Remote Customer Service Representative – Utility Billing & Natural Gas Account Support at brighthush

About brighthush

brighthush is a leading customer experience partner that blends cutting‑edge technology with a human‑centric approach to deliver exceptional service across the utilities sector. With a history that dates back to 1986, brighthush has grown into a trusted name for natural gas, electricity, and water utilities, helping them streamline billing, payments, and customer engagement. Our mission is simple: empower utilities to connect with their customers in a way that feels personal, transparent, and efficient.

As a remote‑first organization, brighthush offers flexibility, autonomy, and a culture that values collaboration, continuous learning, and innovation. We are proud to serve a diverse portfolio of clients across the United States, and we are looking for talented individuals who share our passion for customer service excellence.

Role Overview

We are seeking a Remote Customer Service Representative to join our Utility Billing team. In this role, you will be the primary point of contact for natural gas customers, helping them navigate billing inquiries, process payments, and resolve account‑related issues. Your work will directly impact customer satisfaction, retention, and the overall success of our utility partners.

Why This Role Matters

Every interaction you have with a customer is an opportunity to build trust, demonstrate professionalism, and showcase the value of our partners’ services. By providing clear, accurate, and empathetic support, you help customers feel confident in their utility experience and reduce the risk of churn.

Key Responsibilities

• Respond to inbound customer inquiries via phone, chat, and email regarding natural gas billing, account balances, and payment options.
• Process payments securely, ensuring accuracy and compliance with privacy regulations.
• Investigate and resolve account‑related issues, including billing discrepancies, payment failures, and service interruptions.
• Explain billing information, charges, and payment plans in a clear, concise manner.
• Maintain up‑to‑date customer account information in our CRM and billing systems.
• Handle customer questions and concerns professionally, maintaining a calm and empathetic tone even in challenging situations.
• Follow established procedures, privacy policies, and compliance standards at all times.
• Document all customer interactions accurately and comprehensively in the system.
• Escalate complex or unresolved issues to the appropriate supervisor or specialist.
• Deliver consistently high-quality customer service on every interaction.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 1 year of customer service, call center, or office experience.
• Strong verbal and written communication skills.
• Comfortable working with billing and account information.
• Strong attention to detail and accuracy.
• Proficient in navigating multiple computer systems and applications.
• Reliable attendance and punctuality.
• Ability to work independently and collaboratively within a team.
• Professional and empathetic approach to customer concerns.
• Comfortable handling potentially difficult customer interactions.
• Willingness to cross‑train on other utility accounts.

Preferred Qualifications

• Experience in the utilities industry, particularly natural gas billing.
• Familiarity with billing software such as BillingPro or UtilitySuite.
• Knowledge of privacy regulations (e.g., GDPR, CCPA) and data protection best practices.
• Previous remote work experience with a strong track record of self‑management.
• Multilingual abilities (Spanish, French, or other languages) are a plus.

Skills & Competencies

• Customer‑centric mindset: always put the customer first.
• Problem‑solving: quickly identify root causes and propose effective solutions.
• Time management: balance multiple tasks while meeting performance metrics.
• Adaptability: thrive in a fast‑changing environment and embrace new technologies.
• Team collaboration: share knowledge and support colleagues.
• Data integrity: maintain accurate records and uphold confidentiality.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Representative, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, compliance, and soft skills.
• Mentorship from senior team members and subject‑matter experts.
• Career pathways into billing specialist, account manager, or operations roles.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Access to online learning platforms and certifications related to customer experience and utilities.

Work Environment & Company Culture

brighthush is committed to creating a supportive, inclusive, and dynamic workplace, even when it’s virtual. You’ll enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• A collaborative virtual community with daily stand‑ups, team chats, and virtual coffee breaks.
• Regular company‑wide town halls and knowledge‑sharing sessions.
• A culture that celebrates achievements, encourages innovation, and values work‑life balance.
• Opportunities to contribute to process improvements and share your ideas.

Compensation, Perks, and Benefits

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

• Base salary commensurate with industry standards for remote customer service roles.
• Performance‑based bonuses and incentives.
• Health, dental, and vision insurance options.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development budget and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Technology stipend for home office setup.

Remote Eligibility

This position is fully remote and open to candidates residing in the United States. Eligible states include:

• AL, GA, ID, IA, IN, KS, LA, MI, MS, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, WY.

How to Apply

Ready to join a forward‑thinking team that values your expertise and supports your growth? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Apply To This Job

Closing Statement

At brighthush, we’re more than a customer service provider—we’re a partner that empowers utilities to deliver outstanding experiences to their customers. If you are passionate about helping people, thrive in a remote environment, and want to make a tangible impact on the way natural gas customers interact with their utilities, we want to hear from you. Join us and become part of a team that values innovation, integrity, and the human touch.