Customer Experience Specialist – Remote, Bilingual, High‑Impact Service Representative at brighthush

About brighthush

brighthush is a forward‑thinking, community‑focused utility that powers more than 180,000 homes and businesses across Northern Virginia. With a 99.99% system reliability rating, we are proud to deliver safe, dependable electricity while championing innovation through smart‑grid technology, fiber optics, and a mobile workforce. Our mission is simple: create lasting value for our members, employees, and the communities we serve by combining cutting‑edge technology with exceptional customer care.

Why Join brighthush?

At brighthush, you will be part of a culture that celebrates collaboration, continuous learning, and a genuine commitment to service excellence. We empower our teams to take ownership of their work, provide the tools they need to succeed, and recognize the impact each employee has on our customers and the region. Whether you are a seasoned customer service professional or a recent graduate eager to grow, brighthush offers a supportive environment where your voice is heard and your career can flourish.

Position Overview

We are seeking a dynamic Customer Experience Specialist to join our remote team. The ideal candidate will be bilingual in English and Spanish, possess strong problem‑solving skills, and thrive in a fast‑paced, technology‑driven environment. This role is essential to maintaining the high level of service that brighthush is known for, and it offers a unique blend of customer interaction, data analysis, and cross‑functional collaboration.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, fax, and postal mail, ensuring a first‑contact resolution whenever possible.
• Accurately schedule service connections, disconnections, transfers, and meter checks using brighthush’s integrated service order system.
• Review, research, and correct customer account discrepancies such as lost paperwork, meter exchanges, crossed meters, high bill complaints, and misapplied payments.
• Utilize a suite of digital tools—including Ring Central, Webcall, NISC, Kubra, TransUnion, and the Customer Information System (CIS)—to manage inquiries and maintain detailed, up‑to‑date records.
• Guide customers through self‑service options on the brighthush website, including online bill payment, outage mapping, outage reporting, and energy‑usage dashboards.
• Track and report on key performance metrics such as average answer speed, call abandonment rate, and call handling time to support continuous improvement initiatives.
• Collaborate with cross‑functional teams (Billing, Field Operations, IT, and Compliance) to resolve complex issues and implement process enhancements.
• Participate in ongoing training, including new technology rollouts, regulatory updates, and customer‑centric best practices.
• Mentor and onboard new hires, sharing knowledge of brighthush’s policies, procedures, and culture.
• Contribute to policy and procedure development to ensure compliance with corporate and regulatory standards.

Essential Qualifications

• High school diploma or equivalent; a college degree is a plus.
• Minimum of three (3) years of customer service experience, preferably in a call‑center or utility environment.
• Fluency in both English and Spanish (written and spoken) is strongly preferred.
• Proficient typing speed of at least 40 words per minute.
• Strong analytical skills with the ability to interpret billing data and resolve discrepancies.
• Experience with customer relationship management (CRM) systems and Microsoft Office Suite.
• Excellent communication, listening, and negotiation skills.
• Ability to work independently and as part of a collaborative team.
• Valid driver’s license and willingness to travel to the brighthush office in Manassas, VA, for periodic meetings.

Preferred Qualifications

• Experience in the utilities or energy sector.
• Knowledge of smart‑grid technologies and outage management.
• Previous exposure to compliance and regulatory reporting.
• Experience with data‑analysis tools such as Excel or Power BI.

Skills & Competencies

• Customer‑first mindset with a passion for delivering exceptional service.
• Strong problem‑solving abilities and a proactive approach to identifying root causes.
• Adaptability to new technologies and changing processes.
• Time‑management skills to handle high call volumes while maintaining quality.
• Team player who thrives in a collaborative, cross‑functional environment.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your ambition and performance. We offer:

• Structured mentorship programs that pair you with senior leaders.
• Access to internal training modules covering advanced customer service techniques, regulatory compliance, and emerging technologies.
• Opportunities to transition into specialized roles such as Billing Analyst, Field Operations Coordinator, or Customer Experience Manager.
• Support for external certifications and continuing education through tuition assistance.
• Regular performance reviews that align your goals with brighthush’s strategic priorities.

Work Environment & Culture

brighthush fosters an inclusive, collaborative workplace where innovation is encouraged and every employee’s contribution matters. Key cultural pillars include:

• Transparent communication across all levels.
• Recognition of achievements through quarterly awards and annual company events.
• Commitment to work‑life balance with flexible remote work options.
• Community engagement initiatives, such as volunteer days and local partnership projects.
• Focus on employee well‑being, including an onsite wellness center and mental health resources.

Compensation & Benefits

While specific salary ranges are determined by collective bargaining agreements, brighthush offers a competitive total rewards package that includes:

• Competitive base salary with performance‑based incentive plans.
• Comprehensive health, dental, and vision coverage, including an onsite wellness center.
• 401(k) retirement plan with a generous employer match.
• Life and disability insurance.
• Paid time off, sick leave, and holiday pay.
• Educational assistance and tuition reimbursement.
• Annual company events and team‑building activities.
• Employee assistance programs and wellness resources.

How to Apply

If you are ready to elevate your career by joining a forward‑thinking utility that values customer experience, innovation, and community impact, we encourage you to apply today. brighthush is an equal‑opportunity employer and participates in E‑Verify. Please note that sponsorship for this position is not available.

Ready to make a difference? Apply now and become part of the brighthush family.