Seasoned Customer Experience Specialist – Hybrid Remote & On‑Site Opportunity within 100 Miles of Sarasota, FL – Champion CX Excellence & Drive Customer Loyalty at brighthush

About brighthush

brighthush is more than a customer experience (CX) agency; it is the catalyst that transforms ordinary interactions into unforgettable brand moments. With a legacy spanning over 25 years, brighthush has evolved into the largest minority‑owned CX firm in the United States, partnering with Fortune 500 leaders, high‑growth tech startups, and global e‑commerce pioneers. Our mission is clear: fuse cutting‑edge technology with a people‑first philosophy to create experiences that delight customers and deliver measurable business impact.

Recognized as a Top Place to Work, brighthush exemplifies a culture built on diversity, inclusion, and empowerment. 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 an environment that values curiosity, resilience, and a relentless pursuit of excellence.

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

Why brighthush?

At brighthush, we don’t just solve problems; we create stories. Our team is a mosaic of talent, perspective, and passion. We celebrate individuality, champion continuous learning, and reward bold ideas. When you join brighthush, you become part of a movement that redefines what it means to deliver outstanding customer experiences.

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.
• Collaborate with the quality assurance team to refine scripts and response templates.
• Participate in daily huddles to share insights and align on priority initiatives.
• Analyze call metrics to identify trends and propose actionable improvements.
• Support the onboarding of new team members by sharing best practices and training materials.

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.
• Customer Advocacy: Act as the voice of the customer within brighthush, ensuring their needs and feedback shape future initiatives.

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.
• High level of digital literacy and quick adaptation to new software.

Preferred Qualifications

• Experience in a call center or remote customer support environment.
• Familiarity with CRM platforms such as Salesforce, Zendesk, or HubSpot.
• 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.
• Experience in coaching or mentoring junior team members.

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.
• Strategic Thinking: Ability to see the bigger picture and align actions with business goals.
• Conflict Resolution: Skilled at de‑escalating tense situations and turning challenges into opportunities.

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.
• Participation in industry conferences and webinars to stay ahead of CX trends.
• Recognition programs that celebrate high performers and innovative ideas.

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.
• Our hybrid model blends remote flexibility with on‑site collaboration to nurture creativity and teamwork.
• Regular town‑hall meetings keep everyone aligned with brighthush’s vision and goals.

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.
• Comprehensive onboarding program to ensure a smooth transition.
• Annual bonuses tied to company performance and individual contributions.

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.