Senior Customer Experience Advocate – Inbound Contact Center Specialist – Millcreek, PA – Champion Exceptional Service, Innovation, and Career Growth at brighthush

About brighthush – A Legacy of Trust, Innovation, and Customer‑First Culture

For more than five decades, brighthush has stood as a beacon of reliability and forward‑thinking in the insurance landscape. What began as a regional provider has evolved into a nationally recognized leader, offering a full spectrum of property, casualty, life, and specialty lines that protect millions of policyholders across the United States. Yet, what truly sets brighthush apart is not just the breadth of our products, but the depth of our commitment to delivering an exceptional customer experience at every touchpoint.

We celebrate diversity, champion inclusion, and relentlessly pursue continuous learning. Every team member is empowered to innovate, collaborate, and excel—whether that means refining a policy, streamlining a claim, or simply answering a customer’s question with empathy and expertise. At brighthush, your voice matters, your ideas shape the future, and your growth is a priority.

Why Join brighthush – Where Stability Meets Agility

At brighthush, you’ll find a workplace that blends the stability of a well‑established organization with the entrepreneurial spirit of a high‑growth startup. We invest heavily in our people, offering a comprehensive suite of benefits and development opportunities designed to help you thrive both personally and professionally:

• Competitive, performance‑based salary ranges that reflect your experience and the value you bring.
• Full‑coverage health, dental, vision, and prescription plans that begin on your first day.
• Industry‑leading retirement options, including a traditional pension plan and a 401(k) with up to a 4% employer match.
• Generous paid time off, parental leave, bereavement days, and flexible scheduling options to support work‑life balance.
• Robust learning and development programs, including tuition reimbursement, professional certifications, and internal knowledge‑sharing forums.
• Well‑being initiatives such as paid volunteer hours, charitable donation matching, and wellness resources.

Position Overview – Your Role as the Voice of brighthush

As a Senior Customer Experience Advocate at brighthush, you will be the frontline voice that shapes every interaction our customers have with the company. Based in our Millcreek, PA office, you will handle inbound calls, resolve inquiries, and guide policyholders, agents, and partners through our comprehensive suite of insurance products. Your role is pivotal in maintaining the high standards of service that brighthush is known for.

Key Responsibilities – What Your Day Looks Like

• Handle an average of 65–75 inbound calls per day, delivering clear, concise, and accurate information.
• Navigate multiple platforms—including CRM, policy management, and billing systems—to access customer data and resolve issues efficiently.
• Apply in‑depth knowledge of brighthush products, policies, and procedures to address inquiries, complaints, and policy changes.
• Escalate complex issues to the appropriate department while maintaining a high level of customer satisfaction.
• Document all interactions in the system, ensuring compliance with internal controls and regulatory requirements.
• Participate in ongoing training sessions to stay current on product updates, industry trends, and compliance standards.
• Mentor new hires and serve as a subject‑matter expert for the Customer Service Department.
• Maintain a professional, empathetic, and solution‑focused demeanor at all times.
• Adhere to brighthush’s quality standards, including call monitoring and performance metrics.
• Support special projects and process improvements as directed by management.

Essential Qualifications – What We Expect

• Bachelor’s degree in Business, Communications, or a related field, or an Associate’s degree plus two years of experience in a call center, customer service, or insurance operations.
• High school diploma or GED with four years of relevant experience is also acceptable.
• Strong typing speed (minimum 28 words per minute) and proficiency with Microsoft Office (Word, Excel).
• Excellent verbal and written communication skills.
• Demonstrated ability to handle high‑volume, fast‑paced environments with patience and professionalism.
• Knowledge of billing practices and procedures is preferred.
• Valid driver’s license and willingness to travel to other brighthush locations if required.

Preferred Qualifications – Bonus Points

• Property and Casualty insurance license or other relevant industry certifications.
• Experience with insurance policy administration, claims processing, or underwriting.
• Familiarity with call‑center metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Experience in a supervisory or mentorship role.

Skills & Competencies – The DNA of Success

• Customer Focus: Ability to understand and anticipate customer needs, delivering personalized solutions.
• Problem Solving: Analytical mindset to diagnose issues and propose effective resolutions.
• Communication: Clear, concise, and empathetic communication across all channels.
• Adaptability: Thrive in a dynamic environment with evolving policies and technologies.
• Team Collaboration: Work effectively with cross‑functional teams to achieve shared goals.
• Time Management: Prioritize tasks and manage workload to meet performance targets.
• Integrity: Uphold brighthush’s values of trust, accountability, and ethical conduct.