Seasoned Bilingual Spanish‑English Emergency Customer Service Specialist – 24/7 Remote Support for Virginia Residents, Delivering Critical Energy Solutions & Community Resilience

About brighthush

brighthush stands at the forefront of the public‑utility landscape, blending three decades of industry expertise with cutting‑edge digital innovation. Our mission is simple yet powerful: to empower utilities to deliver seamless, customer‑centric experiences around the clock. We partner with leading energy providers across the United States, helping them transform complex service operations into intuitive, data‑driven interactions that build trust, safety, and resilience in every community we touch.

Our culture is rooted in continuous improvement, collaboration, and a deep commitment to the people we serve. With a Great Place to Work certification and a remarkable 80% of frontline leaders rising from within, brighthush proves that growth, empowerment, and excellence can coexist. Every call, chat, or email handled by our team is an opportunity to make a tangible difference in the lives of Virginia’s residents.

Why This Role Matters

In a state where reliable power is the backbone of homes, businesses, and public safety, the role of a Bilingual Emergency Customer Service Representative is nothing short of heroic. You will be the first line of defense during outages, the voice that guides customers through billing complexities, and the educator who promotes energy‑conservation programs. Your work directly influences how quickly communities recover from disruptions, how effectively they understand their energy choices, and how confidently they navigate the evolving utilities landscape.

Role Overview

This full‑time, remote position places you at the heart of brighthush’s 24/7 support network. You will manage a diverse array of customer interactions—phone, email, chat, and written correspondence—across multiple channels. Your responsibilities will span routine service requests, urgent emergency situations, and proactive outreach, all while maintaining the highest standards of empathy, efficiency, and compliance.

Key Responsibilities

• Handle inbound and outbound calls in both Spanish and English, delivering clear, accurate information and timely solutions.
• Resolve service‑related issues such as outages, billing disputes, and account inquiries with professionalism and speed.
• Educate customers on energy‑choice programs, conservation tips, and the benefits of our partner utilities’ offerings.
• Document every interaction accurately in the CRM, ensuring data integrity and adherence to regulatory standards.
• Escalate complex or unresolved issues to specialized teams while preserving a positive customer experience.
• Participate in continuous training and development sessions to stay current on product knowledge, compliance updates, and best practices.
• Maintain composure and professionalism during high‑volume or high‑stress periods, such as widespread outages or emergency events.
• Adhere to scheduled shifts, including weekends and holidays, to provide uninterrupted 24/7 coverage.
• Collaborate with cross‑functional teams—technical support, billing, field operations—to resolve complex issues and improve service delivery.
• Contribute to process improvement initiatives by sharing frontline insights and suggesting enhancements to scripts, knowledge bases, and escalation protocols.

Essential Qualifications

• Fluency in Spanish and English (written and spoken). A bilingual proficiency test will be administered during the application process.
• High school diploma or equivalent; additional certifications in customer service, communications, or related fields are a plus.
• Full‑time availability with flexibility to work varied shifts, including weekends and holidays.
• Strong verbal and written communication skills, with the ability to listen actively and ask probing questions.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating CRM and ticketing systems.
• Prior experience in a customer‑service environment, preferably in a call‑center or support role.
• Demonstrated problem‑solving skills and a goal‑oriented mindset.
• Ability to work independently in a remote setting while maintaining high productivity and accountability.

Preferred Qualifications

• Experience in the utilities or energy sector.
• Knowledge of public‑utility regulations and compliance requirements.
• Experience handling emergency or crisis‑related customer interactions.
• Familiarity with data‑analysis tools or dashboards.
• Experience with remote work tools such as video conferencing, screen sharing, and virtual collaboration platforms.
• Certifications in customer‑service excellence, such as Certified Customer Service Professional (CCSP).

Skills & Competencies

• Active Listening: Fully focus on the customer’s needs and respond appropriately.
• Empathy & Patience: Maintain calm and supportive communication, especially during stressful situations.
• Multitasking: Manage multiple customer interactions and tasks simultaneously without compromising quality.
• Attention to Detail: Ensure accurate data entry and strict adherence to compliance protocols.
• Team Collaboration: Work effectively with cross‑functional teams, including technical support, billing, and field operations.
• Adaptability: Quickly adjust to new processes, tools, and shifting priorities.
• Problem‑Solving: Identify root causes and implement effective solutions in real time.
• Time Management: Prioritize tasks to meet service‑level agreements and customer expectations.

Career Growth & Learning Opportunities

At brighthush, we view your professional development as a cornerstone of our success. When you join our team, you’ll benefit from:

• Comprehensive onboarding and ongoing training programs covering product knowledge, compliance, and customer‑service excellence.
• Mentorship from seasoned leaders who have progressed from frontline roles to management.
• Clear career pathways that include opportunities to move into supervisory, specialist, or technical roles.
• Regular performance reviews and goal‑setting sessions to help you map out your growth trajectory.
• Access to industry conferences, webinars, and certifications that keep you at the forefront of customer‑service innovation.
• Cross‑departmental shadowing and project involvement to broaden your skill set and network within the organization.
• Annual tuition reimbursement for relevant courses, workshops, or certifications that align with your career goals.

Work Environment & Company Culture

Our remote work model is designed to give you flexibility while fostering a sense of community. You’ll be part of a diverse, inclusive team that values collaboration, transparency, and a shared commitment to customer success. At brighthush, we celebrate achievements through monthly recognition programs, and we encourage a healthy work‑life balance with generous paid time off and flexible scheduling. Our culture is built on:

• Innovation: Encouraging creative problem‑solving and continuous improvement.
• Integrity: Upholding the highest standards of honesty, accountability, and ethical conduct.
• Respect: Valuing each individual’s perspective and fostering an environment where everyone can thrive.
• Community Impact: Recognizing that our work directly supports the safety and well‑being of Virginia’s residents.
• Learning: Providing resources and time for professional growth and skill development.

Compensation & Benefits

While the exact hourly rate will be discussed during the interview process, we offer a competitive compensation package that includes:

• Competitive hourly wages that reflect your experience and skill set.
• Health, dental, and vision insurance options for you and your dependents.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Generous remote work stipend to support your home office setup.
• Ongoing professional development and tuition reimbursement for relevant courses.
• Employee assistance program (EAP) for mental health and well‑being support.
• Access to wellness resources, including virtual fitness classes and mindfulness sessions.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and are ready to make a tangible impact on the communities of Virginia, we encourage you to apply today. Join brighthush and become part of a team that is redefining the future of public‑utility customer service. Submit your resume and cover letter through our online portal, and let’s start a conversation about how you can help keep Virginia powered, informed, and empowered.