Compassionate Customer Service Associate – Remote Utility Support Specialist Empowering Families Across Ohio & Pennsylvania

About brighthush: Lighting Up Lives, One Call at a Time

brighthush is more than a customer‑service organization; we are a movement dedicated to ensuring that every household in Ohio and Pennsylvania has the power to stay warm, safe, and connected. In a world where rising utility costs can threaten the very foundation of a family’s home, brighthush steps in as a trusted partner, guiding residents through the maze of energy assistance programs and helping them secure the support they need to keep their lights on.

Our mission is simple yet profound: to empower families by providing compassionate, reliable assistance that removes the financial barriers to essential utilities. By collaborating with local nonprofits, government agencies, and community leaders, we create a safety net that not only covers bills but also restores hope and stability for those who need it most.

Why This Role Is More Than Just a Phone Call

As a Remote Customer Service Associate at brighthush, you will become the friendly, empathetic voice that families trust. Your conversations will be the bridge between uncertainty and certainty, between a missed payment and a paid bill. Every call you handle has the potential to change a family’s day, their sense of security, and their future.

In this role, you will:

• Guide callers through the application process for utility assistance programs.
• Verify eligibility, review documentation, and ensure accurate data entry.
• Maintain a high standard of customer satisfaction while meeting performance metrics.
• Collaborate with a passionate team that values continuous improvement and community impact.

Key Responsibilities – Your Daily Impact

Customer Interaction & Support

• Inbound & Outbound Calls: Manage a steady flow of inquiries, delivering clear, concise information about assistance programs, eligibility criteria, and application steps.
• Application Guidance: Walk callers through each stage of the application, from gathering income documentation to submitting forms, ensuring no detail is overlooked.
• Problem Resolution: Address and resolve issues in real time, turning frustration into relief and uncertainty into confidence.

Data Management & Compliance

• CRM Mastery: Enter and update customer data in our secure CRM system, maintaining accuracy and compliance with privacy regulations.
• Documentation Integrity: Verify that all required documents are complete, properly scanned, and stored in accordance with internal policies.
• Audit Readiness: Prepare for internal and external audits by ensuring all records are up‑to‑date and properly filed.

Team Collaboration & Continuous Improvement

• Cross‑Functional Collaboration: Work closely with program specialists, supervisors, and partner agencies to streamline processes and share best practices.
• Feedback Loop: Participate in regular coaching sessions, quality assurance reviews, and process improvement initiatives.
• Innovation & Adaptability: Contribute ideas for enhancing customer experience, reducing call times, and improving data accuracy.

Performance & Quality Assurance

• Metrics & KPIs: Meet or exceed key performance indicators such as average handle time, first‑call resolution, and customer satisfaction scores.
• Quality Standards: Adhere to call‑center quality guidelines, ensuring every interaction reflects brighthush’s commitment to excellence.
• Continuous Learning: Engage in ongoing training to stay current on program updates, policy changes, and new technologies.

Essential Qualifications – What We’re Looking For

• High school diploma or equivalent; additional education or certifications in customer service, social work, or related fields is a plus.
• Strong interpersonal skills with a patient, friendly demeanor, even when callers are stressed or frustrated.
• Excellent verbal and written communication abilities in English; bilingual skills (Spanish, French, etc.) are highly valued.
• Comfortable with Microsoft Windows, Office Suite, and the ability to quickly learn new software platforms.
• Reliable internet connection and a quiet, dedicated workspace for remote work.
• Ability to maintain composure and positivity during high‑volume periods.

Preferred Qualifications – What Will Set You Apart

• Previous experience in a call‑center or customer support role, especially within utilities, financial aid, or social services.
• Knowledge of utility assistance programs, state or federal aid, or related policy frameworks.
• Experience with CRM systems such as Salesforce, Zendesk, or similar platforms.
• Strong problem‑solving skills and the ability to think on your feet.
• Demonstrated commitment to community service or volunteer work.

Skills & Competencies – The Tools for Success

• Empathy & Active Listening: The ability to understand and respond to callers’ emotions and concerns.
• Attention to Detail: Accuracy in data entry and documentation to ensure eligibility determinations are correct.
• Time Management: Efficiently balancing multiple calls while meeting performance metrics.
• Adaptability: Quickly adjusting to new processes, policies, or technology updates.
• Team Collaboration: Sharing insights and supporting colleagues to achieve collective goals.
• Resilience: Maintaining a positive attitude in the face of challenging or repetitive tasks.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. When you join our team, you’ll receive:

• Comprehensive, paid training that covers product knowledge, call‑center best practices, and compliance standards.
• Regular coaching sessions with experienced supervisors to refine your skills and set career goals.
• Clear pathways to advancement—whether you aspire to become a team lead, a program specialist, or transition into a full‑time role with our partner organization.
• Access to online learning resources, webinars, and industry conferences to broaden your expertise.
• Mentorship programs that pair you with seasoned professionals in the field.

Work Environment & Company Culture

Working remotely from the comfort of your home, you’ll enjoy a flexible schedule that respects your personal life. Our culture is built on:

• Supportive Leadership: Managers who recognize effort, celebrate wins, and provide constructive feedback.
• Inclusive teamwork that values diverse perspectives and fosters collaboration.
• Open communication channels—weekly team huddles, virtual coffee chats, and an internal forum for ideas.
• Commitment to work‑life balance, with a steady weekday schedule and no weekend shifts.
• Community engagement initiatives that allow you to give back and stay connected to the mission.

Compensation, Perks, and Benefits

While the base pay starts at $16.00 per hour, we offer:

• Competitive hourly wages with opportunities for raises and performance bonuses.
• Health, dental, and vision insurance options (for full‑time employees after transition).
• Life and disability coverage to protect you and your loved ones.
• Paid time off and holiday pay for full‑time roles.
• Professional development budget and tuition reimbursement for relevant courses.
• Employee assistance programs, including counseling and wellness resources.
• Flexible work‑from‑home setup with a stipend for home office equipment.

How to Apply – Take the First Step Toward Making a Difference

If you’re ready to bring your empathy, patience, and problem‑solving skills to a role that truly matters, we want to hear from you. Join brighthush and become the voice that keeps families’ lights on and their hearts hopeful.

Click the link below to submit your application and start your journey as a Compassionate Customer Service Associate at brighthush:

Apply to This Job

Final Thoughts – Your Impact Starts Here

Every call you take, every application you guide, and every smile you help restore is a testament to the power of compassionate service. At brighthush, we’re more than a company—we’re a community of dedicated professionals who believe that a brighter future is built one conversation at a time. If you’re passionate about making a tangible difference while enjoying a supportive, flexible work environment, this is the role for you.

Apply today and light up lives—starting with yours.