Seasoned Bilingual 24/7 Roadside Assistance & Emergency Support Representative – Remote Canada – Expert Customer Care & Dispatch Specialist at brighthush

About brighthush

brighthush is more than a roadside assistance provider; we are a national safety net that empowers Canadians to face the unexpected with confidence. With a presence in every province and territory, our 24/7 network of tow trucks, repair crews, medical escorts, and customer care professionals delivers rapid, reliable help whenever life throws a curveball. Our mission is simple yet profound: to be there when it matters most, turning stressful moments into stories of reassurance and gratitude. At brighthush, we blend cutting‑edge technology with human empathy, creating a culture where every call is an opportunity to make a difference.

Why This Role Matters

Every call you handle can mean the difference between a safe, swift resolution and a prolonged, stressful ordeal. Your empathy, quick thinking, and bilingual fluency directly influence member satisfaction scores, retention rates, and the overall reputation of brighthush. In short, you are the frontline hero who keeps our community moving forward.

Key Responsibilities

• Customer Interaction: Receive inbound calls from members in distress, listen actively, and gather essential details such as location, vehicle condition, and any immediate hazards.
• Location Verification: Use mapping software and GPS data to pinpoint the exact location of the member, ensuring accurate dispatch.
• Service Dispatch: Coordinate with authorized service providers—towing, roadside repair, medical transport—to send the correct assistance to the member’s location.
• Real‑Time Updates: Keep members informed of ETA, service provider details, and any changes in the situation.
• Documentation: Log all interactions, actions taken, and outcomes in the company’s CRM system with precision and confidentiality.
• Problem Resolution: Address any additional concerns, such as vehicle diagnostics, insurance queries, or emergency medical instructions, within the scope of your role.
• Compliance & Safety: Follow all company policies, safety protocols, and regulatory requirements to protect both members and staff.
• Continuous Improvement: Participate in ongoing training, share insights, and suggest process enhancements to improve response times and member satisfaction.

Essential Qualifications

• Canadian residency (must be a legal resident of Canada).
• Minimum age of 18 years.
• High school diploma or equivalent.
• At least 3 months of customer service experience, preferably in a call center or emergency response environment.
• Fluency in both English and French (written and spoken).
• Strong verbal and written communication skills in both languages.
• Proficiency with Microsoft Office 365, Microsoft Teams, and Windows operating systems.
• Ability to navigate multiple software systems, including CRM and mapping tools such as Google Maps.
• Excellent problem‑solving, empathy, adaptability, and reliability.
• Flexibility to work various shifts, including nights, evenings, weekends, and holidays.
• Successful completion of a background check.

Preferred Qualifications

• Experience in the automotive, insurance, or healthcare industries.
• Prior exposure to dispatch or emergency response roles.
• Knowledge of roadside assistance protocols and safety guidelines.
• Experience with AI‑powered tools for workflow automation or customer interaction.
• Certification in first aid or emergency response (e.g., CPR, EMT).

Skills & Competencies

• Communication: Clear, concise, and compassionate communication in both English and French.
• Technical Proficiency: Comfortable using multiple software platforms, troubleshooting basic tech issues, and learning new tools quickly.
• Time Management: Ability to prioritize tasks, manage multiple calls simultaneously, and meet response time targets.
• Customer‑Centric Mindset: A genuine desire to help, coupled with a proactive approach to solving problems.
• Team Collaboration: Willingness to collaborate with dispatchers, field technicians, and other support staff.
• Resilience: Ability to remain calm under pressure and handle high‑volume, high‑stress situations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Bilingual Customer Assistance Representative, you will have access to:

• Hands‑on, paid virtual classroom training covering customer service best practices, safety protocols, and advanced dispatch techniques.
• Ongoing job‑specific training modules to keep you up‑to‑date with new tools, policies, and industry trends.
• Mentorship programs pairing you with experienced team leaders for guidance and professional development.
• Internal promotion tracks to roles such as Senior Dispatch Coordinator, Team Lead, or Operations Manager.
• Cross‑functional learning opportunities in areas like logistics, technology, and customer experience strategy.

Work Environment & Culture at brighthush

Although you’ll be working from home, you’ll be part of a vibrant, supportive community that values engagement, recognition, and work‑life balance. Highlights include:

• Fully equipped home‑office setup provided by brighthush, including high‑speed internet, ergonomic headset, and webcam.
• Apply for this job