Bilingual Spanish‑English Emergency Customer Service Representative – 24/7 Public Utility Support – Virginia Residents – Remote

About brighthush

brighthush is a leading digital transformation partner that empowers public utilities and other mission‑critical organizations to deliver seamless, customer‑centric experiences around the clock. With a legacy of more than three decades in the industry, we blend cutting‑edge technology, data‑driven insights, and a culture of continuous improvement to help our clients stay ahead in an ever‑evolving landscape. Our commitment to excellence is reflected in our Great Place to Work certification and in the fact that 80% of our frontline leaders have risen from within the organization.

Why This Role Matters

Every day, thousands of residents rely on reliable power to keep their homes safe, businesses running, and communities thriving. As a Bilingual Spanish‑English Emergency Customer Service Representative, you will be the frontline guardian of that reliability. Whether you’re answering a call about a sudden outage, guiding a customer through billing questions, or educating them on energy‑conservation programs, your work directly impacts the lives of people across Virginia.

Role Overview

In this full‑time, remote position based in Virginia, you will provide exceptional customer service across multiple channels—phone, email, chat, and written correspondence. You will handle a wide range of inquiries, from routine service requests to urgent emergency situations, ensuring that every customer interaction is handled with empathy, efficiency, and a deep understanding of our public‑utility partner’s policies and programs.

Key Responsibilities

• Answer inbound and outbound customer calls in both Spanish and English, providing clear, accurate information and solutions.
• Resolve service‑related issues such as outages, billing disputes, and account inquiries in a timely manner.
• Educate customers on energy‑choice programs, conservation tips, and the benefits of our utility’s offerings.
• Document all interactions accurately in our CRM system, ensuring data integrity and compliance with regulatory standards.
• Escalate complex or unresolved issues to the appropriate specialist teams while maintaining a positive customer experience.
• Participate in continuous training and development sessions to stay current on product knowledge, compliance updates, and customer‑service best practices.
• Maintain a high level of professionalism and composure during high‑volume or high‑stress periods, such as during widespread outages or emergency events.
• Adhere to scheduled shifts, including weekends and holidays, to provide 24/7 coverage for our public‑utility partner.

Essential Qualifications

• Fluency in both Spanish and English (written and spoken) – a bilingual proficiency test will be administered upon application.
• High school diploma or equivalent; additional certifications in customer service or related fields are a plus.
• Full‑time availability with a willingness to work flexible shifts, including weekends and holidays.
• Strong verbal and written communication skills, with the ability to listen actively and ask probing questions.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating CRM and ticketing systems.
• Experience in a customer‑service environment, preferably in a call‑center or support role.
• Demonstrated problem‑solving skills and a goal‑oriented mindset.

Preferred Qualifications

• Prior experience in the utilities or energy sector.
• Knowledge of public‑utility regulations and compliance requirements.
• Experience handling emergency or crisis‑related customer interactions.
• Familiarity with data‑analysis tools or dashboards.
• Experience with remote work tools such as video conferencing, screen sharing, and virtual collaboration platforms.

Skills & Competencies

• Active Listening: Ability to fully focus on the customer’s needs and respond appropriately.
• Empathy & Patience: Maintaining calm and supportive communication, especially during stressful situations.
• Multitasking: Managing multiple customer interactions and tasks simultaneously without compromising quality.
• Attention to Detail: Accurate data entry and adherence to compliance protocols.
• Team Collaboration: Working effectively with cross‑functional teams, including technical support, billing, and field operations.
• Adaptability: Quickly adjusting to new processes, tools, and shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the service you provide. When you join our team, you’ll have access to:

• Comprehensive onboarding and ongoing training programs that cover product knowledge, compliance, and customer‑service excellence.
• Mentorship from seasoned leaders who have progressed from frontline roles to management.
• Clear career pathways that include opportunities to move into supervisory, specialist, or technical roles.
• Regular performance reviews and goal‑setting sessions to help you map out your growth trajectory.
• Access to industry conferences, webinars, and certifications that keep you at the forefront of customer‑service innovation.

Work Environment & Company Culture

Our remote work model is designed to give you flexibility while fostering a sense of community. You’ll be part of a diverse, inclusive team that values collaboration, transparency, and a shared commitment to customer success. At brighthush, we celebrate achievements through monthly recognition programs, and we encourage a healthy work‑life balance with generous paid time off and flexible scheduling.

Compensation & Benefits

While the exact hourly rate will be discussed during the interview process, we offer a competitive Apply for this job