Senior Remote Customer Experience Agent – 100% Work From Home – High‑Impact Client Support Specialist for brighthush’s Nationwide Home Services Network

About brighthush and the Home Services Revolution

brighthush has been a trusted name in residential service solutions for over thirty years. From plumbing and HVAC to electrical and pest control, we have built a reputation for reliability, professionalism, and an unwavering customer‑first philosophy. Our mission is simple yet ambitious: deliver a 5‑star experience at every touchpoint, whether that’s the first phone call, the technician’s arrival, or the final invoice. As we expand our footprint across the United States, we’re looking for passionate, empathetic, and goal‑driven individuals to join our remote Customer Experience team and help shape the future of home services.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑energy organization that values innovation, teamwork, and continuous improvement. Working remotely from anywhere in Latin America, you’ll enjoy the freedom of a flexible schedule, the support of a global team, and the opportunity to make a real impact on homeowners’ lives. We invest in our people through comprehensive training, mentorship, and a clear career ladder that rewards performance and dedication.

Key Responsibilities

• Inbound Call Management: Answer customer calls promptly (within two rings) during peak business hours, handling up to three concurrent lines during high‑volume periods. Use active listening and empathy to quickly understand the homeowner’s needs.
• CRM Data Accuracy: Create new customer records and update existing profiles within the brighthush CRM platform. Ensure all information is current, complete, and compliant with data‑privacy standards.
• Scripted Service Coordination: Follow structured call scripts and service protocols to set clear expectations about service visits, technician arrivals, and job scopes. Confirm details with the homeowner and document all interactions.
• Digital Channel Stewardship: Act as the secondary owner for digital channels—email, website chat, lead tracker forms, and voicemails—responding promptly and professionally to all inquiries.
• Call Routing & Escalation: Efficiently screen, transfer, and route incoming calls to service coordinators, dispatchers, and internal departments. Escalate complex issues to the appropriate supervisor or specialist.
• Premium Plan Promotion: Introduce and explain the features, pricing, and long‑term benefits of brighthush’s Premium Membership Plans to callers. Use consultative selling techniques to drive conversion rates.
• Performance Tracking: Maintain lead management logs, track booking conversion rates, and support the department’s goal of 80%+ call conversion. Report daily metrics to the Customer Experience Supervisor.
• Operational Support: Prepare daily administrative packets for service technicians, installation teams, and field sales specialists. Ensure all paperwork is accurate and ready for the field.
• Cross‑Functional Collaboration: Coordinate closely with service coordinators, dispatchers, and supervisors to align with daily, weekly, and monthly sales and booking targets. Participate in cross‑departmental meetings to share insights and best practices.
• Continuous Improvement: Share customer feedback and trending service needs with the Customer Experience Supervisor to refine workflows and enhance service quality. Suggest process improvements and new tools that can increase efficiency.
• Feedback Acceptance: Embrace constructive coaching and operational feedback to drive continuous improvement across key performance indicators (KPIs). Actively seek opportunities to learn and grow.

Essential Qualifications & Skills

• Customer Service Experience: Proven background in customer service, call center operations, inbound sales, or dispatch support—preferably within US service‑based or home‑services businesses.
• CRM & Software Proficiency: Hands‑on experience with CRM platforms (brighthush CRM preferred) and multi‑channel communication tools such as email, chat, and ticketing systems.
• Fluent English Communication: Excellent written and spoken English skills to handle high‑volume calls, convey empathy, and draft professional email and chat responses.
• High‑Volume Phone Management: Demonstrated ability to manage multiple calls, navigate several software tabs simultaneously, and maintain composure in a goal‑driven environment.
• Shift Flexibility: Full commitment to the required shift schedule in US Eastern Time: Tuesday‑Thursday 11:00 AM–7:00 PM ET; Saturday‑Sunday 12:00 PM–8:00 PM ET (Off days: Monday and Friday).
• Remote Infrastructure: Dedicated, quiet home office; high‑performance computer; noise‑canceling headset; reliable high‑speed internet connection.

Preferred Qualifications (Nice to Have)

• Direct experience using brighthush CRM for booking calls and tracking technician dispatch.
• Background in residential home services (plumbing, HVAC, electrical, roofing, or pest control).
• Experience selling membership plans, extended service contracts, or maintenance subscriptions over the phone.
• Knowledge of basic troubleshooting for common home service issues.
• Previous experience in a remote, high‑volume call center environment.

What brighthush Offers You

Competitive Compensation

Earn a fixed monthly salary of $1,560 USD, ensuring predictable income while you grow your skills. In addition, you’ll have the opportunity to earn performance bonuses based on conversion rates, customer satisfaction scores, and overall team metrics.

Stable Shift Structure

Enjoy a consistent weekly schedule with dual consecutive rest days (Monday and Friday), giving you ample time to recharge and maintain a healthy work‑life balance.

Comprehensive Onboarding

Receive full system training on brighthush script protocols, CRM workflows, and premium service offerings—so you hit the ground running. Our onboarding program includes live virtual sessions, recorded tutorials, and a mentorship pairing with a senior agent.

Remote Work Freedom

Operate from anywhere in Latin America—no commute, no office constraints, and the flexibility to balance work and life. All you need is a reliable internet connection and a quiet workspace.

Career Growth & Learning

• Structured career ladder: From Customer Experience Agent to Senior Agent, Team Lead, and beyond.
• Access to ongoing training modules covering advanced sales techniques, conflict resolution, and industry best practices.
• Mentorship programs pairing you with seasoned agents and supervisors.
• Opportunities to cross‑train in dispatch, field operations, or quality assurance.
• Annual performance reviews with clear pathways for promotion and salary increases.

Company Culture & Values

At brighthush, we thrive on teamwork, empathy, accountability, and continuous performance tracking. Our culture is built on:

• Customer‑Centricity: Every decision is guided by the homeowner’s experience.
• Data‑Driven Excellence: We track KPIs rigorously and celebrate wins.
• Inclusive Collaboration: Diverse voices are heard and valued.
• Professional Growth: We invest in your development and reward high performers.
• Recognition & Rewards: Monthly shout‑outs, spot bonuses, and team celebrations keep morale high.

Health & Wellness Benefits

While working remotely, you’ll still enjoy access to a virtual wellness program that includes mental health resources, flexible time‑off policies, and a stipend for home office upgrades. We also provide a 401(k) matching plan for employees who qualify.

Technology & Tools

All agents receive a high‑performance laptop, a noise‑canceling headset, and a dedicated phone line. We use state‑of‑the‑art CRM and communication platforms that are fully integrated to streamline your workflow.

How to Apply

We value fairness and transparency. To ensure your application is considered, please meet the following mandatory requirements:

• Submit a 30‑second voice or video recording in English—no other language or missing recording will result in automatic disqualification.
• Answer all knockout questions accurately—any “NO” to essential qualifications will disqualify you.
• Confirm you are a Latin American resident—brighthush only hires talent based in Latin America.
• Apply to no more than three jobs and only if you fully meet the listed qualifications.

All important updates will be sent via email, so be sure to check your inbox and spam/junk folders.

Ready to Make a Difference?

Join brighthush and become the voice that transforms ordinary service calls into memorable experiences. Your empathy, drive, and commitment to excellence will help us continue delivering top‑tier service to thousands of homeowners. If you’re ready to grow, learn, and thrive in a supportive, high‑energy environment, we encourage you to apply today.

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