Experienced Remote Inbound Customer Service Agent – Travel Advisory & Reservation Specialist – Start 10.13

About brighthush

brighthush is a trailblazing travel agency that has been redefining the way people experience the world since 1958. With a rich heritage rooted in small ship and river cruising, we combine timeless hospitality with cutting‑edge technology to deliver unforgettable journeys. Our global footprint spans over 30 countries, and our team of more than 4,000 passionate professionals is dedicated to creating personalized travel experiences that inspire, delight, and empower our guests.

As a remote-first organization, brighthush empowers its employees to work from anywhere in the United States while staying connected to a vibrant, collaborative culture. We are committed to fostering an environment where creativity, curiosity, and continuous learning thrive. If you are a customer‑centric professional who loves travel, thrives in a fast‑paced setting, and is ready to make a real impact, we invite you to join our dynamic team.

Position Overview

We are looking for a highly motivated Remote Inbound Customer Service Agent to serve as the first point of contact for our valued travelers. In this role, you will handle inbound calls, manage reservations and itineraries, resolve escalated concerns, and document every interaction with precision. You will operate across multiple platforms in a metrics‑driven environment, ensuring that every traveler receives the highest level of service.

Key highlights of the role:

• Fully remote position open to U.S. candidates
• Start date: 10.13 (flexible start options available)
• Opportunity to work with a global travel brand that values innovation and customer experience
• Competitive compensation, comprehensive benefits, and a culture that rewards excellence

Key Responsibilities

As a Remote Inbound Customer Service Agent, you will be the voice of brighthush, ensuring that every traveler’s journey begins with confidence and clarity. Your day‑to‑day tasks will include:

• High‑Volume Call Handling: Manage a steady stream of inbound calls, assisting customers with reservation management, payment processing, itinerary updates, and general travel information.
• Escalation Management: Take ownership of escalated calls, de‑escalate situations, and provide solutions that align with our customer‑centric philosophy.
• Product & Policy Communication: Deliver comprehensive information about our travel products, policies, and special offers, ensuring travelers are fully informed.
• Documentation & Data Integrity: Accurately record all customer interactions and call notes in assigned programs, maintaining up‑to‑date records for future reference.
• Multi‑Platform Proficiency: Efficiently navigate 5–7 programs simultaneously across three screens, demonstrating strong multitasking skills.
• Values‑Focused Collaboration: Embody brighthush’s core values—Open & Courageous Communication, Risk Taking, Emotional Maturity, Thriving in Change, Teamwork, Speed & Quality—in every interaction.
• Metrics‑Driven Excellence: Meet and exceed key performance indicators such as Average Handle Time, After Call Work, Average Speed to Answer, Hold Time, Attendance, Adherence, Post‑Call Surveys, and values assessment.
• Team Engagement: Attend all team, department, and company meetings with camera on, contributing to a collaborative and transparent work environment.

Essential Qualifications

To thrive in this role, you should possess the following:

• 3–5+ years of experience in a call center or customer service environment, handling unscripted, high‑volume calls.
• Proven ability to work independently while maintaining a strong sense of teamwork.
• Strong verbal and written communication skills in English.
• Experience with reservation systems, CRM platforms, and multi‑screen workflows.
• Reliable, high‑speed wired internet connection (Wi‑Fi is not acceptable).
• 1+ year of remote work experience, preferably with prior remote training.
• Adaptability to a fast‑paced, metrics‑driven environment.

Preferred Qualifications

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

• Experience in the travel industry, particularly with small ship or river cruising.
• Knowledge of travel booking platforms such as Sabre, Amadeus, or similar.
• Multilingual abilities (Spanish, French, or other languages).
• Familiarity with data privacy regulations (GDPR, CCPA).
• Previous exposure to performance coaching and continuous improvement initiatives.

Skills & Competencies

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

• Technical Proficiency: Comfortable with multiple software applications, quick learning curve, and strong keyboard skills.
• Problem‑Solving: Ability to analyze issues, think critically, and provide effective solutions on the spot.
• Customer Empathy: Genuine care for travelers’ needs and a passion for delivering exceptional service.
• Time Management: Prioritize tasks, meet deadlines, and maintain productivity across multiple platforms.
• Collaboration: Work seamlessly with cross‑functional teams, share insights, and contribute to continuous improvement.
• Adaptability: Thrive in a dynamic environment, embrace change, and stay resilient under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Remote Inbound Customer Service Agent, you will have access to:

• Structured onboarding and ongoing training programs that cover industry trends, product knowledge, and advanced customer service techniques.
• Mentorship from senior travel advisors and leadership, providing guidance on career progression.
• Opportunities to transition into specialized roles such as Travel Consultant, Reservation Specialist, or Customer Experience Manager.
• Access to international travel experiences, allowing you to gain firsthand knowledge of the destinations you serve.
• Tuition assistance for professional certifications and personal development courses.

Work Environment & Culture

brighthush’s culture is built on transparency, innovation, and a shared passion for travel. Even though you will be working remotely, you will feel connected through:

• Regular virtual team huddles, brainstorming sessions, and social events.
• A culture of open feedback, where every voice is heard and valued.
• Access to a digital library of resources, including webinars, podcasts, and industry reports.
• Encouragement to bring your authentic self to work, fostering a diverse and inclusive environment.

Compensation & Benefits

While specific salary details are tailored to experience and performance, we offer a comprehensive benefits package that includes:

• Competitive base salary with annual incentive bonuses.
• Fully subsidized medical, dental, and vision plans.
• 401(k) plan with company match.
• Life and disability insurance.
• Flexible Spending Accounts (FSA) for health and dependent care.
• Pet insurance and home/auto discounts.
• Paid time off (PTO) and 11 paid holidays, including Juneteenth, Memorial Day, and Labor Day.
• Paid volunteer time off to support community initiatives.
• Exclusive travel perks: 50% off trips for you and a companion, 25% off for immediate family, and quarterly associate travel deals.
• On‑site gym access (for those who prefer in‑office fitness) and holistic wellness sessions.
• Remote work arrangement with a stipend for home office setup.

How to Apply

If you are ready to bring your customer service expertise to a global travel brand that values innovation, teamwork, and personal growth, we encourage you to apply today. Click the link below to submit your application and take the first step toward an exciting career with brighthush.