Customer Experience Representative – Advanced Support & Customer Success Specialist at brighthush

About brighthush

brighthush is a leading utility and energy services company that has redefined the way customers experience reliable, safe, and sustainable energy solutions. With a legacy of innovation and a commitment to community well‑being, we empower millions of households and businesses across the United States to thrive on clean, dependable power. At brighthush, we believe that every interaction is an opportunity to build trust, solve problems, and create lasting value. If you are passionate about delivering exceptional customer experiences in a fast‑moving, technology‑driven environment, we want you on our team.

Why brighthush?

• Culture: Join a supportive, inclusive workplace where collaboration, respect, and open communication are at the core of everything we do.
• Competitive Compensation: We offer a highly competitive pay structure and total rewards package that recognizes and rewards your hard work and dedication.
• Flexibility: We understand the importance of work‑life balance and provide flexible schedules, remote work options, and a hybrid model to help you manage personal and professional commitments.
• Technology: Work with state‑of‑the‑art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
• Employee Assistance Programs: Access LYRA, an industry‑leading platform that offers comprehensive support for physical, mental, financial, and social well‑being.
• Opportunity: Continuous focus on professional development with many training and career growth opportunities.
• Safety Focused: We care about you and have a 24/7 safety mindset showcased throughout every facet of the organization.

Position Overview

As a Customer Experience Representative – Advanced Support at brighthush, you will be the frontline champion for our customers. You will handle time‑sensitive, high‑stakes inquiries, coordinate with cross‑functional teams, and ensure that every customer interaction reflects our commitment to safety, reliability, and exceptional service. This role is not a typical customer service position; it requires a blend of empathy, analytical thinking, and rapid decision‑making to resolve complex issues and maintain customer trust.

Key Responsibilities

• Serve as the primary point of contact for urgent and safety‑related customer inquiries, ensuring timely and accurate responses.
• Navigate multiple real‑time systems to assess situations, prioritize needs, and make informed decisions that align with company policies and customer expectations.
• Collaborate closely with dispatch, field teams, and internal partners to coordinate timely service and resolution.
• Build trust quickly through clear, empathetic communication and confident problem‑solving, turning challenging situations into positive outcomes.
• Manage complex customer requests involving billing, payments, service coordination, and technical troubleshooting.
• Maintain accurate, detailed documentation across platforms, ensuring compliance with regulatory and internal standards.
• Participate in continuous improvement initiatives, providing feedback on processes, tools, and customer experience metrics.
• Adhere to safety protocols and incident reporting procedures, contributing to a culture of safety and accountability.

Essential Qualifications

• Proven ability to solve problems in fast‑paced, high‑stakes environments.
• Strong collaboration skills and comfort working across multiple teams and departments.
• Advanced computer proficiency with the ability to multitask across systems and platforms.
• Exceptional communication skills, both verbal and written, with a focus on empathy and clarity.
• High level of adaptability, attention to detail, and sound judgment in high‑pressure situations.
• Legal authorization to work in the United States; no visa sponsorship available for this role.

Preferred Qualifications

• Experience in the utilities, energy, or related service industry.
• Knowledge of customer relationship management (CRM) systems and ticketing platforms.
• Prior exposure to safety‑critical operations or incident management.
• Demonstrated ability to handle sensitive conversations with professionalism and discretion.
• Experience with remote or hybrid work environments and self‑management of schedules.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Communication Excellence: Clear, concise, and empathetic communication across all channels.
• Technical Proficiency: Comfortable with multiple software tools, data entry, and real‑time system navigation.
• Team Collaboration: Strong interpersonal skills and the ability to work seamlessly with cross‑functional teams.
• Adaptability & Resilience: Thrive in dynamic environments and maintain composure under pressure.
• Safety Awareness: Commitment to safety protocols and a proactive approach to incident prevention.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to a variety of learning resources, including:

• On‑the‑job training and mentorship programs with senior leaders.
• Access to industry certifications and continuing education courses.
• Regular performance reviews and career path discussions to align your goals with organizational needs.
• Opportunities to transition into related roles such as Customer Success Manager, Operations Analyst, or Safety Coordinator.

Work Environment & Culture

brighthush fosters a culture of inclusion, innovation, and accountability. Our hybrid work model allows you to balance remote work with in‑office collaboration, ensuring you have the flexibility to perform at your best. We celebrate diversity, encourage open dialogue, and provide a safe space for ideas to flourish. Our employees enjoy a supportive environment where teamwork, creativity, and continuous improvement are valued.

Compensation & Benefits

Base Pay: $18.00 – $22.50 per hour (competitive within the industry). Annual Incentive Program: Eligible for performance‑based bonuses. Benefits Package: Comprehensive health, dental, and vision coverage; 401(k) with company match; paid time off; flexible spending accounts; and more. Employee Assistance:Apply for this job