Dynamic Customer Service & Operations Administrator – US Hours – Front Office & Service Coordination Specialist

About brighthush

brighthush is a leading provider of innovative HVAC solutions across the United States, delivering reliable, high‑quality service to homeowners and businesses alike. With a commitment to excellence, sustainability, and customer satisfaction, brighthush has grown rapidly and now seeks a dedicated professional to join our front‑office team. If you thrive in a fast‑paced environment, love interacting with people, and enjoy keeping operations running smoothly, we want you on our team.

Why This Role Matters

As the first point of contact for every customer, you will shape the entire service experience. Your expertise in scheduling, invoicing, and administrative coordination will allow our technicians to focus on what they do best—installing and maintaining HVAC systems. This role is pivotal to ensuring that every call, appointment, and invoice is handled with precision, leading to higher customer satisfaction, repeat business, and a stronger reputation for brighthush.

Key Responsibilities

• Customer Interaction & Call Management – Handle inbound calls, respond to live transfers from our AI booking assistant, and guide customers through the appointment scheduling process with professionalism and empathy.
• Service Scheduling & Coordination – Use brighthush’s field service management system to schedule, coordinate, and manage service jobs, ensuring technicians are dispatched efficiently and customers receive timely updates.
• Data & Record Management – Maintain accurate job records, customer information, invoices, and all administrative documentation in a secure, organized manner.
• Reporting & Reconciliation – Prepare and submit daily operational reports, reconcile invoices, and follow up on outstanding items to keep financial records clean and up‑to‑date.
• Warranty & Rebate Processing – Process manufacturer warranty claims and submit utility rebate registrations, ensuring all required documentation is complete and accurate.
• Estimate Follow‑Up & Marketing Support – Follow up on outstanding estimates and assist with simple email marketing campaigns through our CRM, helping to convert leads into bookings.
• Proactive Task Management – Monitor outstanding tasks, take initiative, and ensure customer requests, paperwork, and follow‑ups are completed without constant supervision.

Essential Qualifications

• Minimum of 3 years’ experience in customer service, office administration, or service coordination, with a proven track record of handling inbound calls from US customers.
• Strong administrative skills, including daily reporting, invoice reconciliation, record‑keeping, and documentation accuracy.
• Experience with field service management systems (brighthush, Housecall Pro, Jobber, FieldEdge, or similar) is highly desirable.
• Comfortable handling of manufacturer warranty claims or utility rebate applications; experience with TVA EnergyRight is a bonus.
• Excellent spoken English, with a warm, calm, and professional telephone manner.
• Highly organized, proactive, detail‑oriented, and capable of managing multiple tasks independently.
• Availability to work US Central Time business hours from South Africa.
• Reliable fibre‑optic internet, backup power, and a quiet home workspace.

Preferred Qualifications

• Background in HVAC, home services, trades, or field service businesses.
• Experience with email marketing campaigns through a CRM.
• Knowledge of US HVAC regulations and industry best practices.
• Previous experience in a fast‑paced, high‑volume service environment.

Skills & Competencies

• Communication – Clear, concise, and courteous communication across phone, email, and chat.
• Technical Proficiency – Comfortable using scheduling software, CRM systems, and Microsoft Office Suite.
• Problem‑Solving – Ability to troubleshoot scheduling conflicts, invoice discrepancies, and customer concerns quickly.
• Time Management – Prioritize tasks effectively to meet daily deadlines and maintain operational flow.
• Team Collaboration – Work closely with technicians, sales, and finance teams to ensure seamless service delivery.
• Adaptability – Thrive in a dynamic environment where priorities shift rapidly.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. The Customer Service & Operations Administrator role offers a clear pathway to higher positions such as Operations Manager, Service Coordinator Lead, or even a transition into sales or technical support. You will receive:

• On‑the‑job training in advanced scheduling software and CRM tools.
• Access to industry webinars, HVAC certification courses, and continuing education programs.
• Mentorship from senior operations leaders and exposure to strategic business initiatives.
• Regular performance reviews with a focus on skill development and career progression.

Work Environment & Company Culture

brighthush fosters a culture of respect, innovation, and continuous improvement. Our remote‑first approach means you’ll enjoy flexibility, a supportive virtual community, and the opportunity to work with a diverse team spread across the US and South Africa. We celebrate achievements, encourage open communication, and prioritize work‑life balance.

Compensation, Perks & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Health, dental, and vision insurance options.
• Paid time off, holidays, and flexible scheduling.
• Home‑office stipend to support a productive remote workspace.
• Employee wellness programs and mental health resources.
• Opportunities for professional development and tuition reimbursement.

How to Apply

If you’re ready to bring your customer‑service expertise and operational acumen to a growing, customer‑centric company, we’d love to hear from you. Submit your application through our portal and join a team that values innovation, integrity, and impact.