Bilingual Spanish & English Emergency Customer Service Representative – 24/7 Public Utility Support, Remote Virginia – Full Time – Accelerated Career Growth & Leadership Pathways at brighthush

About brighthush

brighthush is a global leader in digital transformation, dedicated to empowering the most critical sectors—banking, insurance, healthcare, retail, technology, and public utilities—with cutting‑edge, automated customer experience solutions. With a proud legacy spanning more than 35 years, we partner with organizations worldwide to streamline operations, elevate customer satisfaction, and deliver measurable business outcomes. Our unwavering commitment to innovation, employee development, and inclusive excellence has earned us the Great Place to Work certification and a reputation for cultivating high‑performance teams that thrive on curiosity, collaboration, and continuous learning.

At brighthush, every interaction matters. Whether you’re helping a customer resolve a billing query or guiding them through an emergency outage, your work directly influences the reliability and trust of essential services. Join a culture that values empathy, resilience, and a relentless pursuit of improvement, 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 this role supports a public utility, you will be required to work a variety of shifts, including weekends, to maintain 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, collaborative community. You’ll have the flexibility to work from anywhere in Virginia, supported by a robust virtual collaboration platform that keeps you connected to teammates, managers, and resources. At brighthush, we celebrate diversity, champion work‑life balance, and foster an environment where every voice is heard and valued.

Compensation & Benefits

While specific figures are tailored to experience and qualifications, we offer a competitive salary that reflects the importance of your role in ensuring reliable utility services. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including holidays, vacation, and sick leave.
• Flexible work schedule and shift flexibility.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Technology stipend to support a productive home‑office setup.

How to Apply

If you are passionate about delivering world‑class customer service, thrive in a fast‑paced, remote environment, and are ready to make a tangible impact on the community, we want to hear from you. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this opportunity. Join brighthush and become part of a team that is redefining the future of customer support for public utilities.

Closing

At brighthush, we don’t just fill positions – we build careers. Your expertise as a bilingual customer service professional will be the cornerstone of our mission to keep communities powered, informed, and connected. Embrace the challenge, grow your skills, and lead the way in delivering exceptional service around the clock. Apply today and start your journey with brighthush, where your voice matters and your career has no limits.