Senior Customer Care Specialist – Warranty & Homeowner Support – Remote (Arizona) – Join brighthush's Customer Experience Team

About brighthush and the Opportunity

brighthush is a leading innovator in the residential construction and home‑ownership space, dedicated to delivering exceptional value and peace of mind to homeowners across the United States. Our mission is simple yet powerful: “Love the Customer”. We believe that every homeowner deserves a seamless, transparent, and supportive experience from the moment they purchase a home to the day they call it their own.

As a global leader in homebuilding, brighthush has built a reputation for quality craftsmanship, cutting‑edge technology, and a customer‑centric culture that permeates every level of our organization. We are now expanding our National Customer Care team and are looking for a highly motivated, empathetic, and detail‑oriented Customer Care Specialist to join our remote workforce in Arizona.

In this role, you will be the frontline advocate for our homeowners and internal warranty teams, ensuring that every interaction reflects brighthush’s commitment to excellence. You will work across multiple communication channels—phone, email, chat, SMS, and more—to resolve inquiries, manage service tickets, and drive proactive outreach initiatives that keep our customers informed and satisfied.

Key Responsibilities

As a Customer Care Specialist at brighthush, you will:

• Handle inbound customer inquiries across phone, email, chatbot, SMS, and internet chat, addressing warranty questions, emergencies, and escalated issues with professionalism and empathy.
• Conduct proactive outbound communications to gather feedback, confirm completed work, and follow up on unresolved matters, ensuring a high level of customer satisfaction.
• Execute outbound calls for the Love Connection program and survey collection efforts, driving engagement and gathering valuable insights for continuous improvement.
• Create and manage warranty service tickets from webform submissions and other channels, ensuring accurate documentation and timely resolution.
• through the Customer Portal, guiding homeowners through the process and ensuring a smooth experience.
• Record, distribute, and manage customer escalations within the SharePoint system, collaborating with cross‑functional teams to resolve issues efficiently.
• Collaborate with Customer Experience Managers and divisional warranty leadership to align support strategies with business objectives and customer needs.
• Generate and distribute Power BI reports for survey outreach, providing actionable insights to improve service delivery.
• Operate proficiently across multiple software platforms including CRM systems, telephony, surveys, and internal communication tools, ensuring seamless workflow and data integrity.
• Maintain a deep understanding of brighthush policies, principles, and departmental strategies, staying up‑to‑date with industry best practices.
• Perform additional duties as assigned to support the overall success of the Customer Care team.

Essential Qualifications

To thrive in this role, you should possess:

• High school diploma or GED (or equivalent).
• Proven experience in customer service, preferably within a homebuilding warranty or related field.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
• Strong relationship‑building skills, capable of establishing trust and rapport with diverse stakeholders.
• Exceptional attention to detail and organizational abilities, ensuring accurate record‑keeping and timely follow‑ups.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook) and a willingness to learn new tools such as Power BI, SharePoint, and CRM platforms.
• Typing speed of 40–50 words per minute, with a focus on accuracy.
• Ability to work independently and collaboratively within a remote team environment.
• Strong problem‑solving skills, able to resolve issues quickly and effectively under pressure.
• Active listening skills, ensuring that customer concerns are fully understood and addressed.
• Composure under pressure, maintaining professionalism during high‑volume periods.

Preferred Qualifications

While not mandatory, the following experience and skills will set you apart:

• Experience in a homebuilding warranty department or a related customer support role.
• Familiarity with warranty claim processes and home‑building industry terminology.
• Experience with telephony systems, chat platforms, and SMS communication tools.
• Knowledge of data visualization tools such as Power BI or Tableau.
• Previous remote work experience, demonstrating self‑discipline and time‑management skills.

Skills & Competencies

Success in this role requires a blend of technical, interpersonal, and analytical skills:

• Customer‑centric mindset – always prioritizing the homeowner’s experience.
• Communication excellence – clear, concise, and empathetic communication across all channels.
• Technical proficiency – comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Analytical thinking – ability to interpret data, identify trends, and recommend improvements.
• Collaboration & teamwork – working effectively with cross‑functional teams to resolve complex issues.
• Adaptability – thriving in a fast‑paced, evolving environment.
• Time management – juggling multiple priorities while meeting deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Care Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on industry best practices, new technologies, and customer experience strategies.
• Clear career pathways within the Customer Experience, Warranty, and Operations divisions.
• Opportunities to lead projects, pilot new initiatives, and contribute to company‑wide process improvements.
• Access to a robust internal knowledge base and continuous learning resources.

Work Environment & Culture

brighthush fosters a culture of collaboration, innovation, and inclusivity. As a remote team member, you will enjoy:

• Flexible work hours that accommodate your personal commitments.
• A supportive virtual community with regular team check‑ins, virtual coffee breaks, and cross‑departmental networking.
• Access to cutting‑edge technology and tools that enable efficient, high‑quality service delivery.
• A culture that celebrates diversity, encourages open dialogue, and values each individual’s unique contributions.
• Recognition programs that reward outstanding performance and customer‑centric achievements.

Compensation, Perks, and Benefits

While specific salary ranges are determined by experience and qualifications, brighthush offers a competitive compensation package that includes:

• Competitive base salary with performance‑based bonuses.
• Comprehensive health benefits (medical, dental, vision, prescription drug coverage).
• 401(k) retirement plan with company matching contributions.
• Flexible spending accounts for healthcare and dependent care.
• Disability and life insurance options.
• Paid time off, including vacation and company holidays.
• Tuition reimbursement for approved professional development courses.
• Employee assistance program (EAP) for mental health and well‑being support.
• Homeownership benefits, such as a home purchase rebate program and mortgage assistance.
• Regular team events, virtual happy hours, and community service opportunities.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that places the homeowner at the center of everything we do. You will:

• Make a tangible impact on the lives of thousands of homeowners, ensuring their homes remain safe, comfortable, and well‑maintained.
• Work with a passionate, diverse team that values innovation, collaboration, and continuous improvement.
• Grow your career in a supportive environment that rewards initiative, creativity, and customer‑first thinking.
• Enjoy the flexibility of remote work while staying connected to a vibrant, global community.

Ready to Apply?

If you are a dedicated, customer‑focused professional who thrives in a fast‑paced, remote environment, we invite you to join brighthush’s Customer Experience family. Bring your expertise, enthusiasm, and commitment to excellence, and help us continue to deliver the highest level of service to our homeowners.

To apply, click the link below and submit your resume and cover letter. We look forward to learning how you can contribute to brighthush’s continued success.