Experienced Loss Prevention & Customer Service Associate II – Retail Security & Guest Experience Specialist

About brighthush

brighthush is a global leader in the off‑price retail sector, renowned for delivering high‑quality merchandise at unbeatable prices. With a presence in more than 1,200 stores across North America, Europe, and Asia, brighthush has built a reputation for innovation, sustainability, and an unwavering commitment to customer satisfaction. Our culture is built on collaboration, diversity, and continuous learning, empowering every team member to grow, thrive, and make a tangible impact on the brand’s success.

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. As a Loss Prevention Customer Service Associate II, you will play a pivotal role in safeguarding our stores, protecting our brand, and ensuring a safe, welcoming environment for our guests. You’ll work alongside a dynamic team of retail professionals, security specialists, and store leaders who share a passion for excellence and a dedication to creating memorable shopping experiences.

Key Highlights

• Competitive hourly rate: $15.75 – $18.60 (based on experience and qualifications)
• Comprehensive benefits package, including health, dental, vision, and retirement plans
• Employee discounts on merchandise, cell phones, and pet insurance
• Professional development opportunities and a clear career progression path
• Inclusive, supportive work environment that values diversity and promotes work‑life balance

Role Overview

As a Loss Prevention Customer Service Associate II, you will serve as the first line of defense against theft, fraud, and loss while simultaneously delivering exceptional customer service. Your responsibilities will span visual deterrence, incident response, and collaboration with store management to maintain a secure, customer‑centric environment.

Core Responsibilities

• Visual Deterrence: Maintain a visible presence at the front of the store or in designated departments, projecting confidence and professionalism to deter potential loss or dishonesty.
• Body‑Worn Camera Operations: Wear and manage a company‑approved body‑worn camera, ensuring proper documentation of incidents and compliance with privacy regulations.
• Customer Engagement: Greet guests warmly, respond to inquiries, and refer them to the appropriate store team or customer service via the company radio system.
• Incident Observation & Reporting: Identify suspicious behavior, critical incidents, or safety concerns and promptly report them to Loss Prevention (LP) or store management.
• Emergency Response: Review and understand the Store Emergency Response Guide, and act swiftly in the event of an emergency.
• Closing Safety Sweep: Conduct a thorough safety sweep of the store with a member of management at closing time.
• Documentation: Accurately record incidents in the AIIM Case Management system, ensuring all details are captured for follow‑up.
• Collaboration: Work closely with store management, LP, and other departments to uphold store policies, procedures, and brand standards.
• Continuous Improvement: Participate in training sessions, safety drills, and process improvement initiatives to enhance store security and customer experience.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 0–2 years of retail or security experience; experience in loss prevention or customer service is a plus.
• Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• Sound judgment and decision‑making abilities, especially in high‑pressure or ambiguous situations.
• Self‑motivated, proactive, and capable of working independently while maintaining a strong team orientation.
• Excellent organizational skills, with the ability to prioritize tasks and manage time effectively.
• Physical stamina to stand for extended periods and perform routine store patrols.
• Proficiency with radio communication equipment and basic computer skills for incident reporting.

Preferred Qualifications

• Prior experience with body‑worn camera technology and incident documentation.
• Knowledge of retail loss prevention best practices and industry regulations.
• Experience in a fast‑paced, high‑volume retail environment.
• Demonstrated commitment to customer service excellence and brand advocacy.
• Ability to speak multiple languages, enhancing communication with diverse customer groups.

Skills & Competencies

• Customer‑centric mindset with a passion for creating positive shopping experiences.
• Strong analytical and problem‑solving skills, with the ability to assess situations quickly and accurately.
• High level of integrity, confidentiality, and adherence to ethical standards.
• Adaptability to changing priorities and the ability to remain calm under pressure.
• Team player who collaborates effectively across departments.
• Commitment to continuous learning and professional growth.

Career Growth & Development

At brighthush, we invest in our people. As a Loss Prevention Customer Service Associate II, you will have access to:

• Structured training programs covering loss prevention tactics, customer service excellence, and brand standards.
• Mentorship opportunities with senior LP professionals and store managers.
• Clear career pathways to roles such as Loss Prevention Supervisor, Store Manager, or Retail Operations Lead.
• Cross‑functional projects that broaden your skill set and expose you to different facets of the business.
• Regular performance reviews and Apply for this job