Seasoned Part‑Time Customer Loyalty & Retention Specialist – Championing Customer Success, Community Engagement, and Retention Excellence for brighthush’s Remote Impact‑Focused Team

About brighthush – Bridging the Digital Divide with Purpose

brighthush is more than a telecommunications provider; it is a nationwide movement dedicated to closing the digital gap. By delivering high‑speed, reliable broadband to underserved communities, brighthush empowers individuals, families, and businesses to thrive in an increasingly connected world. Our culture is built on innovation, empathy, and community impact, encouraging every team member to drive meaningful change while advancing their own career in the fast‑evolving tech landscape.

Why brighthush is a Game‑Changer in Connectivity

In an era where connectivity is a cornerstone of education, healthcare, and economic opportunity, brighthush stands at the forefront of inclusive technology. Our mission is simple yet powerful: connect every corner of the country with dependable, affordable broadband. This vision fuels our commitment to excellence, continuous learning, and a work‑life balance that respects the diverse lives of our employees.

Role Overview: Part‑Time Customer Loyalty & Retention Specialist

As a part‑time Customer Loyalty & Retention Specialist, you will be the frontline guardian of customer satisfaction and retention. Working remotely from Kansas, you will enjoy flexible hours while collaborating with a high‑energy, diverse team that values creativity, continuous learning, and mutual support. Your daily interactions will directly influence our community’s connectivity experience, turning challenges into opportunities for lasting relationships.

Key Responsibilities

• Retention Queue Management: Monitor, prioritize, and act on the daily retention queue, ensuring timely follow‑ups and proactive outreach to at‑risk customers.
• Customer Issue Resolution: Investigate and resolve a wide range of concerns—from billing discrepancies to service interruptions—using a data‑driven, solution‑oriented approach.
• Solution Negotiation: Craft personalized solutions, including discounts, service upgrades, or technical fixes, that align with company policies and meet customer needs.
• Data Accuracy & Reporting: Log all interactions in the CRM, maintain accurate ticket records, and generate weekly reports on retention metrics.
• Cross‑Functional Collaboration: Partner with Technical Support, Billing, and Product teams to resolve complex issues and share actionable customer insights.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute ideas to enhance the retention workflow and customer experience.
• Community Engagement: Represent brighthush at virtual community events, gathering feedback that informs product development and outreach strategies.

Essential Qualifications

• Minimum 2 years of customer service or call center experience, preferably in a high‑volume environment.
• Strong problem‑solving skills with the ability to think critically under pressure.
• Excellent verbal and written communication skills in English.
• Basic technical aptitude: comfortable troubleshooting connectivity issues and navigating web‑based tools.
• Proficiency with CRM platforms and ticketing systems.
• Availability Monday‑Friday, 8 AM‑12 PM (Central Time) with a reliable internet connection.

Preferred Qualifications

• Experience with AI‑powered customer support tools or chatbots.
• Knowledge of telecommunications products and services.
• Previous exposure to retention or loyalty programs in a tech or service industry.
• Data‑analysis skills: ability to interpret retention metrics and suggest actionable improvements.
• Multilingual capabilities (Spanish, French, or other languages) are a plus.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Adaptability: Thrive in a fast‑changing environment and quickly learn new tools or processes.
• Team Collaboration: Work effectively with remote teammates across departments.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity during peak periods.
• Analytical Thinking: Use data to identify trends, forecast retention risks, and recommend solutions.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As a Customer Loyalty & Retention Specialist, you’ll gain exposure to:

• Advanced customer success training modules covering product knowledge, conflict resolution, and upselling techniques.
• Mentorship from senior Customer Success Managers who will guide your professional development.
• Cross‑training in technical support, billing, and product management to broaden your skill set.
• Opportunities to lead small projects or process improvement initiatives, building leadership experience.
• Access to an internal learning portal featuring courses on data analytics, AI in customer service, and industry trends.

Work Environment & Culture at brighthush

brighthush fosters a culture of inclusivity, transparency, and innovation. As a remote team member, you’ll enjoy:

• Flexible scheduling that respects your personal commitments.
• Regular virtual team huddles, social events, and wellness check‑ins.
• A collaborative workspace powered by modern communication and collaboration tools.
• Recognition programs that celebrate individual and team achievements.
• A commitment to sustainability and community outreach, with volunteer days and local partnership initiatives.

Compensation, Perks, and Benefits

While the exact hourly rate will be discussed during the interview process, you can expect competitive pay aligned with industry standards for part‑time customer service roles. Additional benefits include:

• Tuition reimbursement for courses related to customer success, data analytics, or telecommunications.
• Health, dental, and vision insurance options for full‑time employees (eligible after 90 days).
• Paid time off and holidays for full‑time team members.
• Employee referral bonuses and performance‑based incentives.
• Access to a digital wellness platform offering meditation, fitness, and mental health resources.

How to Apply

Ready to become a key player in brighthush’s customer success journey? Submit your application through our careers portal or click the link below. We’re excited to learn how your passion for customer advocacy can help us keep communities connected.