Customer Service Representative – Remote Natural Gas Utility Billing & Support Specialist at brighthush

Why Join brighthush?

At brighthush, we are redefining the way millions of households experience natural gas utility services. Our mission is to deliver reliable, transparent, and customer‑centric energy solutions while fostering a workplace where every employee feels valued, empowered, and inspired to grow. As a leader in the utility sector, brighthush combines cutting‑edge technology with a human‑first approach, ensuring that every interaction—whether it’s a billing question or a technical inquiry—leads to a positive outcome for our customers and a rewarding experience for our team members.

Position Overview

We are seeking enthusiastic, dependable, and empathetic Remote Customer Service Representatives to become the voice of brighthush for our natural gas utility customers. In this role, you will be the first point of contact for customers seeking assistance with billing, payments, account information, and general service inquiries. Your professionalism, patience, and problem‑solving abilities will directly influence customer satisfaction and loyalty.

Key Responsibilities

• Customer Interaction: Answer inbound calls, emails, and chat messages, providing clear, courteous, and accurate information about natural gas bills, usage, and account balances.
• Payment Processing: Guide customers through various payment options, process transactions securely, and resolve any payment‑related issues.
• Issue Resolution: Investigate and resolve account discrepancies, service interruptions, and billing disputes by researching system data and collaborating with internal teams.
• Education & Guidance: Explain complex billing structures, rate plans, and usage‑saving tips in a way that is easy for customers to understand.
• Data Management: Accurately update customer records, ensuring that all contact information, payment histories, and service notes are current and compliant with privacy regulations.
• Documentation: Log every interaction in the CRM system with detailed notes, following brighthush’s documentation standards to support future follow‑ups and audits.
• Escalation Management: Identify situations that require higher‑level intervention, obtain necessary authorizations, and route cases to the appropriate department while keeping the customer informed.
• Policy Adherence: Follow established procedures, privacy policies, and security protocols to protect customer data and maintain regulatory compliance.
• Continuous Improvement: Provide feedback on recurring issues, suggest process enhancements, and participate in regular training sessions to stay current with product updates and industry best practices.
• Team Collaboration: Work closely with fellow representatives, supervisors, and cross‑functional teams to share knowledge, troubleshoot complex cases, and achieve collective performance goals.

Essential Qualifications

• Minimum 1 year of experience in a customer‑service, call‑center, or office environment, preferably within utilities or a related field.
• Exceptional verbal and written communication skills, with the ability to convey technical information in a friendly, understandable manner.
• Demonstrated comfort handling billing and account information, including the ability to explain charges, fees, and payment options.
• Strong attention to detail, ensuring accuracy in data entry, documentation, and compliance with privacy standards.
• Proficiency navigating multiple computer systems simultaneously (CRM, billing platforms, knowledge bases).
• Professional, empathetic demeanor when addressing customer concerns, especially during high‑stress or difficult interactions.
• Reliable attendance, punctuality, and a proven track record of meeting or exceeding performance metrics.
• Self‑motivation to work independently in a remote setting while also thriving as part of a collaborative team.
• Willingness to cross‑train on additional account types and service lines as business needs evolve.

Preferred Qualifications & Skills

• Experience in the natural gas or broader utility industry, with familiarity of rate structures and regulatory requirements.
• Certification or training in conflict resolution, de‑escalation techniques, or customer‑experience excellence.
• Basic knowledge of data privacy laws (e.g., GDPR, CCPA) and how they apply to utility customer data.
• Ability to quickly learn and adapt to new software tools, including AI‑assisted support platforms.
• Previous remote work experience, demonstrating effective time management and a productive home office setup.

Compensation, Schedule & Benefits

Base Pay: $14.00 per hour, with a night and weekend shift differential of an additional $1.00 per hour.

Work Hours: Flexible scheduling between 9:00 am – 9:00 pm CST, Monday through Friday, with every other weekend required to ensure coverage.

Training: Paid, comprehensive one‑week training program (8:00 am – 5:00 pm CST, Monday‑Friday) designed to equip you with product knowledge, system navigation skills, and customer‑service best practices.

Full‑Time Status: 40‑hour work week, benefit‑eligible after 60 days of employment (benefits begin on the first of the month following eligibility).

Benefits Package (eligible after 60 days)

• Medical, dental, and vision insurance with multiple plan options.
• Life and accidental death & dismemberment coverage.
• Short‑term and long‑term disability protection.
• Paid time off (PTO), sick leave, and paid holidays.
• 401(k) retirement plan with company match.
• Employee assistance program (EAP) for personal and professional support.
• Continuous learning stipend for certifications, courses, or conferences.

Career Growth & Development at brighthush

brighthush is committed to nurturing talent from within. As a Customer Service Representative, you will have clear pathways to advance into senior support roles, team lead positions, quality assurance, training, or even specialized analyst and operations roles. We provide:

• Mentorship Programs: Pairing with experienced agents and supervisors to accelerate skill development.
• Performance‑Based Promotions: Transparent criteria for moving up based on metrics, customer feedback, and leadership potential.
• Learning Hub: Access to an online library of courses covering communication, technical knowledge, data analysis, and leadership.
• Cross‑Functional Exposure: Opportunities to shadow billing, compliance, and technology teams, broadening your industry expertise.

Work Environment & Culture

Even though you’ll be working remotely, brighthush fosters a vibrant, inclusive, and supportive community. Our culture is built on four core pillars:

• Customer‑First Mindset: Every decision is guided by the impact on our customers’ lives.
• Innovation & Agility: We embrace new technologies, including AI‑driven tools, to enhance service delivery while keeping the human touch.
• Diversity & Inclusion: brighthush celebrates diverse backgrounds, perspectives, and experiences, ensuring every voice is heard.
• Well‑Being: We prioritize work‑life balance, offering flexible schedules, mental‑health resources, and regular virtual social events.

Our remote teams stay connected through weekly video huddles, virtual coffee chats, and collaborative platforms that encourage knowledge sharing and camaraderie.

Equal Opportunity & Ethical Hiring

brighthush is an Equal Opportunity Employer committed to building a workforce that reflects the communities we serve. We welcome applicants of all races, colors, religions, genders, sexual orientations, gender identities, national origins, veterans, and individuals with disabilities. We also participate in the E‑Verify program to ensure lawful employment practices.

In line with our commitment to transparency, we may use artificial intelligence (AI) tools to assist in reviewing applications, analyzing resumes, and assessing responses. These tools support our recruitment team but never replace human judgment—final hiring decisions are always made by people.

How to Apply

If you are ready to bring your passion for service, your attention to detail, and your desire to grow within a forward‑thinking utility company, we encourage you to apply today. Click the link below to start your application journey with brighthush.

Apply To This Job

Join the brighthush Family

At brighthush, you are not just filling a role—you are becoming part of a mission‑driven team that values integrity, excellence, and continuous improvement. Your contributions will directly impact the comfort and safety of households across the nation, while you enjoy a supportive environment that invests in your professional growth. Take the next step in your career and help us illuminate the path to a brighter, more reliable energy future.