Experienced Customer Service Representative – Trade & Commercial Support – Remote (Pakistan) – Full‑Time, U.S. Eastern Time

Introduction

At brighthush, we are redefining the way high‑value trade and commercial solutions are delivered to builders, contractors, and homeowners across the United States. Our Trade & Commercial division partners with industry leaders to provide premium products, seamless logistics, and unparalleled service. As a global organization that thrives on innovation, collaboration, and customer obsession, brighthush invites you to join a dynamic team that values expertise, initiative, and a passion for excellence.

We are looking for a dedicated Customer Service Representative (CSR) who will become the trusted voice of our clients after the sale. In this role, you will be the linchpin that keeps our customers informed, satisfied, and engaged throughout the entire service lifecycle. If you are a proactive communicator, a meticulous organizer, and a problem‑solver who enjoys working remotely, this is the opportunity to elevate your career while making a tangible impact on our customers’ success.

Key Responsibilities

• Service Request Management – Serve as the primary point of contact for all service inquiries across the Trade & Commercial portfolio.
• Customer Onboarding & Communication – Initiate contact with each new customer via email, confirming order details, introducing yourself as their dedicated service liaison, and outlining the next steps.
• Case Creation & Documentation – Accurately complete the customer service request form and generate corresponding cases in Salesforce, ensuring all relevant data is captured for first‑time resolution.
• Cross‑Functional Coordination – Identify the correct internal department (service, parts, delivery, finance, etc.) for each request and route the case efficiently.
• Service Tracking & Escalation – Monitor open cases, follow up with internal teams, and ensure timely action. Escalate unresolved issues promptly while maintaining strong professional relationships.
• Reporting & Analytics – Generate Salesforce reports to track service activity, identify trends, and present findings to senior management.
• Weekly Service Meetings – Lead the weekly customer service meeting to prioritize requests, surface systemic issues, and collaborate on solutions.
• Customer Feedback Loop – Systematically collect and analyze customer feedback, feeding insights back into continuous improvement initiatives.
• Order QA & Job Booking – Perform a basic quality assurance check against the standard checklist before booking jobs. Confirm job details with the delivery coordinator and communicate scheduled service dates to customers.
• Finance Collaboration – Support the finance team in collecting payments via payment links and moving orders off hold once payment is confirmed.
• Process Adherence – Follow documented processes and checklists meticulously, ensuring accurate record‑keeping and compliance with company standards.

Essential Qualifications

• Fluent English – exceptional written and spoken communication skills are non‑negotiable, as you will be the primary voice for U.S. builders, contractors, and homeowners.
• Minimum of 2 years in a customer‑facing role such as customer service, support, success, or administrative assistance.
• Experience managing high‑volume service requests while maintaining meticulous attention to detail.
• Proficiency with Salesforce CRM, Microsoft Office Suite, and Google Workspace.
• Strong organizational skills – ability to juggle multiple open cases and orders without losing track of deadlines.
• Persistent follow‑up mindset – comfortable holding internal stakeholders accountable while preserving collaborative relationships.
• Reliable remote work setup: quiet dedicated workspace, high‑speed internet with backup, backup power for outages, and a computer capable of running CRM and VoIP software.
• Availability to work U.S. Eastern Time business hours (Monday–Friday, 8:00 a.m. – 4:00 p.m. EST).

Preferred Qualifications

• Background in building products, millwork, construction, or B2B account support for U.S. markets.
• Experience with order management, project coordination, or inside sales support.
• Familiarity with service request workflows and logistics coordination.
• Knowledge of payment processing systems and finance collaboration.

Skills & Competencies

• Customer‑Centric Mindset – Always put the customer first, anticipating needs and delivering solutions that exceed expectations.
• Analytical Thinking – Ability to interpret data, spot patterns, and recommend actionable improvements.
• Communication Excellence – Clear, concise, and professional communication across email, phone, and virtual meetings.
• Problem‑Solving Agility – Quickly diagnose issues, identify root causes, and coordinate cross‑functional fixes.
• Time Management – Prioritize tasks effectively in a fast‑paced, remote environment.
• Team Collaboration – Work seamlessly with sales, service, parts, finance, and delivery teams to achieve shared goals.
• Adaptability – Thrive in a dynamic setting where processes evolve and new challenges arise.

Career Growth & Development

At brighthush, we believe in nurturing talent from the ground up. As a CSR, you will have a clear, defined path to senior service and customer success roles. Our structured career ladder includes:

• Senior Customer Service Representative – leading larger accounts and complex service requests.
• Customer Success Manager – responsible for end‑to‑end customer journeys and retention strategies.
• Service Operations Lead – overseeing the entire service workflow, process improvement, and team performance.

We invest in continuous learning through on‑the‑job training, mentorship programs, and access to industry certifications. Whether you aspire to deepen your expertise in customer success or transition into operations management, brighthush provides the resources and support to help you achieve your goals.

Work Environment & Culture

Our remote-first culture empowers you to work from wherever you are most productive, while still feeling connected to a vibrant, collaborative team. Key cultural pillars include:

• Transparency – Open communication channels, regular town halls, and real‑time dashboards keep everyone informed.
• Innovation – We encourage experimentation, celebrate creative solutions, and reward initiative.
• Diversity & Inclusion – A global workforce that values diverse perspectives and fosters belonging.
• Work‑Life Balance – Flexible scheduling within the required U.S. Eastern Time window, plus generous paid time off and wellness programs.
• Recognition & Rewards – Monthly spot bonuses, peer recognition, and performance‑based incentives.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote CSR roles.
• Performance‑based bonuses tied to service metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance (U.S. and international coverage options).
• Retirement savings plan with company match.
• Paid time off, sick leave, and holiday schedule.
• Professional development stipend and access to online learning platforms.
• Technology stipend to support a high‑quality remote work setup.

How to Apply

If you are ready to become the trusted voice for our valued customers and help shape the future of trade and commercial service, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal fit for this role. Join brighthush and turn your passion for customer service into a rewarding, growth‑oriented career.