Seasoned Bilingual Customer Service Representative – Hybrid, Spanish Fluency, P&C Insurance Licensing, Performance‑Driven Role at brighthush

About brighthush

brighthush is a leading, award‑winning insurance agency that has redefined the way people protect what matters most. With a deep commitment to customer experience, data‑driven performance, and a culture that rewards initiative, brighthush has become the go‑to partner for homeowners, renters, and drivers across New Mexico. Our team is small, high‑performing, and united by a single mission: to deliver exceptional service that keeps customers loyal and careers thriving.

Why This Role is a Game‑Changer

We’re looking for a self‑motivated, bilingual professional who already knows the nuances of the insurance industry and can hit the ground running. This isn’t a “learn‑as‑you‑go” position; it’s a high‑impact, performance‑driven role that rewards autonomy, initiative, and a passion for building lasting relationships. If you thrive on making every call count, enjoy proactive outreach, and want to earn a competitive salary that reflects your expertise, brighthush is the place for you.

What Makes brighthush Different

• Retention‑First Philosophy: We track what matters—customer satisfaction, renewal rates, and cross‑sell success—and reward the people who drive those metrics.
• Clear Expectations, No Micromanagement: You set your own targets, monitor your progress, and receive coaching only when you ask for it.
• Above‑Market Base Pay: We structure this role as a single, well‑paid position rather than two average ones, ensuring your compensation matches the scope of responsibility.
• Hybrid Flexibility: Work from home or from our Albuquerque office—your choice—while maintaining a structured, results‑oriented schedule.

Key Responsibilities

As a Hybrid Customer Service Representative, you will be the frontline advocate for our existing book of clients. Your daily activities will blend inbound service, proactive retention, and cross‑sell opportunities.

Daily Core Duties

• Answer inbound calls promptly, providing courteous, knowledgeable support for policy inquiries, claims, and service requests.
• Manage the cancellation and at‑risk list daily—call, text, and email customers before they leave, ensuring retention is as high as possible.
• Conduct a thorough policy review on every interaction—verify liability limits, UM/UIM alignment, towing and rental coverage, and identify gaps or bundle opportunities.
• Identify and sell cross‑sell opportunities across personal lines: renters, umbrella, specialty lines (ATV, boat, trailer), and warm referrals to our financial specialist for life, annuity, and retirement products.
• Ask for a Google review confidently and personally after every successful interaction—this directly influences both your compensation and our agency’s reputation.
• Document every conversation in brighthush eAgent with comprehensive notes: what was discussed, what actions were taken, and what follow‑up is pending.
• Proactively work voicemails and follow‑up queues—never let a message sit unattended.
• Efficiently manage inbox and endorsements—standard changes (vehicle adds, address updates, mortgagee changes) should take no more than 4 minutes.
• Track your daily minimums independently—hold yourself accountable for production and service metrics.

Essential Qualifications

• Active New Mexico Property & Casualty or Personal Lines license (required). Willingness to obtain a non‑resident license is also required.
• Life & Health license is a strong plus; willingness to obtain one is highly valued.
• Experience with a brighthush‑style agency (or any high‑volume insurance agency) is strongly preferred.
• Proficiency with eAgent, RingCentral (or equivalent), and comfort with personal lines products.
• Self‑starter mindset: you set your own goals and pursue them without constant oversight.
• Strong cross‑sell instincts—comfortable identifying P&C gaps and initiating conversations about life coverage and financial referrals.
• Clean, consistent documentation habits—your notes are the record that any teammate can pick up.
• Confidence and warmth on the phone—communicate like a licensed advisor, not an order‑taker.
• Remote discipline—this is a fully remote position; you must be able to manage your time and deliver results independently.

Preferred Qualifications

• Prior experience with a brighthush‑style agency’s retention and cross‑sell programs.
• Advanced knowledge of specialty lines (ATV, boat, trailer) and financial products.
• Experience using CRM and call‑center tools beyond eAgent and RingCentral.
• Fluency in Spanish and English—both written and spoken.
• Track record of exceeding performance metrics in a high‑volume environment.

Skills & Competencies

• Exceptional communication skills—clear, concise, and empathetic.
• Strong analytical mindset—ability to review policy details and spot gaps quickly.
• Proactive problem‑solving—anticipate customer needs and offer solutions before they arise.
• Time‑management—balance inbound calls, outbound outreach, and administrative tasks efficiently.
• Team collaboration—share best practices, support peers, and contribute to a positive culture.
• Adaptability—thrive in a fast‑changing environment with evolving products and processes.

Tools & Technology

We equip you with the best tools to succeed:

• brighthush eAgent – our proprietary CRM for policy management and documentation.
• RingCentral (or equivalent) – for seamless inbound/outbound calling.
• Microsoft Office Suite – for email, spreadsheets, and reporting.
• Learning Management System – for ongoing training and professional development.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by your ambition, not by a rigid hierarchy. We offer:

• Structured mentorship programs with senior agents and leaders.
• Regular performance reviews that focus on growth, not just metrics.
• Access to advanced training modules covering new products, sales techniques, and regulatory updates.
• Opportunities to transition into senior advisory roles, team leadership, or specialized product lines.
• Annual leadership retreats and team‑building events.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and a relentless focus on customer value. Our culture is characterized by:

• Full‑remote flexibility with a structured 9‑to‑5 schedule (Mon‑Fri) and evenings off.
• Open communication channels—weekly team huddles, one‑on‑one check‑ins, and an open‑door policy for ideas.
• A collaborative atmosphere where every voice is heard and every contribution is recognized.
• Celebration of wins—both individual and team achievements are highlighted and rewarded.
• Commitment to work‑life balance—paid time off, simple IRA, and a supportive environment for personal growth.

Compensation & Benefits

We believe in rewarding performance and dedication. Your compensation package includes:

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