Remote Customer Experience Associate I – Appointment Scheduling & Customer Success Specialist for brighthush Collision Repair & EV Services

About brighthush

brighthush is a trailblazer in the automotive repair industry, redefining the collision repair experience for drivers across the United States. With a network of more than 650 state‑of‑the‑art service centers in 38 states, brighthush delivers high‑quality collision repair and advanced EV repair solutions under the flagship brighthush LUXE | EV Certified brand. Founded in 1999 by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert, brighthush has grown from a single Chicago repair shop into the largest founder‑led multi‑shop operator (MSO) in the U.S. Our mission is simple yet powerful: People First. We believe that exceptional service starts with exceptional people, and we champion that philosophy in every interaction, every repair, and every customer touchpoint.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑growth organization that values innovation, teamwork, and continuous improvement. We offer a remote work environment that empowers you to balance professional success with personal well‑being. Our culture is built on transparency, respect, and a shared commitment to delivering the best possible experience for our customers. Whether you’re a seasoned customer service professional or just starting your career, brighthush provides the resources, mentorship, and career pathways to help you thrive.

Position Overview

The Customer Experience Associate I is the frontline ambassador for brighthush’s collision repair and EV services. In a fast‑paced, high‑volume call center environment, you will schedule appointments, provide estimates, and guide customers through every step of the repair journey. Your role is pivotal in ensuring that every customer interaction reflects brighthush’s dedication to quality, empathy, and efficiency.

Key Responsibilities

• Appointment Scheduling: Accurately schedule customer appointments for collision repair and estimates in accordance with brighthush’s Standard Operating Procedures (SOPs).
• High‑Volume Communication: Manage a large volume of inbound and outbound customer interactions with professionalism, empathy, and confidence.
• Rental & Tow Coordination: Assist customers with rental car reservations and tow scheduling to minimize downtime and inconvenience.
• Urgency & Efficiency: Demonstrate a strong sense of urgency while effectively managing daily workload and prioritizing tasks.
• Customer Inquiry Management: Respond to customer inquiries by clarifying needs, researching information, and executing appropriate next steps.
• Issue Resolution: Resolve customer concerns through active listening, problem‑solving, and effective use of internal resources.
• Multitasking Across Systems: Simultaneously navigate multiple systems and communication channels to ensure accuracy and efficiency.
• Data Integrity: Follow departmental processes and procedures to maintain assignment accuracy and data integrity.
• Confidentiality: Safeguard customer and company information, maintaining confidentiality at all times.
• Equipment Management: Maintain company‑issued equipment in proper working condition and promptly report any issues.
• Positive Customer Experience: Consistently act in a manner that supports positive outcomes and high‑quality customer experience.
• Additional Duties: Perform other duties as assigned to support team and company objectives.

Essential Qualifications

• High school diploma or GED required.
• Minimum of 1 year of customer service experience, preferably in a call center or automotive environment.
• Proficient in using customer relationship management (CRM) software and Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• High‑speed internet connection and a quiet, distraction‑free workspace.
• Reliable, professional, and empathetic demeanor when interacting with customers.

Preferred Qualifications

• Experience in the automotive repair or EV service industry.
• Knowledge of collision repair processes and terminology.
• Previous experience with scheduling software or appointment management systems.
• Fluency in multiple languages (Spanish, French, etc.) is a plus.
• Demonstrated ability to meet or exceed performance metrics and KPIs.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Communication: Clear, concise, and empathetic communication across phone, email, and chat.
• Problem‑Solving: Ability to analyze issues, identify solutions, and take decisive action.
• Time Management: Efficiently handle multiple tasks while maintaining high accuracy.
• Adaptability: Thrive in a fast‑moving environment with changing priorities.
• Team Collaboration: Work effectively with technicians, managers, and cross‑functional teams.
• Tech Savvy: Comfortable learning new software and tools quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience Associate I, you’ll have the opportunity to:

• Progress to a Senior Associate or Team Lead role within the Customer Experience department.
• Transition into operations, quality assurance, or training and development functions.
• Earn certifications in customer service excellence, automotive repair processes, or data analytics.
• Participate in mentorship programs that pair you with experienced leaders across the organization.
• Attend quarterly workshops and webinars focused on industry trends, new technologies, and best practices.

Work Environment & Company Culture

brighthush’s remote work model offers flexibility and autonomy, allowing you to create a workspace that suits your lifestyle. Our culture is defined by:

• People First: Every decision is made with the customer and employee experience in mind.
• Inclusive and diverse teams that celebrate different perspectives.
• Transparent communication from leadership to frontline staff.
• Recognition programs that reward outstanding performance and innovation.
• Regular virtual team‑building events and community outreach initiatives.

Compensation & Benefits

We offer a competitive compensation package designed to reward hard work and dedication:

• Base Pay: $17.50 per hour.
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