Remote Part‑Time Customer Service Representative – 24/7 High‑Volume Call Center, CRM & Dispatch Specialist – Join brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven staffing partner that connects top talent with leading organizations across a spectrum of industries. With a culture rooted in innovation, integrity, and impact, brighthush empowers professionals to thrive in dynamic, remote‑first environments. We pride ourselves on delivering exceptional service to our clients and creating meaningful career opportunities for our candidates. Whether you’re a seasoned customer service veteran or a recent graduate eager to launch your career, brighthush offers the support, resources, and growth pathways you need to succeed.

Why brighthush?

At brighthush, we believe that the future of work is collaborative, flexible, and customer‑centric. Our mission is to bridge the gap between exceptional talent and organizations that demand excellence. By partnering with brighthush, you’ll:

• Work Remotely from Anywhere: No commute, no office overhead—just a reliable internet connection and a quiet workspace.
• Enjoy Flexible Scheduling: Balance your personal commitments while contributing to a 24/7 operation.
• Grow Professionally: Access to continuous learning, mentorship, and clear career pathways.
• Be Part of a Diverse, Inclusive Team: We celebrate different perspectives and foster a culture of belonging.
• Make a Real Impact: Every interaction you handle directly influences customer satisfaction and the success of our client’s mission.

Position Overview

We are currently recruiting for a Remote Part‑Time Customer Service Representative on behalf of a confidential client that operates a 24/7 customer service center. This role is ideal for individuals who thrive in fast‑paced, high‑volume environments and are passionate about delivering outstanding customer experiences. As a key member of the support team, you will handle inbound and outbound communications, manage service requests, and ensure accurate documentation across multiple CRM platforms.

Key Responsibilities

• High‑Volume Communication Management: Handle a daily influx of inbound calls, emails, and live chat interactions—often exceeding 70 inbound calls per day—while maintaining a calm, professional demeanor.
• Service Request Resolution: Respond to a wide range of customer inquiries, including municipal services, facilities, alarms, sanitation, water, and wastewater operations, ensuring timely and accurate solutions.
• CRM Documentation: Accurately record all interactions in the client’s CRM system (e.g., brighthush), ensuring data integrity and compliance with internal quality standards.
• Multitasking & Prioritization: Seamlessly juggle multiple tasks—calls, emails, chats—while maintaining high accuracy and customer satisfaction scores.
• Independent Work Environment: Operate from a distraction‑free home office, demonstrating self‑motivation and the ability to work autonomously with minimal supervision.
• Quality Assurance & Continuous Improvement: Participate in regular quality reviews, provide feedback, and contribute to process enhancements that elevate service levels.
• Team Collaboration: Coordinate with dispatch, technical support, and other departments to resolve complex issues and ensure a seamless customer journey.
• Performance Monitoring: Track key metrics such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) to gauge performance and identify improvement opportunities.
• Escalation Management: Identify and forward escalated issues to the appropriate specialist or supervisor, ensuring timely resolution.
• Continuous Learning: Stay current with product updates, policy changes, and industry best practices to provide accurate information to customers.

Essential Qualifications

• Minimum of 1–2 years of customer service or call center experience, preferably in a 24/7 environment.
• Strong written and verbal communication skills, with impeccable grammar and professional email etiquette.
• Proficiency in brighthush Office Suite (Word, Excel, Outlook) and experience with CRM platforms such as brighthush.
• Demonstrated ability to handle high call volumes—70+ inbound calls daily—while maintaining composure and accuracy.
• Excellent organizational, multitasking, and problem‑solving abilities.
• Reliable high‑speed internet connection (minimum 50 Mbps) and a dedicated, quiet workspace.
• Self‑motivated, proactive, and capable of working independently with minimal oversight.

