Senior Remote Customer Service Representative – Michigan – 24/7 Automotive Brand Support Specialist & Customer Experience Champion – Drive Excellence at brighthush

Welcome to brighthush – Where Every Call Becomes a Story

At brighthush, we’re not just a customer‑service provider; we’re the bridge that connects automotive brands with the people who drive them. With a global presence that spans continents and a reputation for delivering flawless, high‑quality support, we partner with some of the world’s most iconic automotive names to transform routine interactions into unforgettable experiences. Our mission is simple yet powerful: turn every customer touchpoint into a memorable moment that reflects the brand’s commitment to quality, reliability, and innovation.

We do this by building a culture rooted in humility, inclusivity, and relentless attention to detail. Our associates thrive in a fast‑paced, technology‑driven environment while staying grounded in a strong sense of purpose and community. If you’re passionate about customer service, love automotive technology, and want to be part of a team that values growth, creativity, and impact, brighthush is the place for you.

Why Join brighthush?

At brighthush, your contribution matters. We offer a competitive total‑compensation package that goes beyond a paycheck, including:

• Health & Wellness: Comprehensive medical, dental, and vision coverage, 24/7 virtual care via Teladoc, and a dedicated nurse help desk.
• Financial Security: 401(k) with company match, flexible spending accounts, and life insurance.
• Work‑Life Balance: Generous paid time off, flexible scheduling, and a supportive remote work environment.
• Professional Growth: Continuous learning opportunities, mentorship programs, and clear career pathways to advance within brighthush.
• Community & Culture: Inclusive, respectful workplace that celebrates diversity and fosters collaboration across all levels.

Position Overview

As a Senior Remote Customer Service Representative based in Michigan, you will serve as the vital link between vehicle owners and the dealership service teams of our automotive partners. Your role will involve handling inbound and outbound communications—primarily phone calls, but also chat, email, and other digital channels—to resolve after‑sales concerns, answer product questions, and ensure a consistently positive customer experience.

In this senior role, you will also mentor junior team members, contribute to process improvements, and act as a brand ambassador for brighthush’s commitment to excellence.

Key Responsibilities

• Handle a steady volume of inbound calls and outbound follow‑ups, maintaining a high level of professionalism and empathy throughout each interaction.
• Utilize web‑based tools and internal systems to research customer inquiries, access vehicle history, and retrieve service records in real time.
• Document every interaction accurately, capturing essential details and actions taken to ensure seamless hand‑offs and compliance with quality standards.
• Manage assigned cases from initiation to resolution, following defined processes and completing required actions within established timeframes.
• Collaborate with cross‑functional teams—service advisors, parts specialists, and technical support—to expedite issue resolution.
• Adhere to scheduled shifts (Monday‑Saturday, 8 a.m. – 9 p.m. Eastern Time) and maintain reliable attendance and punctuality.
• Participate in ongoing training sessions to stay current on product knowledge, system updates, and customer service best practices.
• Contribute to continuous improvement initiatives by providing feedback on process gaps, system enhancements, and customer pain points.
• Mentor and coach junior representatives, sharing best practices and fostering a culture of excellence.
• Act as a liaison between customers and internal stakeholders, ensuring that feedback is captured and acted upon.

Essential Qualifications

• High school diploma or equivalent; additional education or certifications in customer service, automotive technology, or related fields is a plus.
• Minimum of 3 years of customer service experience in a call center, retail, hospitality, or similar environment where you regularly interacted with customers.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
• Strong empathy, patience, and emotional regulation—capable of handling emotionally charged conversations with calm professionalism.
• Proficiency in multitasking: navigating multiple systems, browser tabs, and data sources simultaneously while maintaining accuracy.
• Typing speed of at least 25 words per minute (verified through an online typing test).
• Reliable high‑speed wired internet connection (Ethernet) and a dedicated, distraction‑free workspace.
• Ability to pass a pre‑employment background check and drug screening.
• Availability to work flexible shifts within the specified hours of operation.

Preferred Qualifications

• Experience in automotive customer support or familiarity with dealership service processes.
• Knowledge of AI‑powered customer service tools and willingness to adapt to emerging technologies.
• Previous remote work experience in a structured contact center environment.
• Multilingual capabilities to serve a diverse customer base.
• Certifications in customer experience (e.g., CCI, CXI) or related fields.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help customers and a commitment to exceeding expectations.
• Problem‑Solving: Ability to analyze issues, identify root causes, and propose effective solutions quickly.
• Technical Aptitude: Comfortable learning new software, databases, and AI tools on the fly.
• Time Management: Efficiently prioritize tasks and manage call queues to meet performance metrics.
• Team Collaboration: Works well with colleagues across departments, sharing insights and best practices.
• Adaptability: Thrives in a dynamic environment where processes and priorities can shift rapidly.
• Data‑Driven Decision Making: Uses metrics and analytics to improve service quality and customer satisfaction.
• Leadership Potential: Demonstrates initiative and a willingness to take ownership of projects.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Senior Remote Customer Service Representative, you will have access to:

• Structured onboarding programs that cover product knowledge, system navigation, and customer service fundamentals.
• Regular skill‑building workshops on communication, conflict resolution, and advanced troubleshooting.
• Mentorship from senior associates and managers who provide guidance and career advice.
• Clear career pathways: Customer Service Representative → Senior Representative → Team Lead → Manager → Director.
• Cross‑departmental projects that expose you to different facets of the customer experience ecosystem.
• Access to industry conferences, webinars, and certifications at no cost.
• Annual performance reviews that include personalized development plans and goal setting.

Work Environment & Culture

Although this is a remote role, brighthush maintains a structured contact center culture that values consistency, reliability, and continuous improvement. Your daily routine will include:

• Scheduled shifts with minimal downtime between calls, ensuring a steady workflow.
• Real‑time monitoring and quality assurance checks to maintain high service standards.
• Regular team huddles and performance reviews to celebrate successes and address challenges.
• Access to a virtual community of peers, where you can share tips, ask questions, and build camaraderie.
• Monthly virtual coffee breaks and social events to foster team bonding.
• Transparent communication channels with leadership and cross‑functional teams.

Compensation & Benefits

While specific salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• Paid time off, including vacation, sick leave, and personal days.
• 401(k) retirement plan with company match.
• Flexible spending accounts for medical and dependent care.
• Life insurance and disability coverage.
• Wellness incentives, such as gym memberships, mental health resources, and wellness challenges.
• Employee assistance programs and financial planning services.
• Annual performance bonuses and spot awards for exceptional service.
• Professional development stipend for courses, certifications, and conferences.

Remote Work Requirements

To ensure a productive and secure remote work environment, you must:

• Reside in Michigan and maintain a dedicated, distraction‑free workspace.
• Have a high‑speed wired internet connection (Ethernet) with a minimum bandwidth of 25 Mbps.
• Use a computer that can be physically connected to your modem/router via Ethernet cable.
• Maintain a reliable power supply and backup options to avoid interruptions during work hours.
• Adhere to company policies regarding data security, confidentiality, and privacy.
• Participate in scheduled training and team meetings via video conferencing tools.

How to Apply

Ready to join a team that values your expertise and offers a platform for growth? Click the link below to submit your application and take the first step toward a rewarding career with brighthush.

Apply to brighthush Today

Equal Opportunity Employer

brighthush is an equal opportunity employer that celebrates diversity and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. We provide reasonable accommodations for applicants with disabilities throughout the hiring process.

Contact & Additional Information

For questions about the role or the application process, please reach out to our Talent Acquisition team at [email protected]. We look forward to hearing from you!