Customer Service Excellence Specialist – Remote, Virginia – Champion Home Service Experience with brighthush

Welcome to brighthush – Where Technology Meets Home Comfort

At brighthush, we’re not just a service provider; we’re a movement that reimagines how homeowners experience heating, cooling, and maintenance solutions across the United States. By marrying cutting‑edge technology with a customer‑first philosophy, we deliver reliable, efficient, and personalized service that keeps homes comfortable, safe, and running smoothly. Our mission is simple yet powerful: to elevate every homeowner’s experience through innovation, integrity, and exceptional service.

When you join brighthush, you become part of a culture that values collaboration, continuous learning, and a healthy work‑life balance. Whether you’re a seasoned customer service veteran or just starting your career, we offer a supportive environment where your ideas are heard, your growth is nurtured, and your contributions make a real difference in people’s lives.

Why This Role Matters

As a Customer Service Excellence Specialist, you are the frontline ambassador of brighthush. You’ll be the voice that guides homeowners through scheduling, troubleshooting, and ensuring a seamless experience from the first call to the final service appointment. In this role, you’ll play a pivotal part in maintaining our reputation for excellence and building lasting relationships with our customers.

Key Responsibilities

• Customer Interaction: Answer inbound calls and respond to emails with professionalism, empathy, and clarity, ensuring every homeowner feels heard and valued.
• Appointment Coordination: Schedule service appointments, coordinate with field technicians, and manage calendar logistics to optimize service delivery and minimize wait times.
• Data Management: Update and maintain accurate customer records in our CRM, ensuring all information is current, compliant with privacy standards, and ready for analytics.
• Problem Solving: Resolve customer inquiries and concerns, escalating complex issues to the appropriate teams while maintaining a high level of customer satisfaction.
• Process Improvement: Provide feedback on workflow efficiencies and suggest enhancements to improve the customer experience and operational effectiveness.
• Compliance & Quality: Adhere to company policies, safety protocols, and regulatory requirements, including successful completion of drug screening and background checks.
• Team Collaboration: Work closely with dispatchers, field technicians, and other stakeholders to ensure a unified, customer‑centric approach across all touchpoints.
• Performance Metrics: Track and report on key performance indicators such as first‑contact resolution, average handling time, and customer satisfaction scores.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 2 years of customer service or field service logistics experience.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and database management.
• Excellent verbal and written communication skills in English.
• Ability to pass a standard drug screening and background check.
• Experience working remotely, with a proven track record of self‑management and reliability.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Experience with Service Titan or similar field service management software.
• Background in HVAC, plumbing, or general home maintenance services.
• Knowledge of scheduling algorithms and logistics optimization.
• Previous experience in a high‑volume call center environment.
• Strong analytical skills and a data‑driven mindset.
• Experience with customer satisfaction surveys and feedback loops.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building trust.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Time Management: Ability to juggle multiple tasks, prioritize effectively, and meet deadlines in a fast‑paced environment.
• Adaptability: Quick learner who thrives in a dynamic, evolving work setting.
• Team Collaboration: Strong interpersonal skills and a willingness to collaborate with field technicians, dispatchers, and other stakeholders.
• Problem‑Solving: Analytical mindset to diagnose issues and propose practical solutions.
• Communication: Clear, concise, and empathetic communication across all channels.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Excellence Specialist, you’ll have access to a wealth of professional development resources, including:

• On‑the‑job training modules covering product knowledge, customer engagement techniques, and advanced software usage.
• Mentorship programs pairing you with experienced team leaders for guidance and career advice.
• Cross‑departmental exposure, allowing you to explore roles in operations, sales, or technical support.
• Annual performance reviews that identify growth pathways and potential promotions to supervisory or managerial positions.
• Access to industry conferences, webinars, and certifications that keep you at the forefront of home service trends.
• Regular skill‑building workshops on communication, conflict resolution, and technology adoption.

Work Environment & Culture

Our remote‑first approach means you can work from the comfort of your home in Virginia while staying connected to a vibrant, collaborative team. We provide:

• High‑speed internet stipend to ensure reliable connectivity.
• Monthly virtual team gatherings and quarterly in‑person retreats.
• Flexible scheduling options to accommodate personal commitments.
• A culture that celebrates diversity, inclusion, and mutual respect.
• Open communication channels with leadership, ensuring your voice is heard.
• Access to a digital wellness platform that offers mindfulness, fitness, and mental health resources.

Compensation & Benefits

We offer a competitive salary range of USD 41,600 – 52,000 per year, commensurate with experience and performance. In addition, you’ll enjoy a comprehensive benefits package that includes:

• 401(k) plan with company matching to help you secure your future.
• Generous paid time off (PTO) and holiday schedule.
• Health, dental, and vision insurance options.
• Employee assistance program (EAP) for mental and financial wellness.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee discount program on home service products and services.
• Remote work stipend for home office setup.
• Annual wellness stipend for gym memberships or fitness classes.

How to Apply

If you’re ready to bring your customer service expertise to a forward‑thinking, customer‑centric organization, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this role now

Join brighthush – Where Your Voice Makes a Difference

At brighthush, we’re more than a company; we’re a community dedicated to improving the everyday lives of homeowners. As a Customer Service Excellence Specialist, you’ll be at the heart of that mission, ensuring every interaction is positive, efficient, and memorable. If you’re passionate about service, eager to grow, and ready to make an impact from the comfort of your home, we invite you to apply today. Together, we’ll keep homes bright, comfortable, and humming for years to come.