Seasoned Customer Service Representative – Hybrid, Full‑Time, Home & Office – brighthush – Championing Exceptional Customer Experience in the Window & Door Industry – Join a Legacy of Innovation and Sustainability

Welcome to brighthush – Where Tradition Meets Tomorrow

For more than a century, brighthush has been the trusted name in windows and doors, blending timeless craftsmanship with cutting‑edge technology to create products that elevate homes and businesses. From energy‑efficient frames to smart‑home integrations, our portfolio is engineered to meet the evolving needs of modern consumers while staying true to our unwavering commitment to quality, sustainability, and customer satisfaction.

Our culture is built on three pillars: innovation, collaboration, and empowerment. Every employee, from the production floor to the customer‑service desk, is encouraged to bring fresh ideas, challenge the status quo, and take ownership of their work. This mindset has earned us numerous industry awards and a reputation for delivering not just products, but lasting relationships with our customers.

Why This Role Matters

As a Hybrid Customer Service Representative, you will be the first line of communication for our customers, shaping their experience from the moment they reach out to the final delivery of their order. Your role is pivotal in translating our product excellence into customer satisfaction, ensuring that every interaction reflects the brighthush promise of reliability, transparency, and care. By blending the flexibility of remote work with the camaraderie of our Medford office, you’ll enjoy a dynamic environment that supports both personal productivity and team collaboration.

Key Responsibilities

• Customer Interaction: Manage inbound calls, emails, and live chat inquiries, delivering accurate product information, pricing, and order status updates with a friendly, professional tone.
• Order Management: Accurately enter, process, and reconcile no‑charge orders, credit memos, and returns, ensuring data integrity across our ERP and CRM systems.
• Problem Resolution: Investigate and resolve order discrepancies, shipping delays, and product concerns, using analytical thinking to provide timely, effective solutions.
• Sales Support: Partner with the sales team to provide product knowledge, clarify procedural questions, and streamline order processing, contributing to higher conversion rates.
• Follow‑Up & Escalation: Proactively track orders requiring special attention, follow up with customers, and elevate complex issues to the appropriate specialists.
• Training & Mentorship: Conduct onboarding sessions for new hires, share best practices, and foster a culture of continuous improvement.
• Process Improvement: Identify bottlenecks in customer‑service workflows, propose enhancements, and collaborate with cross‑functional teams to implement changes that boost efficiency.
• System Proficiency: Test new and updated software modules, ensuring they meet both customer and business needs before full deployment.
• Job Site Service Requests: Process and coordinate service requests from job sites, ensuring timely resolution and maintaining high customer satisfaction.
• Additional Duties: Perform related tasks as needed to support the overall success of the customer‑service function.

Essential Qualifications

• Communication Skills: Exceptional verbal and written communication, with the ability to convey complex information clearly and courteously.
• Analytical Thinking: Strong reasoning skills, meticulous attention to detail, and the capacity to prioritize tasks in a fast‑paced environment.
• Organizational Ability: Proven track record of managing multiple priorities, maintaining accurate records, and staying organized under pressure.
• Positive Attitude: Friendly, courteous, and genuinely enthusiastic about helping customers and teammates.
• Education: High school diploma or equivalent; additional certifications in customer service, call‑center operations, or related fields are a plus.
• Experience: All experience levels are welcome—whether you’re a seasoned professional or just starting your career, we value your enthusiasm and willingness to learn.
• Computer Proficiency: Comfortable with keyboarding, Microsoft Office, CRM platforms, and quick to adapt to new software.
• Physical Requirements: Ability to sit for extended periods, use finger dexterity for equipment operation, and perform light lifting (up to 20 lbs) as needed.

Preferred Qualifications

• Experience in the window and door industry or a related field.
• Prior customer‑service or call‑center experience, especially in a hybrid or remote setting.
• Knowledge of order‑management systems and basic accounting principles.
• Fluency in multiple languages to serve a diverse customer base.
• Demonstrated ability to work independently while collaborating with cross‑functional teams.

Skills & Competencies for Success

• Customer‑Centric Mindset: Always putting the customer’s needs first and striving to exceed expectations.
• Problem‑Solving: Quickly diagnosing issues and crafting effective solutions.
• Time Management: Managing a high volume of inquiries without compromising quality.
• Adaptability: Thriving in a dynamic environment with evolving processes and technologies.
• Team Collaboration: Working seamlessly with sales, logistics, and technical teams to deliver a unified customer experience.
• Continuous Learning: Proactively seeking feedback and staying updated on product knowledge and industry trends.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibilities. As a Customer Service Representative, you’ll have access to a wealth of development resources designed to accelerate your career trajectory.

• Structured onboarding and ongoing training covering product knowledge, customer‑service best practices, and advanced CRM usage.
• Cross‑functional projects that allow you to collaborate with sales, marketing, and operations teams, broadening your skill set.
• Individualized talent‑development plans tailored to your aspirations—whether you aim to move into a supervisory role, specialize in technical support, or transition into product management.
• Mentorship from seasoned leaders who are committed to your growth and success.
• Opportunities to lead process‑improvement initiatives, giving you a tangible impact on the organization’s efficiency and customer satisfaction.

Work Environment & Company Culture

brighthush champions a culture of innovation, diversity, and inclusion. Our hybrid model offers the best of both worlds: the flexibility to work from home and the collaborative energy of our Medford office. You’ll find a supportive team that celebrates successes, learns from challenges, and continuously seeks ways to improve. We champion a “learn‑by‑doing” philosophy, encouraging employees to experiment, share insights, and grow together.

Key cultural touchpoints include:

• Monthly “Innovation Fridays” where teams pitch new ideas and receive feedback from leadership.
• Quarterly town‑hall meetings that keep everyone aligned on company goals and recognize outstanding contributions.
• Annual community‑service days that reinforce our commitment to giving back.
• Flexible scheduling that respects work‑life balance while maintaining high service standards.

Compensation, Perks & Benefits

While specific salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your well‑being and future.

• Competitive base pay with performance‑based incentives.
• Comprehensive medical, dental, and vision coverage.
• Company‑paid life insurance and short‑term/long‑term disability insurance.
• Employee Assistance Program (EAP) for personal and professional support.
• Paid time off: 40 hours per year, 9 paid holidays, and paid sick leave.
• 401(k) retirement plan with company match.
• Opportunities for advancement and career progression within the organization.
• Access to continuous learning resources, including online courses, workshops, and industry conferences.
• Employee recognition programs that celebrate milestones and achievements.

How to Apply

Ready to bring your passion for customer service to brighthush? Click the link below to submit your application and join a team that values innovation, teamwork, and personal growth.

Apply to this Job

Conclusion

At brighthush, we’re not just building windows and doors—we’re building lasting relationships with our customers and our team. If you’re eager to make a real impact, thrive in a hybrid setting, and grow your career in a supportive, forward‑thinking environment, we want to hear from you. Join us and help shape the future of the industry while advancing your own professional journey. Your next great opportunity awaits at brighthush.