees, available after a brief probationary period.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development budget to support certifications, courses, and conferences.
• Employee assistance program (EAP) and wellness resources.

How to Apply

Ready to join a forward‑thinking team that values your expertise and offers a platform for growth? Click the link below to submit your application and take the first step toward an exciting career at brighthush.