Senior Customer Retention & Cancellation Specialist – Remote – Champion Customer Loyalty, Drive Retention, and Reduce Cancellations at brighthush

About brighthush

brighthush is not just another auto‑glass provider; we are a technology‑driven, customer‑centric revolution that has reshaped how drivers across the United States experience vehicle repair and replacement. With a footprint in more than 100 cities, we combine cutting‑edge hardware, AI‑powered scheduling, and a relentless focus on transparency to deliver a service that is fast, hassle‑free, and deeply personal. Our mission is simple yet powerful: protect drivers and their vehicles while ensuring every interaction feels trustworthy, efficient, and genuinely caring.

Why brighthush?

At brighthush, growth is a shared journey. Our culture is built on high standards, accountability, open communication, teamwork, and continuous improvement. We empower our people to own their work, innovate, and make a real impact on the lives of our customers. Whether you are a seasoned professional or just starting your career, you’ll find a supportive, growth‑oriented environment where your ideas are heard, your contributions are recognized, and your career trajectory is crystal clear.

Role Overview

We are seeking a highly motivated Senior Customer Retention & Cancellation Specialist to join our remote team. This is not a typical customer‑service role; it’s a strategic position that directly influences revenue, customer loyalty, and brand reputation. You will engage with customers who are considering canceling their scheduled auto‑glass service, uncover the root cause of their hesitation, and work collaboratively to turn potential cancellations into completed services. Your success will be measured by the number of cancellations averted, the quality of the customer experience, and the insights you bring back to the organization.

Key Responsibilities

• Proactively reach out to customers requesting to cancel their scheduled service and conduct a thorough needs assessment.
• Identify the underlying reason for each cancellation request—whether it’s a scheduling conflict, price concern, service dissatisfaction, or other factors.
• Employ consultative selling techniques to present tailored solutions, alternative scheduling options, and value‑added services that address the customer’s concerns.
• Handle objections with empathy, confidence, and a solution‑oriented mindset, ensuring the customer feels heard and respected.
• Collaborate seamlessly with Dispatch, Customer Service, and other cross‑functional teams to resolve issues and secure the order.
• Document every interaction in the CRM, capturing cancellation reasons, retention attempts, outcomes, and any follow‑up actions.
• Analyze cancellation trends, identify recurring pain points, and present actionable insights to management for continuous improvement.
• Maintain a high level of customer satisfaction even when an order cannot be retained, ensuring a positive brand experience.
• Meet or exceed individual and team KPIs related to retention rates, order savings, follow‑up completion, and service quality.
• Own the entire case lifecycle—from initial contact through final resolution—while adhering to brighthush policies and exercising sound judgment.

Essential Qualifications

• Minimum of 2 years’ experience in customer service, retention, sales, collections, call center operations, or a related customer‑facing role.
• Fluent in English, both spoken and written, with exceptional verbal communication skills.
• Strong sales, retention, negotiation, and objection‑handling abilities.
• Proven track record of maintaining composure and professionalism during high‑pressure conversations.
• Excellent active listening, problem‑solving, and decision‑making skills.
• Results‑driven mindset with a strong sense of accountability and ownership.
• Organizational excellence and meticulous follow‑up capabilities.
• Ability to thrive in a fast‑paced, dynamic environment and collaborate effectively with cross‑functional teams.
• Experience using CRM, call‑center, or sales software is a plus.

Preferred Qualifications

• Experience in the automotive or service industry.
• Knowledge of scheduling and dispatch systems.
• Prior remote work experience with a proven track record of meeting or exceeding performance metrics.
• Comfortable using data analytics tools to identify trends and drive process improvements.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strong interpersonal skills and the ability to build rapport quickly.
• Strategic thinking and the ability to translate customer insights into actionable solutions.
• Adaptability and resilience in handling diverse customer personalities and situations.
• Tech‑savvy with proficiency in Microsoft Office, Google Workspace, and CRM platforms.
• Time‑management skills that allow juggling multiple priorities while maintaining quality.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Senior Customer Retention & Cancellation Specialist, you’ll gain:

• Hands‑on experience in high‑impact sales and customer‑experience strategies.
• Mentorship from seasoned retention experts and cross‑functional leaders.
• Access to a comprehensive learning portal featuring courses on negotiation, conflict resolution, and data analytics.
• Clear career pathways into senior retention roles, account management, or operations leadership.
• Regular performance reviews that highlight growth areas and reward achievements.

Work Environment & Culture

Working remotely means you can create your own productive workspace while staying connected to a vibrant, collaborative team. We provide:

• High‑speed internet stipend and a noise‑canceling headset allowance.
• Flexible scheduling options to accommodate different time zones.
• Regular virtual team‑building events, knowledge‑sharing sessions, and wellness initiatives.
• A culture that celebrates transparency, continuous learning, and mutual respect.

Compensation & Perks

While specific figures may vary based on experience, we offer a competitive base salary complemented by performance‑based incentives. Additional benefits include:

• Health, dental, and vision insurance (for eligible employees).
• Paid time off and flexible vacation policies.
• 401(k) matching program.
• Employee referral bonuses.
• Professional development budget.
• Access to a digital wellness platform.

How to Apply

Ready to make a tangible difference in the lives of drivers across the country? Click the link below to submit your application and join the brighthush family.

Apply to this role

Closing Statement

At brighthush, we’re more than a company; we’re a community of innovators who are passionate about protecting drivers and elevating the auto‑glass experience. If you thrive on turning challenges into opportunities, enjoy engaging with customers on a personal level, and are eager to grow within a forward‑thinking organization, we want to hear from you. Join us and help shape the future of auto‑glass service—one conversation at a time.