Senior National Accounts Customer Service Representative – Remote Dispatch & Client Relations Specialist at brighthush

About brighthush

At brighthush, we are the heartbeat of secure, seamless movement across the world’s most critical environments. From state‑of‑the‑art automatic doors to cloud‑based access management solutions, our products empower schools, banks, airports, hospitals, hotels, and countless other venues to operate safely, efficiently, and sustainably. With a legacy spanning more than 160 years, brighthush has consistently set industry standards through relentless innovation, customer focus, and a commitment to excellence.

Our global footprint includes over 16,000 experts who collaborate across cultures, disciplines, and continents. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic, inclusive environment where your ideas matter, your growth is nurtured, and your impact is tangible.

Position Overview

We are seeking a highly motivated National Accounts Customer Service Representative to join our remote team in the United States (preferably Eastern or Central time zone). In this pivotal role, you will be the primary point of contact for our key national accounts, ensuring that every service request is handled with precision, professionalism, and a customer‑centric mindset. Your responsibilities will span from receiving inbound calls to dispatching technicians and subcontractors across the country, all while maintaining meticulous documentation and fostering lasting client relationships.

Key Responsibilities

• Inbound Call Management: Receive, triage, and disposition service calls from high‑value customers, ensuring each inquiry is addressed promptly and accurately.
• Dispatch Coordination: Allocate service calls to the appropriate branches, technicians, and subcontractors, optimizing resource utilization and minimizing response times.
• Customer Communication: Maintain clear, consistent communication with clients regarding estimated times of arrival (ETAs), approvals, and any changes to service scope. Utilize customer portals to submit and track information.
• Shift Handover: Seamlessly transition information to dispatchers and CSRs on different shifts, ensuring continuity of service and a unified customer experience.
• Reporting & Analytics: Generate and analyze monthly and quarterly reports on account productivity, service metrics, and customer satisfaction. Use insights to recommend process improvements.
• On‑Call Support: Participate in a rotating on‑call schedule, ensuring that critical incidents are addressed outside of regular business hours.
• Continuous Improvement: Collaborate with cross‑functional teams to refine dispatch protocols, enhance customer portal functionality, and implement best practices.

Essential Qualifications

• Minimum of 2 years’ experience in customer service, dispatch operations, or a related field.
• High school diploma or equivalent; additional certifications in logistics, customer relationship management (CRM), or related areas are a plus.
• Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Excellent verbal and written communication skills, capable of conveying complex information clearly and concisely.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience navigating customer portals.
• Willingness to be on call once a month, demonstrating flexibility and commitment to client needs.

Preferred Qualifications

• Industry experience in access control, security solutions, or related sectors.
• Advanced computer proficiency, including familiarity with CRM platforms, ticketing systems, and data analytics tools.
• Experience managing subcontractor relationships and coordinating nationwide service deployments.
• Knowledge of safety regulations, compliance standards, and industry best practices.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term client trust.
• Problem‑Solving: Ability to diagnose issues quickly, propose solutions, and follow through to resolution.
• Attention to Detail: Meticulous record‑keeping and documentation to ensure accuracy and accountability.
• Team Collaboration: Strong interpersonal skills to work effectively with dispatchers, technicians, and internal stakeholders.
• Adaptability: Comfortable navigating changing priorities, shifting schedules, and evolving customer needs.
• Tech Savvy: Comfortable learning new software, tools, and platforms on the fly.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a National Accounts Customer Service Representative, you will:

• Participate in our Learn and Grow Program, gaining access to structured learning paths, mentorship, and leadership development.
• Leverage 24/7 access to over 15,000 LinkedIn Learning courses to deepen technical knowledge, enhance soft skills, and pursue personal interests.
• Benefit from a Tuition Reimbursement Program that supports further education and certifications aligned with your career goals.
• Advance into higher‑level roles such as Senior Dispatch Manager, Customer Success Lead, or Operations Director, with clear pathways and internal mobility.
• Engage in cross‑functional projects that expose you to product development, sales strategy, and global operations.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and empowerment. You will find:

• A remote‑first mindset that offers flexibility while maintaining strong team cohesion through regular virtual huddles, town halls, and collaborative tools.
• A employee‑first philosophy that prioritizes well‑being, work‑life balance, and personal growth.
• Opportunities to make a real impact on the safety and efficiency of critical infrastructure worldwide.
• A supportive network of peers, mentors, and leaders who celebrate successes and learn from challenges together.

Compensation, Perks, and Benefits

While the base hourly rate ranges from $20.00 to $24.00, your total compensation package at brighthush is designed to reward performance, dedication, and expertise.

• Competitive Base Salary: Reflective of your experience, skills, and market benchmarks.
• Health & Wellness: Immediate coverage options for medical, dental, vision, life, and disability insurance—no waiting periods.
• Wellness Programs: Access to medical wellness initiatives, mental health resources, and employee assistance programs.
• Paid Time Off: Generous vacation, personal days, and sick leave to support your personal and professional life.
• Parental Leave: Comprehensive support for new parents, including paid maternity and paternity leave.
• Retirement Planning: 401(k) plan with company matching from day one.
• Professional Development: Tuition reimbursement, LinkedIn Learning access, and internal training programs.
• Employee Incentives: Unlimited referral bonuses, voluntary legal insurance, and corporate discounts on shopping, travel, and more.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a community that values innovation, collaboration, and impact. You’ll work with a team that is passionate about creating safer, smarter spaces for people around the globe. Your contributions will directly influence the reliability and security of essential services, and your growth will be supported by a robust framework of learning, mentorship, and career advancement.

Ready to elevate your career and make a difference? Apply today and become a key player in shaping the future of secure access solutions at brighthush.