Seasoned Customer Experience Specialist – Hybrid Remote & On‑Site Opportunities within 100 Miles of Sarasota, FL – Join brighthush

About brighthush

brighthush isn’t just a customer experience (CX) agency; we are the architects of tomorrow’s digital touchpoints. With a heritage that spans over 25 years, we have grown into the largest minority‑owned CX firm in the United States, partnering with Fortune 500 brands, fast‑growing tech startups, and global e‑commerce leaders. Our mission is simple yet powerful: blend cutting‑edge technology with a people‑first philosophy to create moments that delight customers and drive measurable business results.

We are proud to have earned recognition as a Top Place to Work, a testament to our commitment to diversity, inclusion, and employee empowerment. At brighthush, every team member is encouraged to bring their whole self to work, to innovate, and to collaborate across disciplines. Whether you are a seasoned professional or a recent graduate, you will find a culture that values curiosity, resilience, and a relentless pursuit of excellence.

In an era where digital interactions shape brand perception, brighthush stands at the forefront of CX innovation. We harness data analytics, AI‑powered insights, and human empathy to design journeys that resonate. Our clients rely on us to turn every customer touchpoint into an opportunity for loyalty, advocacy, and growth.

Role Overview

We are seeking an Experienced Customer Experience Specialist who thrives in a fast‑paced, high‑impact environment. In this role, you will be the frontline advocate for our clients’ customers, ensuring every interaction is handled with empathy, clarity, and efficiency. Whether you work from a private home office or an on‑site location within 100 miles of Sarasota, FL, you will play a pivotal role in shaping the customer journey and reinforcing brighthush’s commitment to exceptional service.

As a key member of our CX team, you will collaborate with cross‑functional stakeholders, contribute to process improvements, and help us maintain our reputation as a CX leader. Your voice will be heard, your ideas will be implemented, and your growth will be supported.

What Your Day Will Look Like

• Guide customers through inquiries, concerns, or challenges related to our client’s products or services.
• Listen actively to uncover the root of the issue and provide clear, actionable solutions.
• Document detailed call information for auditing, reporting, and follow‑up purposes.
• Maintain and update customer records to ensure data accuracy and compliance.
• Identify opportunities to introduce customers to new or enhanced services that align with their needs.
• Deliver recommendations and guidance that add value and elevate the overall customer experience.

Key Responsibilities

• Customer Interaction: Handle inbound and outbound calls, emails, and chat sessions with professionalism and a positive attitude.
• Problem Resolution: Diagnose issues, troubleshoot solutions, and resolve problems within established timeframes.
• Data Management: Accurately record all customer interactions in the CRM system, ensuring data integrity for future reference.
• Product Knowledge: Stay current on product features, updates, and best practices to provide informed assistance.
• Upsell & Cross‑Sell: Recognize opportunities to introduce customers to complementary services or upgrades.
• Team Collaboration: Work closely with team members, supervisors, and other departments to share insights and improve processes.
• Compliance & Quality: Adhere to company policies, industry regulations, and quality standards at all times.
• Continuous Improvement: Participate in regular training sessions, share feedback on workflow enhancements, and contribute to the development of knowledge bases.
• Performance Metrics: Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• High school diploma or GED.
• Minimum of 6 months of customer service or sales experience (preferred).
• Private home office that meets privacy and security standards.
• Comfortable using company‑issued equipment, including webcam and headset.
• Reliable broadband internet connection (DSL or cable) with a minimum download speed of 10 Mbps and upload speed of 3 Mbps.
• Strong verbal and written communication skills in English.
• Ability to remain calm under pressure and maintain a positive demeanor.
• Basic proficiency with Windows or macOS operating systems.
• Experience with time‑tracking and scheduling tools.

Preferred Qualifications

• Experience in a call center or remote customer support environment.
• Familiarity with CRM platforms such as Salesforce or Zendesk.
• Knowledge of the industry or product line we serve.
• Previous exposure to bilingual customer support (Spanish/English).
• Demonstrated ability to meet or exceed performance metrics.
• Experience with data analytics or reporting tools.
• Certification in customer service or related fields.

Skills & Competencies

• Active Listening: Ability to understand customer needs beyond the surface level.
• Problem‑Solving: Analytical mindset to diagnose and resolve issues efficiently.
• Attention to Detail: Accurate data entry and documentation.
• Time Management: Prioritize tasks and manage call volumes effectively.
• Adaptability: Thrive in a dynamic environment with evolving processes.
• Team Player: Collaborate with peers and leadership to achieve shared goals.
• Empathy: Connect with customers on an emotional level to build trust.
• Technology 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 Specialist, you will have access to:

• Leadership development programs designed to accelerate career progression.
• Open‑access courses through brighthush Academy, covering topics from advanced customer engagement to data analytics.
• Paid training and tuition reimbursement for certifications that enhance your skill set.
• Mentorship from seasoned professionals who are committed to your growth.
• Clear pathways to roles such as Team Lead, Quality Analyst, or Customer Success Manager.
• Opportunities to lead cross‑functional projects, such as process redesign or new product launches.
• Annual performance reviews that focus on skill development and career aspirations.

Work Environment & Culture at brighthush

Our culture is built on authenticity, collaboration, and a shared mission to make customer experiences truly remarkable. We foster an environment where:

• Employees are encouraged to bring their whole selves to work.
• Open communication and constructive feedback are the norm.
• Innovation is celebrated, and new ideas are welcomed.
• Community engagement is integral, with initiatives like the brighthush Making Lives Better (MLBA) program that supports local charities and community projects.
• Team bonding events, both virtual and in‑person, strengthen relationships and promote a sense of belonging.
• Flexible work arrangements allow you to balance personal and professional commitments.
• We celebrate diversity through employee resource groups and inclusive hiring practices.

Compensation & Benefits

While specific salary ranges are determined by experience and location, brighthush offers a competitive compensation package that includes:

• Health, dental, and vision coverage with HSA options.
• Paid time off (PTO) and flexible scheduling.
• Flexible pay options: daily or weekly pay.
• 401(k) retirement plan with company match.
• Employee assistance program for personal and professional support.
• Employee discounts on groceries, travel, insurance, phone plans, health & wellness, pet supplies, and more.
• Additional voluntary benefits tailored to individual needs.
• Regular wellness initiatives, including virtual fitness classes and mental health resources.

How to Apply

If you are ready to join a dynamic, purpose‑driven organization that values your contributions and invests in your future, we invite you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal candidate for this role. We look forward to exploring how you can help shape the next generation of customer experience at brighthush.

Closing

At brighthush, we don’t just provide customer service—we create memorable interactions that build lasting relationships. Your expertise, empathy, and drive for excellence will be the cornerstone of our success. Join us and be part of a team that is redefining what it means to deliver outstanding customer experiences.