Remote Customer Experience Associate I – High‑Volume Call Center Specialist for Collision Repair Scheduling at brighthush

About brighthush

brighthush is a trailblazer in the automotive repair industry, redefining the collision repair experience for drivers across the United States. Founded in 1999, the company has grown from a single Chicago repair center into a nationwide network of more than 650 state‑of‑the‑art locations in 38 states. With a strong focus on “People First,” brighthush delivers high‑quality, transparent, and customer‑centric repair services that set the industry standard. Our flagship brighthush LUXE | EV Certified brand brings premium, electric‑vehicle‑ready repair centers to the market, ensuring that every vehicle—whether a classic sedan or a cutting‑edge EV—receives the care it deserves.

At brighthush, we believe that exceptional customer service is the cornerstone of lasting relationships. Our mission is to provide a seamless, stress‑free repair journey, from the first phone call to the final hand‑off. As a rapidly expanding organization, we are committed to fostering a culture of innovation, continuous learning, and employee empowerment.

Position Overview

As a Customer Experience Associate I, you will be the frontline ambassador for brighthush’s customers. Your primary responsibility will be to schedule appointments for collision repair and estimates while adhering to our rigorous Standard Operating Procedures (SOPs). You will operate in a high‑volume, performance‑driven call center environment, managing inbound and outbound interactions with professionalism, empathy, and precision. This role is fully remote, requiring a quiet workspace, reliable high‑speed internet, and a dedicated mindset.

Key Responsibilities

• Schedule customer appointments for collision repair and estimates in strict accordance with established SOPs.
• Handle a high volume of inbound and outbound customer communications, ensuring timely and accurate responses.
• Assist customers with rental car reservations, tow scheduling, and any ancillary services needed during the repair process.
• Demonstrate a strong sense of urgency while effectively managing daily workload and meeting performance metrics.
• Communicate with empathy, confidence, and professionalism in all customer interactions.
• Clarify customer needs, research relevant information, and execute appropriate next steps to resolve inquiries.
• Resolve customer concerns through active listening and effective use of internal resources.
• Multitask across multiple systems and communication channels to ensure accuracy and efficiency.
• Follow departmental processes and procedures to maintain assignment accuracy and data integrity.
• Safeguard customer and company information, maintaining confidentiality at all times.
• Maintain company‑issued equipment in proper working condition and promptly report any issues.
• Consistently act in a manner that supports positive outcomes and a high‑quality customer experience.
• Perform additional duties as assigned to support team and company objectives.

Essential Qualifications

• High school diploma or GED required.
• Minimum of 1 year of experience in a high‑volume call center environment.
• Strong verbal and written communication skills.
• Demonstrated empathy and active listening skills.
• Ability to multitask and manage competing priorities in a fast‑paced environment.
• Strong attention to detail and accuracy.
• Excellent time management and organizational skills.
• Self‑motivated with a strong work ethic and ability to learn quickly.
• Reliable modem and high‑speed internet meeting minimum requirements.
• Proficiency navigating and multitasking across multiple systems, including CRM software.

Preferred Qualifications

• Experience in the automotive or collision repair industry.
• Familiarity with scheduling software and customer relationship management (CRM) platforms.
• Knowledge of electric vehicle (EV) repair processes.
• Previous remote work experience in a call center setting.
• Certification in customer service or call center operations.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Communication Excellence: Clear, concise, and professional communication across all channels.
• Problem‑Solving: Ability to identify issues, research solutions, and implement effective resolutions.
• Time Management: Prioritize tasks and manage workload efficiently in a dynamic environment.
• Technical Proficiency: Comfortable using CRM systems, scheduling tools, and basic office software.
• Adaptability: Thrive in a fast‑paced, evolving environment and embrace continuous improvement.
• Team Collaboration: Work effectively with cross‑functional teams to achieve shared goals.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Customer Experience Associate I, you will have access to a comprehensive onboarding program, ongoing training modules, and mentorship from seasoned professionals. Successful performers can progress to:

• Senior Customer Experience Associate – leading complex customer interactions and coaching junior staff.
• Team Lead – managing a small team of associates, driving performance metrics, and implementing process improvements.
• Operations Manager – overseeing regional call center operations, strategy development, and cross‑departmental collaboration.
• Specialist roles in scheduling, quality assurance, or customer success management.

We also encourage participation in industry conferences, webinars, and certification programs to keep your skills at the forefront of the automotive service sector.

Work Environment & Company Culture

brighthush fosters a culture of transparency, innovation, and employee empowerment. Our remote work model offers flexibility while maintaining a strong sense of community through:

• Weekly virtual town halls and Q&A sessions with leadership.
• Monthly team‑building activities and virtual coffee breaks.
• Recognition programs celebrating outstanding customer service and teamwork.
• Open communication channels for feedback, ideas, and continuous improvement.

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