Bilingual Spanish & English Emergency Customer Service Representative – 24/7 Public Utility Support – Virginia Residents – Remote – Full Time – Career Growth Opportunities

About brighthush

brighthush is a leading digital transformation partner that empowers global brands to deliver seamless, automated customer experiences. With a legacy spanning over 35 years, we have helped organizations across banking, insurance, healthcare, retail, technology, and public utilities achieve greater agility and operational excellence. Our commitment to innovation, employee development, and customer satisfaction has earned us the Great Place to Work certification and a reputation for fostering inclusive, high‑performance teams.

At brighthush, we believe that every interaction matters. Whether you’re helping a customer resolve a billing query or guiding them through an emergency outage, your work directly impacts the reliability and trust of essential services. Join a culture that values curiosity, collaboration, and continuous learning, and help shape the future of customer support for one of the region’s most critical public utilities.

Position Overview

We are seeking a Bilingual Spanish & English Emergency Customer Service Representative to join our remote team in Virginia. In this role, you will provide exceptional support to utility customers 24/7, handling a wide range of inquiries via phone, email, chat, and written correspondence. Your responsibilities will include:

• Responding to service requests, billing questions, and energy conservation inquiries.
• Managing calls related to power outages and other emergency situations.
• Educating customers on supplier options, energy choice programs, and best‑practice conservation strategies.
• Utilizing probing questions and active listening to diagnose issues and deliver timely resolutions.
• Maintaining accurate, up‑to‑date records in our CRM and ticketing systems.
• Collaborating with cross‑functional teams to ensure a seamless customer journey.

Because our client is a public utility, you will be required to work a variety of shifts, including weekends, to support 24/7 service availability. All work must be performed from within the state of Virginia, and compliance with location verification protocols will be enforced.

Key Responsibilities

• Customer Interaction: Handle inbound and outbound communications across multiple channels, ensuring a consistent, empathetic experience.
• Issue Resolution: Diagnose and resolve service disruptions, billing discrepancies, and technical questions with a focus on first‑contact resolution.
• Emergency Response: Provide calm, clear guidance during outages, coordinating with field teams and dispatch as needed.
• Education & Advocacy: Inform customers about energy choice programs, conservation tips, and new service offerings.
• Data Management: Accurately document all interactions, update tickets, and maintain data integrity in our CRM.
• Compliance & Quality: Adhere to all regulatory, safety, and company policies, including data privacy and security standards.
• Continuous Improvement: Participate in training, share best practices, and contribute to process enhancements.

Essential Qualifications

• Fluency in Spanish and English (both written and spoken).
• High school diploma or equivalent.
• Full‑time availability, including weekends and rotating shifts.
• Strong verbal and written communication skills.
• Experience in customer service, preferably in a call center or support environment.
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Ability to multitask, prioritize, and manage high call volumes.
• Excellent problem‑solving skills and a proactive, goal‑driven mindset.
• Comfortable using CRM, ticketing, and knowledge‑base systems.
• Commitment to maintaining confidentiality and data security.

Preferred Qualifications

• Prior experience in emergency or utility customer support.
• Knowledge of energy conservation programs and supplier options.
• Experience with remote desktop and virtual collaboration tools.
• Familiarity with regulatory requirements for public utilities.
• Demonstrated ability to work effectively in a fast‑paced, remote environment.

Skills & Competencies

• Active Listening: Capture customer intent and respond with empathy.
• Probing & Questioning: Use targeted questions to uncover root causes.
• Technical Aptitude: Quickly learn new software and adapt to evolving tools.
• Time Management: Balance multiple tasks while meeting SLA targets.
• Collaboration: Work seamlessly with field teams, billing, and technical support.
• Resilience: Maintain composure during high‑pressure, emergency situations.
• Continuous Learning: Seek feedback, attend training, and apply new knowledge.

Career Growth & Development

At brighthush, we believe in nurturing talent from the ground up. 80% of our frontline leaders were promoted from within, and we offer a clear career ladder that includes:

• Advanced training programs in customer experience, technical support, and leadership.
• Mentorship from seasoned professionals across multiple domains.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Team Lead.
• Regular performance reviews with actionable development plans.
• Access to industry conferences, webinars, and certification courses.

Work Environment & Culture

Our remote work model empowers you to balance professional and personal commitments while staying connected to a vibrant, Apply for this job