Seasoned Customer Service & Retention Representative – Client Support, Policy Management, and Retention Strategy

About brighthush

brighthush is a forward‑thinking insurance partner that blends cutting‑edge technology with a human touch to deliver personalized coverage solutions across the United States. With a presence in 12 states, we empower our clients to protect what matters most—whether that’s their home, vehicle, business, or future. Our culture is built on integrity, collaboration, and a relentless focus on customer success. As a fully remote, high‑growth organization, we give our team members the flexibility to work from anywhere while staying connected through a vibrant virtual community.

Why This Role Matters

As a Customer Service & Retention Representative (CSSR), you will be the frontline advocate for our clients. Your daily interactions will shape their experience, build trust, and help keep them confident in their insurance decisions. By mastering policy details, addressing concerns, and spotting retention risks, you’ll directly influence our client satisfaction scores and renewal rates—key metrics that drive brighthush’s growth.

Key Responsibilities

• Client Communication: Respond promptly to service requests via phone, email, and approved digital channels. Ensure every interaction reflects brighthush’s commitment to professionalism and empathy.
• Policy Support: Assist clients with routine policy questions, billing inquiries, coverage changes, and renewal follow‑ups. Provide clear, concise explanations tailored to each client’s needs.
• Retention Management: Identify potential cancellation risks by monitoring client interactions and usage patterns. Escalate concerns to the retention team and collaborate on proactive solutions.
• Documentation & Compliance: Coordinate certificates of insurance, policy documents, and other required paperwork. Maintain accurate records in our CRM and ensure all actions comply with carrier and agency policies.
• Cross‑Sell Identification: Spot opportunities for additional coverage or services. Refer qualified prospects to licensed producers while maintaining confidentiality and regulatory compliance.
• Onboarding & Training: Support new client onboarding by guiding them through policy setup, benefits, and available resources. Provide a seamless, welcoming experience from day one.
• Process Improvement: Offer feedback on workflow efficiencies, system enhancements, and customer experience initiatives. Your insights help shape the future of brighthush’s service delivery.

Essential Qualifications

• Fluency in English (written and spoken) and Spanish (required). Bilingual communication is essential for serving our diverse client base.
• Strong customer service mindset with proven problem‑solving skills.
• Excellent organizational abilities, patience, and a professional demeanor.
• Comfortable using phone systems, email, CRM platforms, and online collaboration tools.
• Reliable high‑speed internet connection and a private, secure remote workspace.
• Commitment to confidentiality and adherence to agency access controls.
• Prior experience in insurance service or customer support is highly preferred but not mandatory.

Preferred Qualifications

• Previous exposure to insurance policy management or retention programs.
• Experience with CRM systems such as Salesforce, HubSpot, or similar.
• Knowledge of insurance terminology, carrier processes, and regulatory requirements.
• Demonstrated ability to work independently in a fully remote environment.
• Strong analytical skills to identify trends and propose actionable improvements.

Skills & Competencies

• Communication: Clear, concise, and empathetic verbal and written communication.
• Technical Proficiency: Comfortable navigating multiple digital platforms and troubleshooting basic technical issues.
• Time Management: Ability to prioritize tasks, meet deadlines, and manage a high volume of client interactions.
• Team Collaboration: Willingness to collaborate with cross‑functional teams, share insights, and support collective goals.
• Adaptability: Thrive in a fast‑changing environment, quickly learning new processes and tools.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting client relationships.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering career progression. As a CSSR, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, compliance, and advanced customer engagement techniques.
• Mentorship from senior retention specialists and product experts.
• Clear performance metrics that open pathways to higher‑level roles such as Retention Manager, Client Success Lead, or Product Specialist.
• Regular feedback sessions and professional development workshops.
• Opportunities to contribute to cross‑functional projects, influencing product design and service strategy.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, transparency, and community. Our culture is defined by:

• Inclusive Collaboration: Weekly virtual team huddles, open communication channels, and a culture that celebrates diverse perspectives.
• Work‑Life Balance: Structured 9‑5 schedules (Mon‑Fri) with the freedom to manage your own hours within those windows.
• Employee Well‑Being: Access to mental health resources, virtual fitness classes, and wellness stipends.
• Recognition & Rewards: Performance bonuses, spot awards, and public recognition for outstanding contributions.
• Innovation‑Driven: A focus on continuous improvement, encouraging employees to propose new ideas and pilot initiatives.

Compensation & Benefits

We offer a competitive compensation package designed to reward your expertise and dedication:

• Base Salary: $1,250.00 – $1,500.00 per month, commensurate with experience.
• Bonus Opportunities: Performance‑based bonuses tied to retention metrics and customer satisfaction scores.
• Remote Work: Fully remote position—no commute, no office overhead.
• Health & Wellness: Comprehensive health, dental, and vision insurance plans (details provided during onboarding).
• Professional Development: Reimbursement for relevant certifications, courses, and industry conferences.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Technology Stipend: Monthly allowance to equip your home office with the necessary tools.

Location & Remote Details

Fully Remote – Clients located in Mexico City, Oklahoma, United States. You will operate from your home office, ensuring a private, secure workspace with reliable internet connectivity.

How to Apply

Ready to join a dynamic team that values your expertise and offers a platform for growth? Submit your application through our careers portal or send your résumé and cover letter directly to [email protected]. We look forward to learning how your skills and passion align with brighthush’s mission to deliver exceptional insurance experiences.

Join brighthush Today – Make a Difference in Every Client’s Journey

At brighthush, you’re not just filling a role—you’re becoming part of a mission to protect people’s futures with integrity, innovation, and unparalleled service. If you thrive in a fast‑paced, customer‑centric environment and are eager to grow your career while making a real impact, we want to hear from you. Apply now and help us shape the future of insurance.