Remote Customer Service Representative – Telecommunication Support & Retention Specialist (USA)

About brighthush

brighthush is a trailblazer in the telecommunications arena, delivering reliable, high‑speed connectivity to millions of households and businesses across the United States. Since its founding in 1936, brighthush has evolved from a modest regional provider into a national powerhouse with a workforce exceeding 10,000 employees. Our mission is simple yet powerful: to connect people with the world through seamless, customer‑centric service. At brighthush, we believe that every interaction is an opportunity to build trust, solve problems, and create lasting relationships. Whether it’s a quick call to resolve a billing query or a detailed walkthrough of a new device, our team is dedicated to ensuring that every customer feels heard, valued, and empowered.

We’re proud of our culture of innovation, collaboration, and continuous learning. Our remote workforce is supported by cutting‑edge technology, comprehensive training programs, and a commitment to work‑life balance. If you’re passionate about helping people, thrive in a fast‑paced environment, and want to be part of a company that truly cares about its customers, brighthush is the place for you.

Position Overview

As a Remote Customer Service Representative at brighthush, you will be the frontline advocate for our customers. Your primary mission is to resolve account, billing, service, device, and technical concerns while simultaneously identifying opportunities to recommend relevant products and services. You will play a pivotal role in customer retention, ensuring that every interaction ends with a satisfied, loyal customer. This role is fully remote, but you must reside in Georgia, USA, and meet specific technical and environmental requirements to maintain the high quality of service that brighthush is known for.

Key Responsibilities

• Active Listening & Needs Discovery: Engage customers with empathy, ask insightful questions, and uncover their true needs to provide tailored solutions.
• Issue Resolution: Research and resolve a wide range of account, billing, service, device, and technical concerns using multiple systems and resources.
• Escalation Management: Identify when a problem requires additional support, and seamlessly transition the customer to the appropriate specialist while maintaining a positive experience.
• Product & Service Promotion: Recommend and sell upgrades, additional lines, or complementary services that align with the customer’s usage patterns and future goals.
• Conflict Resolution: Handle frustrated or challenging customers with composure, professionalism, and a solution‑oriented mindset.
• Retention Focus: Proactively identify retention opportunities and implement strategies that address the root cause of potential churn.
• System Navigation: Efficiently navigate multiple internal platforms, knowledge bases, and AI‑assisted tools to deliver accurate, timely solutions.
• Performance & Experience Goals: Consistently meet or exceed established customer experience metrics, call handling times, and sales targets.

Essential Qualifications

• Location Requirement: Must reside in Georgia, USA, and be eligible to work remotely from that state.
• Experience: Minimum six months of customer service experience in any customer‑facing role (telecommunications, retail, hospitality, technical support, etc.).
• Communication Skills: Confident, clear, and professional verbal communication in English; active listening and concise articulation are essential.
• Problem‑Solving: Strong critical thinking, ability to ask probing questions, and a knack for troubleshooting complex issues.
• Sales Acumen: Comfortable recommending and selling products and services; ability to identify upsell and cross‑sell opportunities.
• Goal‑Oriented: Self‑motivated, results‑driven, and able to meet or exceed performance targets.
• Technology Proficiency: Comfortable with computers, multiple software platforms, and AI‑assisted tools; quick learner of new systems.
• Professionalism: Ability to remain calm, courteous, and solution‑focused during challenging conversations.
• Reliability: Dependable, punctual, and open to coaching and feedback.
• Legal Eligibility: Must be 18 years or older, possess a GED or high school diploma, and be legally authorized to work in the United States.
• Technical Requirements:
  • High‑speed cable or fiber internet connection (minimum 25 Mbps download / 10 Mbps upload).
  • Ping rate below 100 ms.
  • Private workspace with a desk and chair; no background noise from children, pets, or electronics during working hours.
  • Ability to use webcam during all scheduled work hours.

Preferred Qualifications

• Prior call center or telecommunications experience.
• Experience with CRM systems and ticketing platforms.
• Knowledge of brighthush’s product portfolio and service offerings.
• Familiarity with AI‑assisted customer support tools.
• Previous exposure to sales or upselling in a customer service context.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and a genuine desire to solve their problems.
• Adaptability: Ability to adjust quickly to new processes, tools, and customer needs.
• Time Management: Efficiently manage multiple tasks while maintaining high quality service.
• Team Collaboration: Work effectively with cross‑functional teams, including technical support, billing, and sales.
• Data‑Driven Decision Making: Use metrics and customer feedback to continuously improve service delivery.

Work Environment & Culture at brighthush

Although you’ll be working from home, you’ll still feel part of a vibrant, inclusive community. brighthush offers:

• Regular virtual team huddles and knowledge‑sharing sessions.
• Access to a dedicated internal communication platform for real‑time collaboration.
• Opportunities to participate in company‑wide initiatives, such as innovation challenges and community outreach programs.
• A culture that values transparency, continuous improvement, and employee well‑being.

Compensation & Benefits

At brighthush, we believe in rewarding excellence and fostering growth. Your compensation package will include:

• Competitive base salary commensurate with experience.
• Monthly bonus eligibility tied to individual and team performance metrics.
• Comprehensive medical, dental, and vision insurance plans.
• Paid time off (PTO) and holidays.
• Company‑provided equipment (laptop, headset, webcam) and a stipend for high‑speed internet.
• Paid training and onboarding program to accelerate your success.
• Opportunities for career advancement and internal mobility.

Career Growth & Learning Opportunities

brighthush is committed to your professional development. As a Remote Customer Service Representative, you will have access to:

• Structured mentorship programs pairing you with seasoned leaders.
• Regular skill‑building workshops covering advanced troubleshooting, sales techniques, and customer psychology.
• Cross‑departmental shadowing to broaden your understanding of the business.
• Clear career pathways leading to roles such as Senior Support Specialist, Team Lead, or Customer Experience Manager.
• Annual performance reviews with actionable feedback and growth plans.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values innovation, empathy, and excellence. You’ll work alongside passionate professionals who are dedicated to making a difference in the lives of millions of customers. Your contributions will directly impact customer satisfaction, retention, and the overall success of the company.

Ready to take the next step in your career? Bring your enthusiasm, problem‑solving skills, and customer‑first mindset to brighthush and help us keep the world connected.

How to Apply

Interested candidates should click the link below to submit their application. We look forward to learning how your unique talents can contribute to the brighthush family.