Experienced Remote Customer Service Representative – 24/7 Support Specialist for Facilities & Utilities Operations (Part‑Time, Weekend Focus)

About brighthush

brighthush is a forward‑thinking, technology‑driven organization that powers the essential services keeping communities safe, clean, and connected. From water and wastewater management to municipal utilities and sanitation, our mission is to deliver reliable, high‑quality support that empowers city officials, residents, and businesses alike. With a culture rooted in innovation, collaboration, and continuous improvement, brighthush is redefining what it means to provide world‑class customer service in the 21st century.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a dynamic ecosystem where every interaction matters. Our remote, distraction‑free work environment gives you the flexibility to balance professional growth with personal life, while our commitment to employee development ensures you’ll always have new skills to acquire and new challenges to conquer.

Key Benefits & Perks

• Competitive Pay – $20.00 to $22.00 per hour, commensurate with experience.
• Flexible Schedule – 20‑24 hours per week, primarily on weekends, with optional weekday coverage.
• Fully Equipped Home Office – We provide a high‑performance laptop, dual monitors, ergonomic chair, and all necessary software licenses.
• Professional Development – Access to online training modules, webinars, and a mentorship program that accelerates your career trajectory.
• Health & Wellness – Comprehensive health, dental, and vision plans, plus a wellness stipend.
• Paid Time Off – Earn vacation days, sick leave, and personal days based on tenure.
• Community Impact – Your work directly supports critical public services that improve quality of life for thousands of residents.

Role Overview

As a Remote Customer Service Representative at brighthush, you will be the frontline guardian of our 24/7 support center. Your primary responsibility is to manage a high volume of inbound and outbound communications—calls, alarms, emails, and chats—across a spectrum of municipal services including facilities, utilities, water, wastewater, and sanitation. You will act as the liaison between customers, vendors, and internal teams, ensuring that every request is documented accurately, escalated appropriately, and resolved efficiently.

Key Responsibilities

• Multi‑Channel Support – Respond professionally to calls, alarms, emails, and chat inquiries, providing timely, accurate information and solutions.
• Issue Resolution & Escalation – Research customer questions, handle complaints, process requests, and identify issues that require prompt escalation to specialized teams.
• Work Order Management – Enter, dispatch, update, and complete work orders using our integrated CMMS and CRM platforms; coordinate responses among customers, vendors, and internal stakeholders.
• Clear Documentation – Draft concise emails, chat responses, notes, and call reports; ensure all data is captured accurately and in real time.
• De‑Escalation & Follow‑Up – Manage difficult callers with patience, empathy, and de‑escalation techniques; complete callbacks and follow up on unresolved issues.
• Trend Analysis & Reporting – Support outbound contacts, document recurring trends, and report technical problems or work stoppages to improve service quality.
• Adherence to SOPs – Follow support‑center procedures for training, attendance, productivity, and scheduled breaks.

Essential Qualifications

• High school diploma or GED.
• 2–4 years of call‑center or customer‑service experience, or an equivalent combination of education and experience.
• Exceptional spoken and written communication skills, including clear, concise emails and notes, impeccable grammar, and a professional speaking voice.
• Proven ability to handle difficult callers, de‑escalate concerns, listen actively, and enter data accurately in a fast‑paced environment.
• Comfortable navigating 5–7 databases simultaneously; proficiency in MS Office, CRM, telephony, and work‑order or CMMS systems (e.g., Salesforce, Maintenance Connection).
• Strong professionalism, attention to detail, sound judgment, basic computer troubleshooting, and the ability to work independently without distractions.
• Availability for weekend‑heavy coverage (6:00 AM–8:00 PM AZ/MT) and possible weekday hours (2:00 PM–8:00 PM AZ/MT) once shifts are finalized.
• Reliable internet connection of at least 50 Mbps, a desk large enough for two 25‑inch monitors, and an ergonomically correct chair.
• Legal authorization to work in the United States; no visa sponsorship available.

Preferred Qualifications

• College coursework or training beyond high school.
• Knowledge of facilities maintenance, utilities, city services, or water/wastewater operations.

What You’ll Gain at brighthush

Working with brighthush offers more than a paycheck—it’s a gateway to a rewarding career in public service and technology. Here’s what you can expect:

• Career Growth – Start as a Customer Service Representative and progress to roles such as Senior Support Specialist, Team Lead, or Operations Analyst. Our internal promotion pipeline is designed to recognize and reward performance.
• Skill Development – Master advanced CRM and CMMS tools, learn data analytics for service improvement, and gain exposure to cross‑functional projects that shape city infrastructure.
• Mentorship & Coaching – Pair with experienced colleagues who provide guidance, feedback, and career advice.
• Impactful Work – Your daily interactions help keep essential services running smoothly, directly benefiting communities and residents.
• Work‑Life Balance – Remote work, flexible hours, and a supportive culture that values personal well‑being.

Our Culture at brighthush

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. We celebrate diversity, encourage open dialogue, and empower every team member to contribute ideas that shape our services. Our remote environment is built on trust, accountability, and a shared commitment to excellence.

Compensation & Benefits

In addition to competitive hourly wages, brighthush offers a comprehensive benefits package tailored to remote employees:

• Health, dental, and vision insurance (fully or partially covered).
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick, personal).
• Wellness stipend for home office upgrades or fitness memberships.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program for mental health and well‑being support.

Ready to Make a Difference?

If you are a proactive, customer‑centric professional with a passion for service excellence and a desire to impact community infrastructure, brighthush invites you to apply. Join a team that values your voice, rewards your dedication, and provides the tools you need to grow both personally and professionally.

Take the next step in your career—submit your application today and become a vital part of brighthush’s mission to keep our communities safe, clean, and connected.