Dynamic Customer Service & Emergency Response Representative – Hybrid Work, 24/7 Public Utility Support, Tysons, VA – Join brighthush

About brighthush and the Public Utility Landscape

At brighthush, we are redefining the way people connect with essential services. Our mission is to empower communities by delivering reliable, responsive, and compassionate support to public utility customers around the clock. As a leading partner for a prominent public utility, brighthush is at the forefront of integrating cutting‑edge technology with human‑centered service. We believe that every interaction matters, and that the right team can transform a simple call into a memorable experience.

We’re currently expanding our Customer Service & Emergency Response team in Tysons, VA. If you thrive in a fast‑paced environment, love problem‑solving, and want to make a tangible difference in people’s daily lives, brighthush offers you the platform to grow, learn, and lead.

Hybrid Work Model – Flexibility Meets Collaboration

Our hybrid schedule is designed to balance the benefits of remote work with the power of in‑person collaboration:

• 2 days per week from the comfort of your home (remote work)
• 3 days per week onsite at our Tysons Corner Center office (Suite E9l, 7901 Tysons Corner Center, McLean, VA 22102)
• Full availability across all shifts, including weekends, to support our 24/7 public utility operations

We provide all necessary equipment for remote work, ensuring you have a seamless, high‑quality connection to our systems.

Key Responsibilities

As a Customer Service & Emergency Response Representative, you will be the frontline guardian of our public utility’s reputation. Your day‑to‑day tasks will include:

• Responding promptly to customer inquiries via phone, chat, and email, ensuring a 95%+ satisfaction rating.
• Managing emergency service requests, coordinating with field teams, and providing real‑time updates to affected customers.
• Documenting all interactions accurately in our CRM and ticketing systems.
• Escalating complex issues to specialized teams while maintaining ownership of the resolution process.
• Participating in continuous improvement initiatives, sharing insights that drive service excellence.
• Adhering to all regulatory and compliance standards relevant to public utilities.
• Collaborating with cross‑functional teams (operations, IT, billing) to resolve multi‑departmental issues.
• Maintaining a calm, empathetic demeanor during high‑pressure situations.

Essential Qualifications

• High school diploma or equivalent (college coursework or a degree is a plus).
• Minimum of 1 year of customer service experience, preferably in a call center or emergency response environment.
• Excellent verbal and written communication skills in English; additional languages are a bonus.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfortable learning new software quickly.
• Strong multitasking ability – juggling multiple calls, tickets, and data entry simultaneously.
• Full‑time availability across all shifts, including weekends and holidays.
• Demonstrated problem‑solving mindset and a passion for meeting or exceeding performance goals.

Preferred Qualifications

• Experience in the public utility or energy sector.
• Knowledge of emergency response protocols and incident management.
• Prior exposure to CRM platforms such as Salesforce or Zendesk.
• Certification in Customer Service Excellence or related fields.
• Experience with remote work tools (Zoom, Teams, Slack).

Skills & Competencies for Success

• Communication: Clear, concise, and empathetic communication across multiple channels.
• Technical Aptitude: Quick learner who can navigate complex software and troubleshoot basic technical issues.
• Resilience: Ability to remain calm and focused during high‑volume or emergency situations.
• Team Player: Collaborative mindset, willing to support peers and share best practices.
• Customer‑Centric: Deep commitment to delivering exceptional service and turning challenges into opportunities.
• Adaptability: Comfortable with evolving processes, new technologies, and shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. 80% of our frontline leaders have risen through the ranks, and we provide:

• Structured onboarding and continuous training programs.
• Mentorship from experienced leaders who guide your professional journey.
• Access to industry certifications and skill‑building courses.
• Clear career pathways – from Customer Service Representative to Team Lead, Manager, and beyond.
• Regular performance reviews with actionable feedback and development plans.

Work Environment & Company Culture

brighthush is built on a foundation of inclusivity, innovation, and integrity. Our culture is defined by:

• Collaboration: Open communication channels and cross‑departmental teamwork.
• Recognition: Monthly rewards, spot bonuses, and public acknowledgment of outstanding contributions.
• Well‑being: Comprehensive health and wellness programs, including a personal trainer dedicated to our team.
• Community: Volunteer opportunities and community outreach initiatives.
• Flexibility: Hybrid work model that respects work‑life balance.

Compensation, Perks & Benefits

• Competitive hourly rate of $20.50, with potential for overtime and shift differentials.
• Full medical, dental, and vision coverage for you and your dependents.
• Paid training, paid time off (PTO), and holiday pay.
• Monthly rewards and recognition programs that celebrate your achievements.
• Employee discounts on a variety of products and services.
• Employee Assistance Program (EAP) and wellness initiatives.
• Access to a dedicated personal trainer and wellness resources.
• Comprehensive EEO and veteran support, ensuring a diverse and inclusive workplace.

Remote Work Requirements

To maintain the highest call quality and system reliability, remote employees must meet the following technical criteria:

• Minimum internet upload speed of 5 Mbps and download speed of 30 Mbps.
• Hard‑wired (wired) internet connection; wireless or satellite connections are not supported.
• Secure, quiet workspace free from distractions.
• Compliance with all company IT security policies.

EEO & Inclusion Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are made without regard to race, color, religion, sex, national origin, age, marital status, veteran status, medical condition, or handicap. We encourage you to voluntarily provide demographic information for statistical analysis and compliance reporting, but your decision to do so will not affect your employment status.

Ready to Make an Impact?

If you are ready to join a forward‑thinking organization that values your expertise, rewards your dedication, and offers a clear path to advancement, we want to hear from you. Bring your passion for customer service, your problem‑solving skills, and your commitment to excellence to brighthush, and help us keep our community connected and safe.

Apply today and become a vital part of brighthush’s mission to deliver outstanding public utility support.