Experienced Customer Service Representative – Utility Billing & Natural Gas Account Management – Remote (US)

About brighthush

brighthush is a leading provider of innovative utility billing solutions that empower customers and utilities alike to navigate the evolving energy landscape with confidence and clarity. With a mission to deliver exceptional service, brighthush combines cutting‑edge technology, data‑driven insights, and a customer‑first culture to streamline billing, payments, and account management for natural gas utilities across the United States.

Our remote‑first workforce is built on collaboration, continuous learning, and a shared commitment to excellence. Whether you’re a seasoned customer service professional or a recent graduate eager to launch your career, brighthush offers a dynamic environment where your voice matters, your growth is accelerated, and your impact is felt across the entire utility ecosystem.

Why Join brighthush?

• Impactful Work: Every interaction you handle helps customers understand their energy usage, manage their bills, and make informed decisions that can save them money and reduce their carbon footprint.
• Remote Flexibility: Work from anywhere in the United States—our fully remote model gives you the freedom to balance professional responsibilities with personal life.
• Career Growth: We invest in your development through mentorship, training programs, and clear career pathways—from Customer Service Representative to Team Lead, Operations Manager, or Product Specialist.
• Inclusive Culture: brighthush is proud to be an Equal Opportunity Employer that celebrates diversity, equity, and inclusion. We welcome veterans, people with disabilities, LGBTQ+ individuals, and all backgrounds.
• Competitive Compensation & Benefits: While specific figures vary by role and location, brighthush offers a competitive salary, comprehensive health benefits, paid time off, and a 401(k) plan with company match.

Key Responsibilities

As a Customer Service Representative at brighthush, you will be the frontline advocate for our natural gas utility customers. Your day‑to‑day tasks will include:

• Bill & Account Inquiry Support: Respond to customer questions about natural gas bills, usage, and account balances with clarity and empathy.
• Payment Processing: Guide customers through various payment methods—online, phone, mail, or auto‑pay—and ensure transactions are recorded accurately.
• Issue Resolution: Investigate and resolve account‑related discrepancies, billing errors, or service interruptions using our multi‑system platform.
• Billing Education: Explain complex billing concepts, charges, and payment options in simple, customer‑friendly language.
• Data Accuracy: Update and maintain customer account information in our CRM, ensuring data integrity and compliance with privacy regulations.
• Professional Communication: Handle all customer interactions—phone, chat, email—with professionalism, patience, and a positive tone.
• Process Adherence: Follow established procedures, escalation protocols, and privacy requirements to protect customer data.
• Documentation: Record every interaction accurately in our ticketing system, ensuring traceability and quality assurance.
• Escalation Management: Identify when issues require higher‑level support or authorization and route them appropriately.
• Continuous Improvement: Provide feedback on process gaps, suggest enhancements, and participate in quality improvement initiatives.

Essential Qualifications

• Minimum of 1 year of customer service, call center, or office experience—preferably in a billing or utilities context.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly.
• Comfortable working with billing data, account balances, and payment systems.
• Strong attention to detail and a commitment to accuracy.
• Proficiency navigating multiple computer systems and databases simultaneously.
• Professional, empathetic demeanor when addressing customer concerns.
• Reliable attendance, punctuality, and a strong work ethic.
• Ability to work independently while collaborating effectively with team members.
• Experience handling potentially difficult or escalated customer interactions with composure.
• Willingness to cross‑train on other account types and support functions.

Preferred Qualifications

• Experience in the utilities or energy sector, especially natural gas billing.
• Knowledge of regulatory compliance and privacy standards (e.g., GDPR, CCPA, HIPAA).
• Familiarity with CRM platforms such as Salesforce, Zendesk, or similar.
• Previous exposure to remote work environments and virtual collaboration tools.
• Multilingual capabilities—especially Spanish, French, or Mandarin—are a plus.

Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for solving problems and delivering a memorable experience.
• Analytical Thinking: Ability to dissect complex billing issues and identify root causes.
• Adaptability: Thrive in a fast‑changing environment with evolving policies and technology.
• Team Collaboration: Work seamlessly with cross‑functional teams—operations, product, and compliance—to drive customer satisfaction.
• Time Management: Prioritize tasks, manage call queues, and meet performance metrics without compromising quality.
• Tech Savvy: Comfortable learning new software, troubleshooting, and leveraging data to improve service.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as rapidly as the industry. As a Customer Service Representative, you will have access to:

• Structured onboarding and continuous training modules covering billing systems, compliance, and customer engagement best practices.
• Mentorship programs pairing you with senior leaders who can guide your professional development.
• Internal job boards and lateral movement options—transition into roles such as Billing Analyst, Customer Success Manager, or Product Support Specialist.
• Leadership development workshops for those aspiring to become Team Leads or Supervisors.
• Annual performance reviews with clear metrics and personalized growth plans.

Work Environment & Culture at brighthush

Our remote workforce is supported by a robust digital ecosystem that fosters connection, collaboration, and community. You’ll enjoy:

• Weekly virtual team huddles and monthly all‑hands meetings to share updates and celebrate wins.
• Access to a digital knowledge base, peer‑to‑peer forums, and an internal Slack workspace for real‑time support.
• Quarterly virtual social events—game nights, wellness workshops, and cultural celebrations—to build camaraderie.
• A culture of transparency, where feedback is encouraged and ideas are valued.
• Commitment to work‑life balance, with flexible scheduling options to accommodate personal commitments.

Compensation, Perks, and Benefits

While specific figures may vary based on location and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer satisfaction metrics and call quality.
• Health, dental, and vision insurance plans with employer contributions.
• Paid time off (PTO), sick leave, and holidays.
• 401(k) retirement plan with company match.
• Professional development stipend for courses, certifications, or conferences.
• Employee wellness program—mental health resources, fitness reimbursements, and mindfulness sessions.
• Technology stipend to equip you with a reliable home office setup.

How to Apply

If you’re ready to join a forward‑thinking company that values your expertise, empathy, and drive to help customers succeed, we’d love to hear from you. Submit your application through our career portal, and let’s explore how you can make a difference at brighthush.

Ready to take the next step? Click the link below to apply and become part of the brighthush family.