Seasoned Remote Customer Retention Specialist – Evening Shift, Part‑Time, High‑Volume Call Center Role at brighthush

About brighthush and the Opportunity

brighthush is a forward‑thinking, customer‑centric organization that thrives on delivering exceptional service and innovative solutions in the private sector. We believe that every interaction with a policyholder is an opportunity to build lasting relationships and create value that extends far beyond a single transaction. As we continue to grow our footprint, we are looking for a dedicated Remote Customer Retention Specialist to join our dynamic team. This role is designed for individuals who excel in high‑volume, high‑impact environments and are passionate about turning potential cancellations into renewed commitments.

Why This Role Is a Game‑Changer

Working with brighthush means you’ll be part of a culture that celebrates innovation, embraces flexibility, and rewards performance. As a Remote Customer Retention Specialist, you’ll be the frontline advocate for our policyholders, ensuring they feel heard, valued, and confident in the benefits they receive. Your success will directly influence customer satisfaction scores, retention rates, and the overall health of our portfolio.

Key Responsibilities

• High‑Volume Outreach: Engage in proactive, high‑volume phone contact with policyholders who are considering cancellations, ensuring each conversation is personalized and solution‑focused.
• Benefit Re‑Education: Clearly articulate the value of life insurance, highlighting the unique benefits and peace of mind it offers to families and individuals.
• Cancellation Management: Handle cancellation requests with empathy and efficiency, providing thorough, step‑by‑step guidance to either reverse the cancellation or transition the policyholder to an alternative product.
• Performance Metrics: Maintain and exceed call volume, average handling time, and overall time‑management standards set by the team and leadership.
• Multi‑Channel Support: Deliver consistent, high‑quality service across phone, email, and written correspondence, ensuring every touchpoint reflects the brand’s commitment to excellence.
• Data Accuracy: Log all interactions accurately in the CRM, ensuring data integrity and compliance with regulatory requirements.
• Continuous Improvement: Participate in regular training sessions, feedback loops, and process improvement initiatives to enhance retention strategies and customer experience.

Essential Qualifications

• Minimum of 1 year experience in a high‑volume contact center, receptionist role, or any position that required frequent phone interaction.
• Legal age of 18 years or older.
• High School Diploma or equivalent.
• Reliable, high‑speed internet connection (minimum 10 Mbps download, 20 Mbps upload) with a hard‑wired Ethernet connection.
• Smartphone with VPN capability for secure remote access.
• Strong computer literacy, including proficiency with Microsoft Office and basic keyboard functions.
• Excellent oral and written communication skills, with the ability to convey complex information in a clear, concise manner.
• Proven ability to multi‑task, prioritize, and work effectively under pressure.
• Detail‑oriented, highly organized, and customer‑focused mindset.

Preferred Qualifications

• Experience in upselling or retention roles within the insurance or financial services industry.
• Bilingual proficiency in Spanish, with the ability to pass a bilingual assessment (additional $1.00 per hour).
• Prior remote work experience, demonstrating self‑discipline and the ability to thrive in a virtual environment.
• Familiarity with CRM systems and call‑center software.

Core Skills & Competencies

• Communication Mastery: Ability to listen actively, ask probing questions, and tailor solutions to individual needs.
• Problem‑Solving: Quick thinker who can identify root causes of cancellation concerns and propose effective remedies.
• Resilience: Maintain composure and positivity during high‑stress periods and challenging conversations.
• Time Management: Efficiently juggle multiple calls, follow‑ups, and administrative tasks while meeting performance targets.
• Team Collaboration: Work seamlessly with cross‑functional teams, including underwriting, claims, and product specialists.
• Adaptability: Thrive in a fast‑moving environment with evolving policies, scripts, and technology.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Remote Customer Retention Specialist, you’ll have access to:

• Structured Onboarding: A comprehensive 4‑week paid training program that covers product knowledge, call‑center best practices, and advanced retention techniques.
• Mentorship: Pairing with a seasoned retention manager who will guide you through real‑world scenarios and provide actionable feedback.
• Skill Development: Regular workshops on communication, negotiation, data analytics, and emerging industry trends.
• Career Pathways: Clear progression routes to senior retention specialist, team lead, or cross‑functional roles in underwriting, claims, or product development.
• Performance Recognition: Quarterly awards, spot bonuses, and public acknowledgment for outstanding retention metrics.

Work Environment & Company Culture

brighthush champions a culture of inclusivity, transparency, and continuous improvement. Our remote workforce enjoys:

• Flexible scheduling that respects work‑life balance.
• Regular virtual team huddles, social events, and wellness initiatives.
• Access to a digital knowledge base, peer‑to‑peer learning forums, and an open‑door policy for feedback.
• A supportive environment where every voice is heard and every contribution matters.

Compensation & Benefits

Base Pay: $16.35 per hour, with an additional $1.00 per hour for bilingual Spanish speakers who pass the assessment.

Performance Bonuses: Eligible for bonus pay based on individual and team retention metrics.

Schedule: Part‑time evening shift – Monday to Friday, 5:00 PM – 9:00 PM CST; Saturday, 8:00 AM – 12:00 PM CST.

Remote Work: All necessary equipment (desktop, headset, webcam, etc.) will be provided.

Paid Training: 4 weeks of fully paid training, Monday to Friday, 5:00 PM – 9:00 PM CST.

Additional Perks: Health and wellness resources, professional development budget, and a supportive community of remote colleagues.

Important Notes

Please note that we are currently unable to hire candidates residing in the following states: Puerto Rico, California, Hawaii, Maine, New Jersey, New Mexico, New York, North Dakota, South Dakota, Vermont, Washington, Washington D.C., and Wyoming.

Ready to Make an Impact?

If you are a motivated, customer‑centric professional who thrives in a fast‑paced, high‑volume environment, we invite you to join brighthush as a Remote Customer Retention Specialist. Your expertise will help safeguard our policyholders’ futures while driving tangible growth for the organization.

Apply today and become part of a team that values innovation, collaboration, and the relentless pursuit of excellence.