Bilingual Spanish‑English Emergency Customer Service Representative – 24/7 Public Utility Support for Virginia Residents – Remote Full‑Time Position – Delivering Critical Customer Care & Energy Solutions

About brighthush

brighthush is a trailblazer in the public‑utility sector, pioneering digital transformation that empowers utilities to deliver seamless, customer‑centric experiences around the clock. With a legacy spanning more than three decades, we blend cutting‑edge technology, data‑driven insights, and a culture of continuous improvement to help our partners 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. At brighthush, we believe that every interaction is an opportunity to build trust, safety, and community resilience.

Why This Role Matters

Every day, thousands of Virginia 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 become 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 the Commonwealth. Your role is pivotal in ensuring that every customer feels heard, supported, and empowered to navigate the complexities of modern utility services.

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. You will be the voice that keeps communities connected, the guide that helps customers navigate their energy choices, and the advocate that ensures compliance and safety standards are met.

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.
• Collaborate with cross‑functional teams—technical support, billing, field operations—to resolve complex issues and improve service delivery.
• Contribute to process improvement initiatives by sharing frontline insights and suggesting enhancements to scripts, knowledge bases, and escalation protocols.

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.
• Ability to work independently in a remote setting while maintaining high productivity and accountability.

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.
• Certifications in customer‑service excellence, such as Certified Customer Service Professional (CCSP).

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.
• Problem‑Solving: Identifying root causes and implementing effective solutions in real time.
• Time Management: Prioritizing tasks to meet service‑level agreements and customer expectations.

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.
• Cross‑departmental shadowing and project involvement to broaden your skill set and network within the organization.
• Annual tuition reimbursement for relevant courses, workshops, or certifications that align with your career goals.

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. Our culture is built on:

• Innovation: Encouraging creative problem‑solving and continuous improvement.
• Integrity: Upholding the highest standards of honesty, accountability, and ethical conduct.
• Respect: Valuing each individual’s perspective and fostering an environment where everyone can thrive.
• Community Impact: Recognizing that our work directly supports the safety and well‑being of Virginia’s residents.
• Learning: Providing resources and time for professional growth and skill development.

Compensation & Benefits

While the exact hourly rate will be discussed during the interview process, we offer a competitive compensation package that includes:

• Competitive hourly wages that reflect your experience and skill set.
• Health, dental, and vision insurance options for you and your dependents.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Generous remote work stipend to support your home office setup.
• Ongoing professional development and tuition reimbursement for relevant courses.
• Employee assistance program (EAP) for mental health and well‑being support.
• Access to wellness resources, including virtual fitness classes and mindfulness sessions.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and are ready to make a tangible impact on the communities of Virginia, we encourage you to apply today. Join brighthush and become part of a team that is redefining the future of public‑utility customer service. Submit your resume and cover letter through our online portal, and let’s start a conversation about how you can help keep Virginia powered, informed, and empowered.