Seasoned Bilingual Spanish‑English Emergency Customer Service Representative – Remote Virginia Resident – Energy Utility Support Specialist – High‑Impact Crisis Communication & Customer Experience Leader

About brighthush and the Energy Utility Landscape

brighthush is a global pioneer in digital transformation, dedicated to empowering energy utilities to deliver world‑class customer experiences through cutting‑edge technology, data analytics, and process innovation. With a presence in more than 30 countries, brighthush has earned a reputation for agility, collaboration, and a relentless focus on continuous learning. Our mission is simple: help utilities navigate the complexities of energy choice, customer engagement, and emergency response so that communities stay connected, informed, and empowered.

As the energy sector evolves—driven by renewable adoption, smart grid deployments, and shifting consumer expectations—brighthush stands at the forefront, partnering with public‑utility clients to streamline operations, enhance service reliability, and build trust. If you are passionate about making a tangible difference in people’s lives while thriving in a fast‑paced, remote environment, brighthush offers the platform to grow, learn, and lead.

Why This Role Matters

In times of crisis, the voice that reaches customers first can mean the difference between panic and peace of mind. As an Emergency Customer Service Representative, you will be the frontline guardian that keeps communities safe and informed during power outages, grid emergencies, and other critical events. Your bilingual fluency in Spanish and English will bridge communication gaps, ensuring that Spanish‑speaking customers receive timely, accurate, and compassionate support. This role is essential to maintaining trust in our client’s brand and ensuring that every customer feels heard and valued.

Key Responsibilities

• Customer Care Excellence – Deliver outstanding service across multiple channels (phone, email, chat, and written correspondence) while maintaining a calm, empathetic demeanor.
• Emergency Response – Handle urgent calls related to power outages, grid emergencies, and other critical incidents, providing real‑time updates and guidance.
• Issue Resolution – Utilize active listening and probing questions to diagnose problems, offer solutions, and close tickets efficiently.
• Energy Education – Explain energy suppliers, choice programs, and conservation tips to customers in both Spanish and English, empowering them to make informed decisions.
• Data Accuracy – Log interactions accurately in the CRM, ensuring all information is up‑to‑date for future reference and analytics.
• Team Collaboration – Work closely with cross‑functional teams (technical support, billing, and field operations) to resolve complex issues.
• Continuous Improvement – Participate in training sessions, share feedback, and contribute to process enhancements that elevate customer experience.
• Compliance & Quality Assurance – Adhere to all regulatory guidelines, internal policies, and quality standards to protect customer data and maintain service integrity.
• Shift Flexibility – Operate during a variety of shifts, including nights, weekends, and holidays, to provide 24/7 coverage for critical incidents.

Essential Qualifications

• Bilingual proficiency in Spanish and English (both written and spoken). A language assessment will be conducted during the application process.
• High school diploma or equivalent; additional certifications in customer service or energy industry knowledge are a plus.
• Minimum of 1 year of customer service experience, preferably in a call center or emergency response environment.
• Strong multitasking abilities: managing simultaneous calls, emails, and chat sessions without compromising quality.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM platforms.
• Full availability for a variety of shifts, including nights, weekends, and holidays. Ability to work at least one weekend day per week.
• Excellent verbal and written communication skills, with a knack for simplifying complex information.
• Problem‑solving mindset and a proven track record of meeting or exceeding performance metrics.

Preferred Qualifications

• Experience in the energy or utilities sector, especially with customer engagement or outage management.
• Knowledge of energy choice programs, renewable energy options, and conservation best practices.
• Previous exposure to call‑center software (e.g., brighthush, brighthush, or similar) and ticketing systems.
• Certification in Customer Service Excellence or related fields.
• Demonstrated ability to work independently in a remote setting while maintaining high productivity.

Core Skills & Competencies

• Communication – Clear, concise, and culturally sensitive communication in both Spanish and English.
• Empathy & Resilience – Ability to remain calm under pressure and show genuine concern for customers during emergencies.
• Technical Aptitude – Comfortable navigating multiple software tools and troubleshooting basic technical issues.
• Analytical Thinking – Quickly assess situations, identify root causes, and propose effective solutions.
• Team Player – Collaborate with colleagues across departments to resolve complex problems.
• Adaptability – Thrive in a dynamic environment where priorities shift rapidly.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. Over 80% of our frontline leaders have risen through the ranks, thanks to our structured career pathways and mentorship programs. As an Emergency Customer Service Representative, you will have access to:

• Comprehensive onboarding and ongoing training modules covering energy industry fundamentals, customer service best practices, and advanced communication techniques.
• Leadership development workshops that prepare you for supervisory or managerial roles.
• Cross‑functional rotation programs, allowing you to gain exposure to billing, technical support, and field operations.
• Access to industry conferences, webinars, and certifications at no cost.
• Regular performance reviews with clear, actionable feedback and personalized development plans.
• Opportunities to contribute to product innovation and process improvement initiatives.

Work Environment & Company Culture

brighthush champions a remote‑first culture that empowers employees to work from anywhere in the United States. Our virtual office is built on trust, transparency, and collaboration. You will:

• Join a diverse, inclusive team that values every voice.
• Participate in weekly virtual huddles, town halls, and informal coffee chats.
• Benefit from flexible scheduling that respects work‑life balance.
• Access a digital wellness platform featuring meditation sessions, virtual fitness classes, and mental health resources.
• Enjoy a culture of recognition, with monthly awards for outstanding performance and innovation.
• Engage in community outreach programs that support local energy education and sustainability initiatives.

Compensation, Perks, and Benefits

While specific salary ranges are determined by experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for remote bilingual customer service roles.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance plans with generous coverage options.
• Paid time off (PTO) and paid holidays.
• Employee stock purchase plan (ESPP) and retirement savings plan (401(k) with company match).
• Employee assistance program (EAP) and wellness stipend for personal training or fitness memberships.
• Discounts on a range of products and services, from tech gadgets to travel packages.
• Paid training and certification support to advance your career.
• Flexible work-from-home equipment stipend and ergonomic support.

How to Apply

If you are a dedicated, bilingual professional ready to make a real impact in the energy sector, we invite you to apply today. Join brighthush and become part of a team that values innovation, customer focus, and personal growth.

Ready to take the next step? Apply now and help us keep communities connected, informed, and safe.