Preferred Qualifications

• Experience in municipal or public‑sector service environments (e.g., water, wastewater, sanitation).
• Familiarity with dispatch operations or logistics coordination.
• Knowledge of call center metrics (e.g., AHT, CSAT, NPS) and experience with performance dashboards.
• Previous exposure to remote work setups and virtual collaboration tools.
• Multilingual capabilities or experience serving diverse customer bases.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping customers and a commitment to exceeding expectations.
• Technical Aptitude: Quick learner who can navigate multiple software platforms and troubleshoot basic technical issues.
• Communication Excellence: Clear, concise, and empathetic communication across phone, email, and chat channels.
• Time Management: Ability to prioritize tasks, meet deadlines, and manage workload efficiently.
• Adaptability: Comfortable with changing priorities, new processes, and evolving customer needs.
• Team Player: Willingness to collaborate with cross‑functional teams while maintaining independence.

Key Performance Indicators (KPIs)

• Average Handle Time (AHT) – Target: ≤ 4 minutes per call.
• Customer Satisfaction Score (CSAT) – Target: ≥ 90%.
• Net Promoter Score (NPS) – Target: ≥ 50.
• First Contact Resolution (FCR) – Target: ≥ 85%.
• Adherence to Schedule – Target: ≥ 95%.

Technology Stack

• Virtual Phone System (VoIP) – for inbound and outbound calls.
• Live Chat & Email Integration – to manage multi‑channel support.
• CRM Platform – brighthush for ticketing, data capture, and reporting.
• Collaboration Tools – brighthush Teams, brighthush SharePoint for internal communication.
• Analytics Dashboard – brighthush Insights for real‑time KPI monitoring.

Team Structure

• Customer Service Representatives: Front‑line agents handling day‑to‑day interactions.
• Dispatch Coordinators: Manage field operations and resource allocation.
• Technical Support Specialists: Resolve complex technical issues.
• Quality Assurance Analysts: Monitor call quality and provide coaching.
• Operations Manager: Oversees overall service delivery and performance.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a continuous journey. As a Customer Service Representative, you will have access to a range of learning resources, including:

• On‑the‑Job Training: Structured onboarding and ongoing coaching from experienced mentors.
• Skill‑Building Workshops: Sessions on advanced CRM usage, conflict resolution, and customer psychology.
• Career Pathways: Opportunities to transition into roles such as Customer Success Manager, Operations Analyst, or Team Lead.
• Certification Support: Assistance with obtaining industry certifications (e.g., Certified Customer Experience Professional).
• Performance Recognition: Regular feedback, performance reviews, and recognition programs that celebrate achievements.
• Leadership Development: Access to leadership training for those aspiring to managerial roles.

Work Environment & Culture

Working remotely from the comfort of your home, you’ll enjoy a flexible schedule that aligns with your lifestyle. brighthush fosters a culture of trust, transparency, and collaboration. Our remote teams connect through virtual stand‑ups, collaborative tools, and regular virtual coffee breaks, ensuring you never feel isolated. We value diversity, inclusion, and a growth mindset, and we celebrate the unique perspectives each team member brings.

Diversity & Inclusion

brighthush is committed to creating an inclusive environment where everyone feels respected and empowered. We actively seek to build teams that reflect the communities we serve, and we provide ongoing training on cultural competency, unconscious bias, and inclusive communication.

Compensation & Benefits

While specific salary details are tailored to experience and market conditions, we offer competitive hourly rates that reflect the high‑volume, 24/7 nature of the role. In addition to remuneration, you’ll receive:

• Fully remote work—no commute, no office overhead.
• Company‑provided laptop, headset, and any additional equipment required for optimal performance.
• High‑speed internet stipend to support your home office setup.
• Flexible scheduling options to accommodate personal commitments.
• Access to a comprehensive benefits package, including health, dental, and vision coverage (subject to eligibility).
• Paid time off and holiday scheduling aligned with the client’s policies.
• Professional development budget and training resources.
• Employee recognition programs and performance bonuses.

How to Apply

If you’re ready to join a forward‑thinking organization that values your expertise and offers a platform for growth, we encourage you to apply today. Click the link below to submit your application and take the first step toward an exciting career with brighthush.

We look forward to discovering how your skills and passion can contribute to our client’s success and to the continued growth of brighthush. Join us and help shape the future of customer service—one interaction at a time.