Compassionate Remote Customer Support Specialist – Utility Assistance & Community Outreach – Empowering Families Across Ohio & Pennsylvania – Join brighthush

About brighthush and the Mission Behind the Role

At brighthush, we believe that every household deserves the comfort of a well‑lit home, a running water supply, and the peace of mind that comes from knowing their utility bills are manageable. In partnership with trusted local community organizations, we provide essential support to families who face difficult financial decisions each month. By joining brighthush as a Remote Customer Service Representative, you become an integral part of a mission‑driven team that keeps the lights on for those who need it most.

Why This Role Is More Than Just a Phone Call

When you pick up the phone, you’re not just answering a query—you’re offering a lifeline. You’ll guide callers through the application process for assistance programs, review their income documentation, and ensure every detail is captured accurately so eligibility can be determined. Your work directly impacts the financial stability of families across Ohio and Pennsylvania, making each conversation meaningful and rewarding.

Day in the Life – What Your Day Will Look Like

Imagine starting your day with a quick virtual huddle, reviewing the day’s priorities, and then diving into a mix of inbound and outbound calls. You’ll:

• Connect with families: Use empathy and active listening to understand each caller’s unique situation.
• Navigate complex systems: Access multiple databases and tools to verify eligibility and gather necessary documentation.
• Document with precision: Enter data into our CRM, double‑check for accuracy, and flag any discrepancies for follow‑up.
• Collaborate in real time: Share insights with teammates via chat, and consult supervisors when you encounter challenging cases.
• Reflect and improve: Participate in debrief sessions to discuss what worked, what didn’t, and how we can serve families better.

Key Responsibilities – Your Impactful Contributions

• Inbound & Outbound Calls: Handle a high volume of customer inquiries, providing clear, empathetic, and accurate information about utility assistance programs.
• Application Guidance: Walk callers through the application process step‑by‑step, ensuring they understand each requirement and submit all necessary documentation.
• Data Accuracy: Maintain meticulous, organized records in our CRM system, double‑checking entries to guarantee eligibility determinations are based on correct information.
• Collaboration: Work closely with teammates and supervisors to meet program goals, share best practices, and troubleshoot challenges.
• Continuous Improvement: Participate in ongoing training sessions, provide feedback on processes, and help refine the customer experience.
• Compliance & Quality Assurance: Adhere to all regulatory guidelines and internal quality standards, ensuring every interaction meets our high‑quality benchmarks.

Essential Qualifications – What We Expect From You

• High school diploma or equivalent; college coursework or a degree is a plus.
• Excellent verbal communication skills with a calm, friendly tone—even during high‑stress calls.
• Proficiency with Microsoft Windows and Office Suite; ability to learn new software quickly.
• Strong organizational skills and attention to detail.
• Empathy and a genuine desire to help people navigate challenging situations.
• Reliable internet connection and a quiet, dedicated workspace for remote work.
• Basic understanding of U.S. utility systems and community assistance programs is a bonus.

Preferred Qualifications – How You’ll Stand Out

• Previous experience in a call center or customer service environment.
• Knowledge of utility assistance programs or experience working with low‑income families.
• Experience with CRM or ticketing systems.
• Multilingual abilities—especially Spanish—are highly valued.
• Experience in data entry or administrative roles with a focus on accuracy.

Core Skills & Competencies for Success

• Customer‑Centric Mindset: Always put the caller’s needs first and strive to exceed expectations.
• Problem‑Solving: Quickly identify issues and provide effective solutions or next steps.
• Time Management: Balance multiple calls and administrative tasks efficiently.
• Adaptability: Thrive in a fast‑changing environment and embrace new processes or technologies.
• Team Collaboration: Communicate openly with peers and supervisors to achieve shared goals.
• Resilience: Maintain composure and positivity in the face of challenging or emotional conversations.

Career Growth & Learning Opportunities at brighthush

When you start as a Remote Customer Service Representative, you’re not limited to a single role. brighthush is committed to your professional development:

• Paid, Fully Remote Training: Comprehensive onboarding that covers product knowledge, call handling techniques, and compliance.
• Regular coaching sessions with experienced supervisors to refine your skills.
• Clear pathways to advancement—whether you aim 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 workshops that broaden your expertise in customer service, data management, and community outreach.
• Annual performance reviews that identify growth opportunities and set personalized development plans.

Work Environment & Company Culture

brighthush fosters a culture of respect, transparency, and collaboration. Even though you’ll be working from home, you’ll feel connected through:

• Weekly virtual team huddles to share wins and challenges.
• Monthly recognition programs that celebrate outstanding performance.
• A supportive leadership team that values your input and encourages continuous improvement.
• Flexible scheduling that respects your personal life—Monday through Friday, with weekends free.
• Annual virtual retreats that bring the team together for learning, networking, and fun.

Compensation, Perks, and Benefits

We believe in rewarding hard work and dedication:

• Competitive Pay: Starting at $16.00 per hour, with regular performance‑based raises and bonus opportunities.
• Health, dental, and vision insurance options for you and your family.
• Life insurance and short‑term disability coverage.
• Paid time off and a generous holiday schedule.
• Remote work stipend to help set up your home office.
• Employee assistance programs and wellness resources.
• Access to a company‑wide learning platform with courses on communication, data analytics, and leadership.

Our Commitment to Diversity & Inclusion

At brighthush, we celebrate the richness that diverse perspectives bring to our team. We actively recruit, support, and promote individuals from all backgrounds, ensuring an inclusive environment where everyone can thrive.

Technology & Tools You’ll Use

• CRM platform (e.g., Salesforce or HubSpot) for case management.
• VoIP phone system with screen‑pop capabilities.
• Microsoft Office Suite (Word, Excel, Outlook).
• Collaboration tools (Slack, Teams, Zoom).
• Data security protocols and privacy compliance standards.

Performance Metrics & Success Indicators

Success in this role is measured by:

• Call handling time and first‑contact resolution rates.
• Accuracy of data entry and eligibility determination.
• Customer satisfaction scores and feedback.
• Team collaboration and knowledge sharing.
• Participation in training and continuous improvement initiatives.

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

If you’re ready to bring compassion, patience, and a strong work ethic to a role that truly matters, we want to hear from you. Join brighthush and help families keep their homes bright and their futures hopeful.

Click the link below to submit your application and start your journey as a Remote Customer Service Representative with brighthush.

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