Senior Maritime Customer Service Representative – Credentialing & Support Specialist – Remote, Full‑Time – Elevate National Maritime Safety with brighthush

About brighthush

brighthush is a forward‑thinking, mission‑driven organization that partners with federal agencies to deliver world‑class customer support solutions. Our focus on the maritime sector means we play a pivotal role in ensuring that merchant mariners, industry stakeholders, and the public receive timely, accurate, and compassionate assistance. With a culture that champions innovation, integrity, and inclusivity, brighthush empowers its people to grow, learn, and make a tangible impact on national security and maritime safety.

Industry Landscape & Why It Matters

The maritime industry is the backbone of global trade, moving more than 90% of the world's goods by volume. As the industry evolves, so do the regulatory frameworks that keep it safe, efficient, and sustainable. The U.S. Coast Guard’s National Maritime Center (NMC) is at the heart of this ecosystem, overseeing merchant mariner credentialing, safety inspections, and compliance enforcement. By joining brighthush, you become part of a critical support network that ensures mariners are properly licensed, compliant, and ready to serve the nation’s maritime interests.

Position Overview

We are seeking a Senior Maritime Customer Service Representative to join our remote team and provide exceptional support to the U.S. Coast Guard National Maritime Center’s Contact Center. In this role, you will be the frontline liaison for merchant mariners, the public, and other stakeholders, guiding them through the complex Merchant Mariner credentialing process. Your ability to quickly grasp regulatory frameworks, combined with outstanding communication skills, will ensure that every interaction reflects the high standards of brighthush and the U.S. Coast Guard.

Key Responsibilities

• Handle inbound and outbound calls, emails, and chat inquiries from a diverse customer base, including merchant mariners, industry partners, and the general public.
• Provide clear, accurate, and timely information regarding credentialing requirements, application status, and procedural updates.
• Employ active listening techniques to understand customer concerns, confirm details, and de‑escalate challenging situations.
• Build and maintain strong, trust‑based relationships with customers and internal team members, fostering a collaborative and supportive environment.
• Utilize brighthush’s proprietary software, databases, and scripts to document interactions, track progress, and ensure compliance with U.S. Coast Guard policies.
• Consistently meet or exceed call center metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Participate in ongoing training sessions to stay current on regulatory changes, new tools, and best practices in customer service.
• Collaborate with cross‑functional teams—including compliance, training, and technology—to continuously improve service delivery.
• Act as a subject matter expert on merchant mariner credentialing, providing guidance to new hires and peers.
• Contribute to the development of knowledge base articles, FAQs, and training materials that enhance the overall customer experience.

Essential Qualifications

• Must possess a Public Trust Clearance or be eligible to obtain one.
• Educational requirement: Bachelor’s degree in any discipline (no prior experience required) OR high school diploma (or equivalent) with a minimum of six (6) years of relevant customer service experience.
• Exceptional written and verbal communication skills, with the ability to convey complex information in a clear, concise manner.
• Proven ability to handle high‑volume, fast‑paced call center environments while maintaining a calm, professional demeanor.
• Strong problem‑solving skills and a proactive approach to identifying and resolving customer issues.
• Demonstrated commitment to confidentiality, data security, and adherence to federal regulations.
• Experience using CRM platforms, call routing systems, and Microsoft Office Suite.

Preferred Qualifications

• Experience in a maritime, transportation, or federal agency support role.
• Familiarity with the Merchant Mariner credentialing process or related regulatory frameworks.
• Knowledge of compliance standards such as ISO 9001 or equivalent quality management systems.
• Previous experience in a remote or hybrid work setting, with a track record of self‑management and time‑zone flexibility.
• Experience with data analytics tools or reporting dashboards.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and a genuine desire to help customers succeed.
• Communication Excellence: Articulate, empathetic, and persuasive in both written and spoken formats.
• Technical Proficiency: Comfortable navigating multiple software applications, databases, and communication tools.
• Analytical Thinking: Ability to interpret data, identify trends, and propose actionable improvements.
• Adaptability: Thrive in a dynamic environment with evolving policies and priorities.
• Team Collaboration: Work effectively with colleagues across departments to achieve shared goals.
• Integrity & Discretion: Uphold the highest standards of confidentiality and ethical conduct.
• Time‑Management: Prioritize tasks efficiently in a fast‑paced, remote setting.

Career Growth & Development

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Structured onboarding programs that immerse you in the maritime industry and U.S. Coast Guard operations.
• Continuous training modules covering regulatory updates, advanced customer service techniques, and leadership fundamentals.
• Mentorship opportunities with seasoned professionals who can guide your career trajectory.
• Clear pathways to senior customer service roles, team leadership, or specialized positions within the maritime compliance domain.
• Cross‑functional projects that broaden your skill set and expose you to new facets of the organization.
• Annual performance reviews that align your goals with brighthush’s strategic objectives.
• Access to industry conferences, webinars, and certification programs at no additional cost.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. As a remote team member, you will enjoy:

• Flexible scheduling that respects work‑life balance while meeting operational needs.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events to foster camaraderie.
• A supportive manager who values autonomy, provides constructive feedback, and champions your growth.
• Access to cutting‑edge technology that streamlines workflows and enhances productivity.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Opportunities to contribute to community outreach and maritime safety initiatives.

Compensation & Benefits

While specific figures are tailored to experience and qualifications, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for remote customer service roles.
• Performance‑based bonuses tied to key metrics such as customer satisfaction and first‑contact resolution.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Professional development stipend and tuition reimbursement for relevant courses.
• Wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend to support a high‑quality home office setup.
• Employee assistance program (EAP) for confidential counseling and support.

How to Apply

If you are ready to join a mission‑driven organization that values your expertise and offers a platform for growth, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal candidate for this role. brighthush is an Equal Opportunity Employer and welcomes applicants from all backgrounds.