Customer Service & Sales Representative – Remote High‑Volume Call Center Specialist Driving Growth & Customer Delight at brighthush

Why Join brighthush?

At brighthush, we are on a mission to bridge the digital divide by delivering reliable, high‑speed internet and cutting‑edge telecommunications services to underserved communities across the Mid‑Atlantic region. Our commitment to innovation, community empowerment, and employee development makes us a leader in the information‑technology sector. As we continue to expand our footprint, we are looking for enthusiastic, solution‑oriented professionals who thrive in fast‑paced environments and are eager to make a tangible impact on both our customers and our business growth.

Position Overview

We are seeking a Customer Service & Sales Representative who will serve as the front‑line ambassador for brighthush. In this remote, full‑time role, you will engage with customers via phone, email, and chat, resolve inquiries, and proactively identify sales opportunities that align with our product suite. You will operate from a dedicated home office, leveraging high‑speed wired internet to handle a high volume of interactions while maintaining the highest standards of professionalism and empathy.

Key Responsibilities

Customer Interaction & Problem Solving

• Answer inbound calls, emails, and chat messages promptly, maintaining an average response time that meets or exceeds brighthush service level agreements.
• Diagnose and resolve technical issues related to internet connectivity, billing, and service activation, guiding customers through step‑by‑step troubleshooting.
• Document each interaction accurately in our CRM system, ensuring a complete audit trail for future reference.
• Escalate complex cases to senior technical teams while keeping the customer informed and reassured throughout the process.

Sales Enablement & Revenue Generation

• Listen actively to uncover unmet needs and recommend appropriate brighthush products and service upgrades.
• Achieve monthly sales targets by converting service inquiries into qualified leads and closed deals.
• Collaborate with the sales operations team to follow up on leads, schedule appointments, and track conversion metrics.
• Maintain up‑to‑date knowledge of promotional offers, pricing structures, and competitive differentiators.

System Navigation & Process Optimization

• Efficiently navigate multiple internal platforms—including CRM, order management, and knowledge bases—while handling high call volumes.
• Identify recurring pain points in customer journeys and provide feedback to process improvement teams.
• Participate in regular training sessions and knowledge‑sharing forums to stay current on product enhancements and industry trends.

Essential Qualifications

• Experience: Minimum of 1 + year in a customer service, call‑center, or related support role, preferably within the telecommunications or technology sector.
• Communication Skills: Exceptional verbal and written communication abilities, with a clear, friendly, and professional tone.
• Problem‑Solving Acumen: Proven track record of diagnosing issues quickly and delivering effective solutions.
• Technical Proficiency: Comfortable using multiple software applications simultaneously; experience with CRM platforms (e.g., Salesforce, Zendesk) is a plus.
• Work Environment: Dedicated private workspace at home, equipped with a high‑speed wired internet connection (minimum 25 Mbps download, 5 Mbps upload).
• Location: Residents of Virginia, West Virginia, Pennsylvania, Maryland, Kentucky, or Ohio.
• Language: Fluent English—both spoken and written.

Preferred Qualifications & Additional Assets

• Previous experience in a sales‑focused support role, with a demonstrated ability to meet or exceed sales quotas.
• Certification or training in customer service excellence (e.g., HDI, ITIL).
• Familiarity with broadband technologies, fiber‑optic networks, and wireless services.
• Strong organizational skills and the ability to multitask without sacrificing quality.
• Positive, self‑motivated attitude with a passion for helping rural communities stay connected.

Core Skills & Competencies

• Active Listening: Ability to understand customer concerns fully before responding.
• Empathy: Demonstrates genuine care for customers’ situations, building trust and loyalty.
• Sales Acumen: Recognizes buying signals and skillfully guides conversations toward value‑based solutions.
• Time Management: Prioritizes tasks effectively to handle high call volumes while maintaining accuracy.
• Adaptability: Thrives in a dynamic environment where product offerings and processes evolve rapidly.
• Team Collaboration: Works seamlessly with cross‑functional teams, sharing insights that improve overall service delivery.

Career Growth & Learning Opportunities

At brighthush, we view every employee as a long‑term partner in our success. As a Customer Service & Sales Representative, you will have access to a robust learning ecosystem that includes:

• Structured onboarding and mentorship programs that pair you with seasoned professionals.
• Continuous education through webinars, e‑learning modules, and certifications related to telecommunications, sales techniques, and customer experience.
• Clear career pathways leading to senior support specialist, team lead, sales manager, or even product specialist roles.
• Opportunities to participate in cross‑departmental projects, giving you exposure to operations, marketing, and technology development.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Community, Innovation, and Empowerment. We celebrate the diversity of our workforce and the unique perspectives each member brings. Even though this role is remote, you will feel connected through:

• Weekly virtual huddles that foster collaboration and share success stories.
• Quarterly in‑person meet‑ups at regional hubs for team building and networking.
• A supportive leadership team that encourages open communication and values employee feedback.
• Recognition programs that spotlight outstanding customer service and sales achievements.

Compensation, Perks & Benefits

• Competitive Salary: $31,200 USD annually, with performance‑based incentives and commission structures.
• 401(k) Matching: Company contributions to help you build a secure retirement.
• Generous Paid Time Off: Flexible PTO policy to support work‑life balance.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Professional Development Stipend: Annual budget for courses, certifications, or conferences.
• Technology Allowance: Reimbursement for home‑office equipment, including headset, webcam, and ergonomic accessories.
• Employee Assistance Program (EAP):** Confidential counseling and resources for personal or professional challenges.