Remote Customer Service Representative – Utility Assistance Specialist – Pittsburgh Region – Drive Community Impact with brighthush

About brighthush and the Opportunity

brighthush is a forward‑thinking nonprofit dedicated to ensuring that every household in the Pittsburgh region enjoys reliable, affordable access to essential utilities. By partnering with local community organizations, brighthush delivers compassionate, dependable support that helps families navigate the complexities of utility billing and financial hardship. As a Remote Customer Service Representative, you will become the friendly, knowledgeable voice that guides callers through the application process for utility assistance programs—all from the comfort of your own home.

Why This Role Matters

Every day, families in our community face difficult choices about paying their utility bills. You will be the person on the other end of the phone who offers empathy, clarity, and a clear path forward. Your work will directly impact the well‑being of households, ensuring that lights stay on and families can focus on what matters most. By helping callers understand their options and complete necessary paperwork, you become a vital part of a system that keeps communities thriving.

Key Facts at a Glance

• Schedule: Monday through Friday – your weekends stay yours.
• Location: Remote – open to Ohio and Pennsylvania residents within a 2‑hour radius of Pittsburgh, PA.
• Pay: Starting at $16.00/hour, with opportunities for raises and performance bonuses.
• Training: Paid, fully remote, and designed to get you up to speed quickly.
• Tools: CRM platform, Microsoft Office, and a dedicated phone line.

What Your Day Looks Like

As a Customer Service Representative at brighthush, you will handle a mix of inbound and outbound calls, guiding callers through the application process for utility assistance programs. Your responsibilities will include:

• Answering inbound calls from families seeking help with utility costs.
• Making outbound calls to follow up on applications and gather necessary documentation.
• Reviewing income documentation and verifying eligibility for assistance programs.
• Maintaining accurate, organized customer records in our CRM system.
• Collaborating closely with teammates and supervisors to meet program goals and improve service quality.
• Providing clear, empathetic communication to help callers feel heard and supported.
• Documenting call outcomes and updating case status in real time.
• Participating in daily huddles and weekly training sessions to stay current on policy changes.

Essential Qualifications

• High school diploma or equivalent; college coursework or a degree is a plus.
• Strong interpersonal skills with a patient, friendly demeanor—even when callers are stressed or frustrated.
• Excellent verbal communication and active listening abilities.
• Comfortable using Microsoft Windows and Office applications; quick to learn new software.
• Reliable internet connection and a quiet, dedicated workspace.
• Ability to maintain composure and positivity during busy periods.
• Previous customer service or call center experience is preferred but not required.

Preferred Qualifications

• Experience in the utilities, finance, or social services sector.
• Knowledge of local assistance programs and eligibility criteria.
• Basic data entry skills and attention to detail.
• Multilingual abilities, especially in Spanish or other regional languages.
• Familiarity with CRM systems such as Salesforce or HubSpot.

Skills & Competencies for Success

• Empathy & Compassion: Understanding the challenges callers face and responding with genuine care.
• Problem‑Solving: Quickly identifying solutions and guiding callers through complex processes.
• Time Management: Balancing multiple calls and administrative tasks efficiently.
• Team Collaboration: Working with peers and supervisors to achieve shared goals.
• Adaptability: Adjusting to new systems, policies, and caller needs.
• Professionalism: Maintaining a positive, respectful tone in all interactions.
• Attention to Detail: Ensuring accurate data entry and compliance with program guidelines.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As you gain experience, you will have the chance to:

• Advance to a full‑time role with our client organization, opening doors to higher responsibility and increased compensation.
• Participate in ongoing coaching and mentorship programs designed to sharpen your customer service skills.
• Attend virtual training sessions on new technologies, industry best practices, and compliance standards.
• Earn certifications in customer experience, data privacy, or program administration.
• Take on leadership roles such as Team Lead or Training Coordinator as you demonstrate expertise.
• Explore cross‑functional projects that broaden your skill set and expand your network within the organization.

Work Environment & Company Culture

brighthush fosters a supportive, inclusive culture that values every team member. You’ll experience:

• A flexible, work‑from‑home setup that respects your personal life.
• Regular team huddles and virtual coffee breaks to build camaraderie.
• A culture of recognition—your hard work and wins will be celebrated.
• Clear communication channels with supervisors and HR for any questions or concerns.
• A mission‑driven environment where your contributions make a tangible difference.
• Access to a virtual employee wellness program, including mental health resources.
• Opportunities to volunteer and give back to the community through organized events.

Compensation, Perks, and Benefits

While the base pay starts at $16.00/hour, you’ll also enjoy:

• Competitive hourly wage with potential for raises and performance bonuses.
• Paid training and onboarding to ensure you’re fully equipped for success.
• Health, dental, and vision insurance options (details provided during onboarding).
• Life insurance and disability coverage for peace of mind.
• Flexible work schedule with a steady weekday routine.
• Paid time off and holiday pay once you transition to a full‑time role.
• Access to a virtual employee wellness program, including mental health resources.
• Employee referral bonuses for bringing talented friends and family into the team.

Ready to Make a Difference?

If you’re looking for a steady, meaningful role that lets you help real people while working from home, brighthush invites you to apply today. Join a team that values compassion, professionalism, and continuous growth. Your voice can keep lights on and families thriving.

Apply Now and Start Your Journey with brighthush

Click the link below to submit your application and take the first step toward a rewarding career that makes a real impact.