Remote Customer Service Support Specialist – Facilities, City Services, Water & Sanitation – Full‑Time Virtual Role at brighthush

About brighthush

brighthush is a leading provider of integrated customer experience solutions for the public‑sector utilities and municipal services industry. With a legacy of excellence that dates back to 1976, brighthush has grown into a trusted partner for cities, water districts, and sanitation authorities across the United States. Our mission is simple: to empower communities by delivering seamless, data‑driven support that keeps essential services running smoothly.

As a fully remote, full‑time position, this role offers the flexibility to work from anywhere in the United States while being part of a dynamic, collaborative team that values innovation, integrity, and impact. Whether you’re a seasoned call‑center professional or a recent graduate with a passion for public‑sector service, brighthush provides the tools, training, and career path to help you thrive.

Why Join brighthush?

• Impactful Work: Every interaction you handle directly supports the reliability of water, sanitation, and city services that millions of residents depend on.
• Remote Flexibility: Work from the comfort of your home while staying connected to a global team of experts.
• Growth Opportunities: From entry‑level support to senior client‑success roles, brighthush offers clear career pathways and continuous learning.
• Competitive Compensation: A comprehensive benefits package that includes 401(k), health, dental, vision, and life insurance.
• Culture of Excellence: We celebrate diversity, encourage collaboration, and reward initiative and results.

Key Responsibilities

As a Customer Service Support Specialist, you will be the frontline advocate for our municipal and utility clients. Your day‑to‑day duties will include:

• Responding to alarms, phone calls, emails, and live chat inquiries with professionalism and empathy.
• Providing accurate, timely information on facilities, city services, water, and sanitation issues.
• Researching and synthesizing data from multiple databases (5–7) to deliver comprehensive solutions.
• Processing orders, forms, and applications while ensuring data integrity.
• Identifying priority issues, escalating appropriately, and routing calls to the right internal or external resources.
• Following up on unresolved inquiries, including callbacks and status updates.
• Completing detailed call reports and maintaining departmental standards for attendance and productivity.
• Participating in outbound call campaigns for specific utility clients or serving as a dedicated agent for a single client.
• Coordinating responses between vendors and customers, ensuring seamless communication across all parties.
• Entering, dispatching, and completing customer work orders via our CMMS and other software systems.
• Recording audio announcements to keep callers informed of status changes.
• Utilizing translation services when necessary to serve diverse communities.
• Recognizing and documenting call trends, alerting Account Leads or managers to potential systemic issues.
• Notifying technical support of system outages or work stoppages, prioritizing critical incidents.
• Completing required training modules within specified timeframes.
• Adhering to Support Center guidelines, including scheduled breaks, lunch periods, and shift rotations.
• Providing overtime support as needed during peak periods or client emergencies.
• Executing additional duties and projects assigned by supervisors to support overall team objectives.

Essential Qualifications

To excel in this role, you should bring:

• High school diploma or GED (preferably with some college coursework).
• 2–4 years of call‑center or customer‑service experience, ideally in a public‑sector or utilities environment.
• Strong verbal and written communication skills, with a clear, pleasant speaking voice.
• Proficiency in Microsoft Office (Outlook, Word, Excel) and basic computer troubleshooting.
• Experience navigating multiple databases and CRM systems (e.g., Salesforce).
• Familiarity with CMMS or equivalent maintenance software (e.g., Maintenance Connections).
• Knowledge of facilities maintenance, utilities, city services, or water/wastewater management is a plus.
• Excellent listening skills and the ability to input data while speaking.
• Adaptability, teamwork, professionalism, and courtesy in a virtual environment.
• Stress tolerance, resilience, and the maturity to work independently.

Preferred Qualifications

We’ll be even more excited if you also have:

• Some college coursework or training beyond high school.
• Experience with Vonage Telephony or similar VoIP systems.
• Prior exposure to translation services or multilingual support.
• Knowledge of municipal budgeting or public‑sector procurement processes.
• Experience in a supervisory or team‑lead capacity.

Core Competencies

• Customer‑centric mindset with a passion for problem solving.
• Strong analytical skills and attention to detail.
• Time‑management and organizational prowess.
• Effective collaboration across cross‑functional teams.
• Continuous learning and adaptability to new technologies.
• Commitment to maintaining confidentiality and data security.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. We offer:

• Structured onboarding and mentorship programs.
• Access to industry certifications (e.g., Certified Customer Service Professional).
• Regular internal training sessions on emerging technologies and best practices.
• Clear promotion paths from Customer Service Specialist to Senior Specialist, Team Lead, or Client Success Manager.
• Opportunities to transition into technical roles such as CMMS Analyst or Data Analyst.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible scheduling within core hours to accommodate personal commitments.
• Weekly virtual team huddles and monthly all‑hands meetings.
• A culture that celebrates wins, learns from challenges, and values each team member’s voice.
• Access to a digital wellness program, including virtual fitness classes and mental‑health resources.
• Annual virtual retreats and optional in‑person meet‑ups for team bonding.

Compensation & Benefits

While the base salary is competitive and commensurate with experience, we also offer:

• 401(k) plan with company match.
• Health, dental, vision, and life insurance.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend for courses, conferences, or certifications.
• Employee assistance program for personal and financial counseling.
• Remote‑work stipend to support home‑office setup.

How to Apply

If you’re ready to make a tangible difference in the lives of communities across the country, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.