Senior Customer Experience Coordinator – National Accounts Launch & Ongoing Support Specialist – Champion Seamless Onboarding, Billing Excellence, and Account Health at brighthush – Growth‑Driven Franchise Network

Why brighthush?

At brighthush, we’re not just a franchise network; we’re a movement that redefines how residential and commercial services are delivered across the United States. With a portfolio that spans outdoor living, roofing, irrigation, insulation, and window solutions, brighthush empowers franchise owners with cutting‑edge tools, world‑class training, and relentless support. Our mission is simple yet ambitious: deliver exceptional products and services while fostering a culture of innovation, collaboration, and continuous improvement.

Backed by a robust investment partner and fueled by a growth‑oriented mindset, brighthush is committed to building a workplace where talent is nurtured, ideas are celebrated, and every team member can make a measurable impact. If you thrive in a fast‑paced environment, love crafting unforgettable customer experiences, and want to be part of a company that values excellence, brighthush is the place for you.

Role Overview

The Senior Customer Experience Coordinator (CEC) is the linchpin that ensures every national account launches flawlessly and continues to receive world‑class support. From the moment a contract is signed to the ongoing health of the account, the CEC owns the entire lifecycle, coordinating cross‑functional teams, managing documentation, and driving proactive communication. This role demands a blend of project management acumen, meticulous attention to detail, and a customer‑first mindset.

What You’ll Do

Account Launch Ownership

• Maintain a dynamic launch checklist, timeline, and readiness status for each national account, ensuring all tasks are completed before go‑live.
• Translate customer requirements into actionable setup tasks in collaboration with National Accounts and Operations teams.
• Coordinate the collection and verification of essential documentation—signed agreements, service requirements, certificates of insurance (COIs), customer contacts, and billing instructions.
• Confirm that approved pricing is accurately reflected across all systems and customer portals.
• Validate service coverage and identify responsible service providers, documenting any gaps and escalation contacts prior to launch.
• Oversee the setup of customer accounts, locations, portals, and work orders with the appropriate internal teams.
• Align invoice requirements, purchase order procedures, supporting documentation, submission methods, and payment terms with Accounts Receivable.
• Communicate launch requirements and responsibilities clearly to internal stakeholders and external service partners.
• Track outstanding items, proactively raise launch risks, and secure readiness confirmation from responsible parties before go‑live.
• Monitor initial work orders and billing activity to spot and resolve early account issues.

Customer Experience & Communication

• Act as the central point of contact for customer updates, administrative inquiries, service concerns, and billing questions.
• Deliver timely, accurate updates on scheduling, work status, outstanding items, and issue resolution.
• Track customer concerns with a clear owner, next action, and expected resolution date.
• Coordinate responses with the appropriate team and follow through until issues are fully resolved.
• Maintain meticulous records of all customer communications, commitments, and account requirements.
• Escalate concerns that could impact service delivery, customer satisfaction, or the overall account relationship.

Operations & Billing Coordination

• Facilitate seamless communication between National Accounts, Operations, franchisees or service providers, and Accounts Receivable.
• Monitor open work orders and follow up on missing updates, overdue activity, and incomplete documentation.
• Confirm that completed work includes all information required for accurate billing.
• Resolve invoice discrepancies, rejected invoices, missing purchase orders, and customer billing questions.
• Track outstanding billing issues and support Accounts Receivable with customer communication and documentation.
• Identify recurring administrative or service gaps and recommend practical process improvements.

Account Health & Performance Tracking

• Maintain an account health tracker that displays open work orders, response times, completion status, documentation compliance, unresolved customer issues, and billing exceptions.
• Monitor performance against each account’s agreed service requirements and flag exceptions promptly.
• Provide regular account status reports to National Accounts and Operations, highlighting overdue items, recurring issues, and required actions.
• Ensure reporting is accurate and current so teams can act on account risks.
• Track corrective actions through completion and identify patterns that could affect customer retention or account growth.

Success Metrics

As a Senior CEC, your impact will be measured by:

• Launch readiness score – the percentage of accounts that go live on time without critical issues.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS) improvements within the first 90 days of launch.
• Reduction in billing discrepancies and invoice rejection rates.
• Average time to resolve customer concerns and close work orders.
• Account health score – a composite metric of service compliance, billing accuracy, and customer feedback.

Essential Qualifications

• Minimum of 2 years’ experience in project coordination, account management, or a related role.
• Exceptional organizational skills with the ability to manage multiple accounts, tasks, and deadlines simultaneously.
• Excellent written and verbal communication skills, delivered with a professional, customer‑focused tone.
• Proven ability to take ownership of follow‑up and coordinate work across cross‑functional teams without direct supervisory authority.
• Strong attention to detail when handling pricing, documentation, account records, and billing requirements.
• Proficiency with Microsoft Office, CRM systems, customer portals, and work order platforms.

Preferred Qualifications

• Experience supporting multi‑location customers, franchise organizations, or field service businesses.
• Familiarity with certificates of insurance (COIs), invoicing, and Accounts Receivable processes.
• Knowledge of the residential or commercial service industry and its regulatory landscape.

Skills & Competencies

• Project Management – Ability to orchestrate complex launch processes and keep all stakeholders aligned.
• Customer‑Centric Mindset – Passion for delivering exceptional service and anticipating client needs.
• Analytical Thinking – Skill in interpreting data, spotting trends, and recommending actionable improvements.
• Collaboration – Comfortable working with diverse teams, including Operations, Finance, and Service Providers.
• Problem Solving – Quick to identify root causes and implement effective solutions.
• Adaptability – Thrive in a dynamic environment where priorities can shift rapidly.
• – Clear, concise, and persuasive in both written and verbal formats.
• Technology Savvy – Comfortable learning new tools and integrating them into daily workflows.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Experience Coordinator, you will:

• Gain exposure to national account management across multiple brands, broadening your industry knowledge.
• Develop expertise in cross‑functional collaboration, project management, and customer success strategies.
• Participate in leadership development programs and mentorship initiatives that prepare you for future roles in account management, operations, or business development.
• Access continuous learning resources, including workshops, certifications, and industry conferences.
• Take advantage of a structured career ladder that rewards performance, initiative, and innovation.

Work Environment & Company Culture

brighthush fosters a culture of transparency, innovation, and mutual respect. Our teams are empowered to:

• Take initiative and own their projects.
• Share ideas openly and collaborate across departments.
• Balance professional growth with personal well‑being through flexible work arrangements and wellness programs.
• Celebrate successes together, reinforcing a sense of community and shared purpose.
• Engage in regular town‑hall meetings, hackathons, and cross‑team brainstorming sessions that keep the energy high and the ideas flowing.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market rates.
• Performance‑based bonuses tied to account health metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, holidays, and flexible scheduling options.
• Professional development budget and tuition reimbursement.
• Employee discount programs across our brand portfolio.
• Access to a company‑wide wellness portal, including mental health resources and fitness subsidies.

How to Apply

If you’re ready to take ownership of national account launches, drive customer satisfaction, and contribute to a dynamic, growth‑oriented organization, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Customer Experience Coordinator role at brighthush.

Equal Opportunity Statement

brighthush is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. brighthush makes hiring decisions solely on qualifications, merit, and business needs at the time.

Disclaimer

This job description is not exhaustive and may be amended to reflect changing business needs. Employees may be required to perform additional duties as directed by authorized supervisors. All duties listed are essential functions and may be modified to accommodate individuals with disabilities. This document does not constitute an employment contract.

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