Compassionate Remote Customer Service Representative – Utility Assistance & Community Outreach Specialist – $16/hr, Paid Training, Monday–Friday, Ohio & Pennsylvania – Join brighthush

About brighthush: Lighting the Path to Stability

brighthush is more than a customer service organization – we are a lifeline for families across Ohio and Pennsylvania who face the daily challenge of keeping their lights, water, and heating on. Our mission is simple yet powerful: to provide reliable, affordable utility assistance through compassionate, knowledgeable support. Every call we handle is a chance to turn uncertainty into certainty, to replace a moment of stress with a sense of security. If you are driven by purpose, thrive in a flexible remote environment, and want to make a tangible difference from the comfort of your own home, brighthush invites you to join our growing family.

Our Mission and Vision

At brighthush, we believe that access to basic utilities is a human right, not a privilege. We envision a world where no household is left in the dark, literally or figuratively, because of financial hardship. By partnering with local utility providers, government agencies, and community organizations, we create a seamless support network that empowers families to overcome financial challenges and avoid disconnections. Our culture is built on empathy, integrity, and a relentless commitment to service excellence.

Why Your Role Matters

Utility bills can be a source of anxiety for many households. When families struggle to pay, the consequences ripple through their health, safety, and overall well‑being. As a Remote Customer Service Representative, you become the bridge that connects them to the resources they need. Your voice, your empathy, and your expertise help families avoid disconnections, reduce financial stress, and secure a brighter future for themselves and their loved ones. In short, you are the guardian of their everyday essentials.

Impact in Numbers

• 1,200+ families assisted monthly • 95% of callers report feeling heard and supported • 80% of cases resolved on the first call • 10% reduction in utility disconnections in our service area

Key Responsibilities – Your Daily Impact

• Inbound & Outbound Calls: Manage a high volume of customer inquiries, providing clear, actionable solutions for utility assistance programs.
• Application Guidance: Walk callers through the entire application process, explaining eligibility criteria, collecting documentation, and ensuring a smooth submission.
• Data Accuracy & Compliance: Enter and verify customer information in our secure database, maintaining up‑to‑date records that meet privacy and regulatory standards.
• Problem Solving: Resolve common issues such as billing errors, payment arrangements, and service interruptions with empathy and efficiency.
• Team Collaboration: Work closely with supervisors and peers to meet daily and weekly program goals, sharing best practices and insights.
• Continuous Improvement: Participate in regular training sessions, feedback loops, and process improvement initiatives to enhance the customer experience.
• Quality Assurance: Review call recordings and documentation to ensure compliance with company policies and to identify opportunities for improvement.
• Community Outreach Support: Assist in coordinating outreach events, webinars, and informational sessions for underserved populations.
• Technology Utilization: Operate CRM systems, call center software, and other digital tools to track interactions and follow‑ups.
• Performance Reporting: Generate daily and weekly reports on call volume, resolution rates, and customer satisfaction metrics.

Beyond the Call Center

In addition to your core duties, you will have the opportunity to contribute to community initiatives, such as hosting virtual workshops on budgeting, collaborating with local nonprofits on outreach campaigns, and providing feedback on policy changes that affect our clients. Your insights will help shape the future of brighthush’s programs and ensure they remain responsive to the evolving needs of the communities we serve.

Essential Qualifications – What We’re Looking For

• High school diploma or equivalent; college coursework or a degree is a plus.
• Minimum of 1 year of customer service experience, preferably in a call center or telehealth environment.
• Strong verbal communication skills with a clear, friendly, and professional tone.
• Patience and resilience when dealing with stressed or frustrated callers.
• Proficiency with Microsoft Windows and Office Suite; quick to learn new software platforms.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.
• Availability to work Monday through Friday, with flexibility for occasional overtime during peak periods.
• Basic understanding of utility billing concepts and financial assistance programs.
• Commitment to maintaining confidentiality and adhering to data protection regulations.

What Makes You Stand Out

• Demonstrated ability to handle high call volumes while maintaining a calm, professional demeanor. • Experience with data entry and record‑keeping in a secure environment. • A genuine passion for helping others and a strong sense of social responsibility. • Ability to adapt quickly to new processes, policies, and technology updates.

Preferred Qualifications – Bonus Points

• Experience with customer relationship management (CRM) systems or call center software.
• Background in utilities, social services, or community outreach.
• Knowledge of Ohio and Pennsylvania utility assistance programs.
• Fluency in a second language (Spanish, French, etc.) to serve a diverse customer base.
• Previous experience in a remote work setting, demonstrating self‑discipline and time‑management skills.
• Certification in customer service excellence or data privacy.

