Seasoned Remote Customer Assistance Representative – 24/7 Emergency Support Specialist – Deliver Life‑Saving Roadside & Home Safety Services from Brighthush in New Brunswick, Canada

About Brighthush

Brighthush is Canada’s leading provider of 24/7 roadside assistance and emergency response solutions. With a network that spans the entire country, we combine state‑of‑the‑art technology, a highly skilled workforce, and an unwavering commitment to safety to keep Canadians moving and protected, whether they’re on the highway or at home. Our mission is simple: to be the first line of help when people need it most, and to do so with compassion, efficiency, and a touch of human warmth.

Why This Role Matters

Every call you answer is a chance to change a moment from panic to peace. As a Remote Customer Assistance Representative (CAR), you become the calm voice that guides a stranded driver, the reassuring presence that connects a family to emergency care, and the first point of contact that turns a stressful roadside incident into a story of safety and support. Your work directly impacts lives, and you’ll be part of a team that values empathy, precision, and rapid response.

Your Impact

• Provide instant, clear guidance to members in distress, ensuring they feel heard and supported.
• Coordinate with a network of licensed mechanics, tow trucks, and medical responders to deliver timely, reliable service.
• Maintain accurate, real‑time documentation that supports compliance, quality assurance, and continuous improvement.
• Leverage AI‑powered tools to streamline workflows, reduce response times, and enhance decision‑making.
• Contribute to process improvements that elevate service quality and operational efficiency.

Key Responsibilities

• Emergency Call Management: Receive, triage, and prioritize calls from members experiencing vehicle or personal emergencies.
• Location Accuracy: Use advanced mapping and dispatch software to pinpoint member locations with precision, ensuring responders arrive quickly.
• Service Coordination: Liaise with licensed service providers—mechanics, tow trucks, medical responders—to schedule and confirm timely arrivals.
• Communication Excellence: Deliver calm, empathetic, and concise information to keep members informed and reassured throughout the process.
• Data Integrity: Document all interactions in our CRM system, ensuring data accuracy, privacy compliance, and audit readiness.
• AI Integration: Utilize AI‑powered tools to automate routine tasks, generate real‑time recommendations, and enhance overall workflow efficiency.
• Continuous Improvement: Participate in quality reviews, share insights, and help refine processes and technology to better serve our members.

Essential Qualifications

• Canadian residency and legal right to work in Canada.
• Minimum age of 18 years.
• High school diploma or equivalent.
• At least three months of proven customer service experience, preferably in a call center or emergency response environment.
• Fluency in both English and French (written and spoken) to serve Canada’s bilingual population.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office 365, Microsoft Teams, and Windows operating systems.
• Ability to navigate multiple digital systems simultaneously, including mapping tools such as Google Maps.
• Demonstrated problem‑solving, empathy, adaptability, and reliability.
• Flexibility to work a variety of shifts, including nights, evenings, weekends, and holidays.

Preferred Qualifications

• Experience in a 24/7 emergency dispatch or roadside assistance role.
• Knowledge of automotive diagnostics or basic mechanical troubleshooting.
• Familiarity with AI‑based workflow tools or data‑analysis platforms.
• Previous experience in a bilingual call center environment.
• Strong customer‑centric mindset with a track record of exceeding service‑level agreements.

Skills & Competencies for Success

• Customer‑First Attitude: A genuine desire to help people in distress and a commitment to delivering exceptional service.
• Technical Proficiency: Comfortable learning new software quickly and troubleshooting basic technical issues.
• Time Management: Ability to prioritize multiple calls and tasks while maintaining accuracy.
• Team Collaboration: Willingness to share insights and collaborate with dispatchers, service providers, and internal stakeholders.
• Resilience: Maintaining composure under pressure and handling high‑volume, high‑stakes situations.
• Continuous Learning: Openness to feedback, training, and adopting new technologies.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and providing clear career pathways. As a CAR, you’ll have access to:

• Structured mentorship programs with senior dispatchers and operations managers.
• Cross‑training opportunities in related roles such as Operations Analyst, Quality Assurance Specialist, or Customer Experience Lead.
• Annual performance reviews that identify growth areas and potential promotions.
• Access to industry conferences, webinars, and certifications in emergency response, customer service, and AI technologies.
• Internal mobility across our national network, allowing you to explore new regions or roles.

Work Environment & Company Culture

Brighthush fosters a culture of respect, inclusion, and innovation. Our remote work model is built on trust and accountability, supported by:

• Regular virtual team huddles and social events.
• Transparent communication channels, including Slack, Teams, and monthly town‑hall meetings.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Recognition programs that celebrate individual and team achievements.
• Inclusive hiring practices that value diverse backgrounds and perspectives.

Compensation, Perks, and Benefits

In addition to competitive hourly wages, Brighthush offers a comprehensive benefits package designed to support your health, financial security, and overall well‑being:

• Medical, dental, vision, and life insurance plans.
• Company‑matched RRSP contributions to help you build a secure future.
• Paid vacation, holidays, and sick leave.
• Complimentary roadside assistance membership for you and your family.
• Employee Assistance Program (EAP) and wellness resources.
• Access to a dedicated IT support team for remote work equipment and software.

Home Office Setup Requirements

To ensure a seamless experience for both you and our members, please meet the following home office criteria:

• Hardwired internet connection with a minimum download speed of 10.0 Mbps and upload speed of 5.0 Mbps.
• Quiet, distraction‑free workspace with a webcam for training and live calls.
• Reliable power supply and backup options for uninterrupted service.
• Comfortable seating and ergonomic setup to support long hours of call handling.

We also embrace the use of approved AI tools to enhance daily operations—automated workflows, data‑driven recommendations, and communication aids are all part of the modern CAR toolkit.

How to Apply

Ready to become a vital part of Brighthush’s mission to keep Canadians safe and supported? Submit your application through our careers portal or click the link below to start the process. We look forward to hearing how your skills and passion align with our values.

Apply to Brighthush Today

Equal Opportunity Employer

Brighthush is committed to fostering a diverse, inclusive, and equitable work environment. We celebrate the unique perspectives that each individual brings and are dedicated to providing a fair and respectful experience throughout the recruitment process. If you require accommodations during any stage of the hiring process, please let us know, and we will make reasonable adjustments to ensure a positive experience.