Senior Customer Retention Specialist – Remote Agent Champion – Mastering Client Loyalty, In‑Book Sales, and Exceptional Service Delivery at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric insurance agency that has been empowering communities for over two decades. With a deep commitment to personalized service, innovative technology, and a culture of continuous learning, we help individuals and businesses protect what matters most—homes, vehicles, health, and peace of mind. Our team thrives on collaboration, integrity, and a shared passion for exceeding client expectations.

Why Join brighthush?

At brighthush, we believe that every client interaction is an opportunity to build lasting relationships and create value. As a fully remote Customer Retention Specialist, you will be the frontline champion of our existing book of business, ensuring that every policyholder feels heard, supported, and fully protected. You’ll work alongside a dynamic, high‑performing team that values autonomy, innovation, and a results‑driven mindset.

Key Highlights

• Fully remote, 100% flexible work environment
• Competitive base salary plus performance incentives
• Established book of business with high retention potential
• Ongoing training, mentorship, and career advancement pathways
• Inclusive, supportive culture that celebrates diversity and teamwork

Role Overview

As a Customer Retention Specialist at brighthush, you will be responsible for managing the day‑to‑day service needs of our existing policyholders while proactively identifying opportunities to enhance coverage and drive in‑book sales. Your primary focus will be to deliver a seamless, personalized experience that keeps clients loyal and satisfied, all while operating independently in a remote setting.

Core Responsibilities

• Handle policy changes, billing inquiries, renewals, and coverage questions with professionalism and speed.
• Conduct proactive outreach, including policy reviews and risk assessments, to ensure clients are fully protected.
• Identify coverage gaps and recommend tailored solutions that align with each client’s unique needs.
• Transition naturally from service conversations into needs‑based in‑book sales, cross‑selling Auto, Home, Renters, Life, and other relevant products.
• Resolve any concerns or complaints promptly, strengthening trust and long‑term relationships.
• Maintain accurate, up‑to‑date documentation in agency systems, ensuring compliance and audit readiness.
• Track and report on key performance indicators such as retention rates, sales volume, and customer satisfaction scores.
• Collaborate with the agency’s leadership and support teams to refine processes and enhance the client experience.

Essential Qualifications

• Minimum of 1 year of experience working within an insurance agency environment.
• Active Property & Casualty license and active Life & Health license.
• Proven track record of servicing and retaining an existing book of business.
• Comfortable with in‑book sales, cross‑selling, and coverage reviews.
• Strong communication skills, both written and verbal, with the ability to build rapport over the phone and via digital channels.
• Self‑motivated, organized, and able to thrive in a fully remote, independent contractor setting.
• Professional reference from a former agency employer or colleague who can attest to your performance and work ethic.

Preferred Qualifications

• Experience with CRM platforms such as Salesforce, HubSpot, or similar.
• Knowledge of industry regulations and compliance standards.
• Multilingual capabilities, especially Spanish, to serve a diverse client base.
• Prior experience in a high‑volume call center or customer service role.
• Demonstrated ability to meet or exceed sales targets and retention goals.

Skills & Competencies

• Customer‑first mindset: Anticipate needs and exceed expectations.
• Problem‑solving: Quickly diagnose issues and provide effective solutions.
• Time management: Prioritize tasks and meet deadlines in a fast‑paced environment.
• Adaptability: Thrive in a remote setting and adjust to evolving processes.
• Team collaboration: Share insights and best practices with peers and leadership.
• Data‑driven: Use metrics to inform decisions and improve service quality.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Regular training sessions on product knowledge, sales techniques, and customer engagement.
• Mentorship from senior agents and leadership who share their expertise and guidance.
• Opportunities to transition into higher‑level roles such as Senior Retention Specialist, Sales Manager, or Agency Owner.
• Participation in industry conferences, webinars, and certification programs.

Work Environment & Culture

Our remote work model empowers you to balance professional responsibilities with personal life. You’ll enjoy:

• Flexible scheduling that respects your time and commitments.
• A supportive virtual community that fosters collaboration and camaraderie.
• Regular virtual team gatherings, brainstorming sessions, and social events.
• A culture that values transparency, accountability, and continuous improvement.

Compensation & Benefits

While the base salary ranges from $45,000 to $65,000 annually, your earning potential is amplified through performance incentives and in‑book sales commissions. Additional benefits include:

• Health, dental, and vision insurance options (available to eligible contractors).
• Retirement savings plan with company match (for eligible contractors).
• Paid time off and holidays.
• Access to a comprehensive benefits portal for self‑service and support.
• Employee referral program with generous bonuses.

How to Apply

If you’re a licensed insurance professional with a passion for customer service, a knack for uncovering opportunities, and the discipline to excel in a remote setting, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush’s Customer Retention Specialist role.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and contractors. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.

Ready to take the next step in your career? Join brighthush and help us build stronger, more resilient communities—one client at a time.