Additional Preferred Skills

• Familiarity with the latest telecommunication tools (VoIP, chat, email support). • Experience in crisis communication or emergency response support. • Ability to analyze data trends and provide actionable insights to leadership.

Skills & Competencies – The Toolkit for Success

• Empathy & Active Listening: Ability to understand customer concerns and respond with genuine care.
• Problem‑Solving: Quickly identify root causes and propose effective solutions.
• Attention to Detail: Meticulously record information and double‑check data for accuracy.
• Adaptability: Thrive in a fast‑changing environment and adjust to new policies or procedures.
• Team Player: Collaborate with colleagues, share knowledge, and celebrate collective achievements.
• Time Management: Prioritize tasks, meet call volume targets, and maintain high productivity.
• Technical Proficiency: Comfortable navigating multiple software platforms simultaneously.
• Conflict Resolution: De‑escalate tense situations and guide callers toward positive outcomes.

Personal Attributes That Shine

• A proactive mindset that anticipates client needs. • Resilience in the face of challenging or emotional conversations. • A commitment to continuous learning and self‑improvement. • A collaborative spirit that values diverse perspectives.

Career Growth & Learning Opportunities

At brighthush, we view every employee as a potential leader. As you gain experience, you’ll have the chance to:

• Advance to a Senior Customer Service Representative role, taking on more complex cases and mentoring new hires.
• Transition into a Team Lead position, overseeing a small group of representatives and shaping team strategy.
• Explore cross‑functional roles in Program Management or Community Outreach, leveraging your customer insights to influence policy.
• Participate in ongoing training modules covering communication skills, conflict resolution, and industry best practices.
• Earn certifications in customer service excellence, data privacy, or utility program administration.
• Attend annual conferences and workshops to stay ahead of emerging trends in customer support and community services.

Learning Pathways

• Onboarding Bootcamp: Intensive 2‑week training covering product knowledge, call handling, and compliance. • Monthly Skill‑Sharers: Peer‑to‑peer sessions where team members share tips and success stories. • Leadership Development Program: Structured pathway for high performers to develop managerial competencies. • Industry Certifications: Sponsored courses in Customer Experience Management (CEM), Data Privacy (GDPR, CCPA), and Utility Program Administration.

Work Environment & Company Culture at brighthush

Working remotely from your home office, you’ll still feel connected to a vibrant, mission‑driven community. Our culture is built on:

• Supportive Leadership: Managers who recognize effort, celebrate wins, and provide constructive feedback.
• Inclusive Team Dynamics: A diverse workforce that values every voice and encourages collaboration.
• Work‑Life Balance: A predictable weekday schedule that keeps weekends free, allowing you to recharge.
• Continuous Learning: Access to webinars, workshops, and mentorship programs that keep you ahead of industry trends.
• Community Impact: Knowing that your daily work directly supports families in need, fostering a sense of purpose.
• Recognition & Rewards: Regular shout‑outs, spot bonuses, and team celebrations for outstanding performance.
• Technology & Resources: A dedicated tech stipend, ergonomic equipment, and 24/7 IT support to keep you productive.

Team Spirit

Our remote teams meet weekly via video calls for check‑ins, brainstorming, and social moments. We host quarterly virtual retreats, trivia nights, and wellness challenges to keep the camaraderie strong. Every voice is heard, and every idea has the potential to shape the future of brighthush.

Compensation, Perks, and Benefits

While the base pay starts at $16.00 per hour, brighthush offers a comprehensive benefits package designed to support your health, well‑being, and financial security:

• Health & Life Insurance: Coverage options for you and your family.
• Dental Reimbursement: Help keep your smile healthy.
• Paid Training: All training materials and sessions are fully compensated.
• Performance Bonuses: Earn additional income based on call quality, customer satisfaction, and program goals.
• Professional Development Stipend: Allocate funds toward courses, certifications, or conferences.
• Flexible Work Hours: While the core schedule is Monday–Friday, occasional flexibility is available during peak periods.
• Technology Allowance: Receive a stipend to set up your home office with the necessary equipment.
• Wellness Resources: Access to mental health support, mindfulness apps, and wellness challenges.
• Employee Referral Program: Earn rewards for bringing talented friends and family into the brighthush family.

Additional Perks

• Unlimited PTO: Take the time you need to recharge, with a flexible policy that respects your personal commitments. • Remote Work Flexibility: Work from anywhere in Ohio or Pennsylvania, with no commuting costs. • Community Service Days: Paid time off to volunteer with local nonprofits, reinforcing our mission of service. • Annual Wellness Bonus: Recognizing your dedication to both client and personal health.

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

Ready to bring your compassion, communication skills, and dedication to a role that matters? Click the link below to submit your application and start your journey with brighthush. We’re excited to meet candidates who are eager to help families keep their lights on and their lives running smoothly.