Seasoned Remote Customer Service & Retention Specialist – Telecommunications Support & Upsell Expert – Champion Customer Loyalty, Drive Retention, and Accelerate Growth at brighthush

About brighthush

brighthush is not just a telecommunications provider; it’s a movement that redefines how people connect, communicate, and collaborate in the digital age. From its modest beginnings in 1936 to its current status as a national leader with a workforce of over 10,000 dedicated professionals, brighthush has consistently pushed the envelope in delivering ultra‑fast, reliable connectivity to millions of households and businesses across the United States. Our core mission is simple yet powerful: to connect people with the world through seamless, customer‑centric service. Every interaction—whether a quick call to resolve a billing query or a detailed walkthrough of a new device—serves as an opportunity to build trust, solve problems, and forge lasting relationships.

At brighthush, innovation, collaboration, and continuous learning are not buzzwords; they are the pillars that support our culture. We empower our remote workforce with cutting‑edge technology, comprehensive training programs, and a steadfast commitment to work‑life balance. If you thrive in a fast‑paced environment, love helping people, and want to be part of a company that genuinely cares about its customers, brighthush is the place for you.

Position Overview

As a Remote Customer Service & Retention Specialist, you will be the frontline advocate for our customers. Your primary mission is to resolve account, billing, service, device, and technical concerns while simultaneously identifying opportunities to recommend relevant products and services. You will play a pivotal role in customer retention, ensuring that every interaction ends with a satisfied, loyal customer. This role is fully remote, but you must reside in Georgia, USA, and meet specific technical and environmental requirements to maintain the high quality of service that brighthush is known for.

Why This Role Matters

In the rapidly evolving world of telecommunications, customer experience is the ultimate differentiator. Your work directly influences customer satisfaction scores, churn rates, and revenue growth. By mastering the art of problem‑solving and upselling, you help brighthush maintain its position as a trusted partner for millions of households and businesses.

Key Responsibilities

• Active Listening & Needs Discovery: Engage customers with empathy, ask insightful questions, and uncover their true needs to provide tailored solutions.
• Issue Resolution: Research and resolve a wide range of account, billing, service, device, and technical concerns using multiple systems and resources.
• Escalation Management: Identify when a problem requires additional support, and seamlessly transition the customer to the appropriate specialist while maintaining a positive experience.
• Product & Service Promotion: Recommend and sell upgrades, additional lines, or complementary services that align with the customer’s usage patterns and future goals.
• Conflict Resolution: Handle frustrated or challenging customers with composure, professionalism, and a solution‑oriented mindset.
• Retention Focus: Proactively identify retention opportunities and implement strategies that address the root cause of potential churn.
• System Navigation: Efficiently navigate multiple internal platforms, knowledge bases, and AI‑assisted tools to deliver accurate, timely solutions.
• Performance & Experience Goals: Consistently meet or exceed established customer experience metrics, call handling times, and sales targets.

Essential Qualifications

• Location Requirement: Must reside in Georgia, USA, and be eligible to work remotely from that state.
• Experience: Minimum six months of customer service experience in any customer‑facing role (telecommunications, retail, hospitality, technical support, etc.).
• Communication Skills: Confident, clear, and professional verbal communication in English; active listening and concise articulation are essential.
• Problem‑Solving: Strong critical thinking, ability to ask probing questions, and a knack for troubleshooting complex issues.
• Sales Acumen: Comfortable recommending and selling products and services; ability to identify upsell and cross‑sell opportunities.
• Goal‑Oriented: Self‑motivated, results‑driven, and able to meet or exceed performance targets.
• Technology Proficiency: Comfortable with computers, multiple software platforms, and AI‑assisted tools; quick learner of new systems.
• Professionalism: Ability to remain calm, courteous, and solution‑focused during challenging conversations.
• Reliability: Dependable, punctual, and open to coaching and feedback.
• Legal Eligibility: Must be 18 years or older, possess a GED or high school diploma, and be legally authorized to work in the United States.
• Technical Requirements:
  • High‑speed cable or fiber internet connection (minimum 25 Mbps download / 10 Mbps upload).
  • Ping rate below 100 ms.
  • Private workspace with a desk and chair; no background noise from children, pets, or electronics during working hours.
  • Ability to use webcam during all scheduled work hours.

Preferred Qualifications

• Prior call center or telecommunications experience.
• Experience with CRM systems and ticketing platforms.
• Knowledge of brighthush’s product portfolio and service offerings.
• Familiarity with AI‑assisted customer support tools.
• Previous exposure to sales or upselling in a customer service context.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and a genuine desire to solve their problems.
• Adaptability: Ability to adjust quickly to new processes, tools, and customer needs.
• Time Management: Efficiently manage multiple tasks while maintaining high quality service.
• Team Collaboration: Work effectively with cross‑functional teams, including technical support, billing, and sales.
• Data‑Driven Decision Making: Use metrics and customer feedback to continuously improve service delivery.

Work Environment & Culture at brighthush

Although you’ll be working from home, you’ll still feel part of a vibrant, inclusive community. brighthush offers:

• Regular virtual team huddles and knowledge‑sharing sessions.
• Access to a dedicated internal communication platform for real‑time collaboration.
• Opportunities to participate in company‑wide initiatives, such as innovation challenges and community outreach programs.
• A culture that values transparency, continuous improvement, and employee well‑being.

Compensation & Benefits

At brighthush, we believe in rewarding excellence and fostering growth. Your compensation package will include:

• Competitive base salary commensurate with experience.
• Monthly bonus eligibility tied to individual and team performance metrics.
• Comprehensive medical, dental, and vision insurance plans.
• Paid time off (PTO) and holidays.
• Company‑provided equipment (laptop, headset, webcam) and a stipend for high‑speed internet.
• Paid training and onboarding program to accelerate your success.
• Opportunities for career advancement and internal mobility.

Career Growth & Learning Opportunities

brighthush is committed to your professional development. As a Remote Customer Service & Retention Specialist, you will have access to:

• Structured mentorship programs pairing you with seasoned leaders.
• Regular skill‑building workshops covering advanced troubleshooting, sales techniques, and customer psychology.
• Cross‑departmental shadowing to broaden your understanding of the business.
• Clear career pathways leading to roles such as Senior Support Specialist, Team Lead, or Customer Experience Manager.
• Annual performance reviews with actionable feedback and growth plans.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values innovation, empathy, and excellence. You’ll work alongside passionate professionals who are dedicated to making a difference in the lives of millions of customers. Your contributions will directly impact customer satisfaction, retention, and the overall success of the company.

Ready to take the next step in your career? Bring your enthusiasm, problem‑solving skills, and customer‑first mindset to brighthush and help us keep the world connected.

How to Apply

Interested candidates should click the link below to submit their application. We look forward to learning how your unique talents can contribute to the brighthush family.

Apply to this Remote Customer Service & Retention Specialist position at brighthush