Seasoned Call Center Agent & Sales Specialist – Inbound/Outbound Customer Success Champion – Remote, High‑Impact Role at brighthush

About brighthush

brighthush is redefining the backbone of the home‑service industry. We empower electricians, plumbers, HVAC technicians, and a wide array of small‑business owners with the tools they need to streamline operations, boost revenue, and deliver exceptional customer experiences. By marrying industry‑specific knowledge with cutting‑edge scheduling, accounting, and customer‑relationship management solutions, we remove the administrative clutter that often holds these professionals back. The result? More time on the job, happier customers, and sustainable growth for every client we serve.

Why brighthush is the Place to Grow

When you join brighthush, you’re stepping into a culture that prizes professionalism, continuous learning, and measurable impact. Our fully remote, flexible work model means you can balance family, hobbies, and a rewarding career—all while contributing to a mission that matters. We celebrate diversity, champion collaboration, and reward innovation, creating an environment where every team member can thrive.

Role Overview

The Call Center Agent is the frontline ambassador for brighthush and the first touchpoint for our clients’ customers. You’ll handle inbound and outbound calls, book and dispatch jobs, maintain CRM accuracy, and manage digital leads—all while driving revenue through a strong sales orientation. Your performance directly influences SLA metrics, client satisfaction, booking conversion rates, and overall revenue generation. This is a high‑impact, high‑energy role that rewards urgency, accuracy, accountability, and a passion for turning every call into a potential booking.

Key Responsibilities

• Serve as the first point of contact for all inbound calls and online inquiries, delivering a consistent, professional experience that reflects brighthush’s brand values.
• Utilize company‑prepared scripts to answer customer questions, guide them to the best service solutions, and close appointments with confidence.
• Provide calm, empathetic support that makes customers feel heard and valued, turning every interaction into a positive brand experience.
• Conduct follow‑up calls to check in on past customers, assess current needs, and identify upsell opportunities that benefit both the client and the business.
• Accurately record detailed notes from customer interactions and enter them into our CRM system, ensuring data integrity and actionable insights.
• Collaborate with field teams by providing real‑time updates and ensuring seamless job dispatch, minimizing delays and maximizing customer satisfaction.
• Maintain 100% accuracy in data entry, booking, and dispatch processes, upholding the highest standards of operational excellence.
• Track and report on key performance indicators such as call volume, conversion rates, SLA adherence, and revenue impact, using dashboards and analytics tools.
• Participate in ongoing training sessions to stay current on product knowledge, scheduling software, and industry best practices, continuously improving your skill set.
• Contribute to a positive, upbeat company culture by sharing ideas, celebrating successes, and supporting teammates—helping to build a collaborative, high‑performing team.
• Act as a brand advocate, sharing customer feedback with product and marketing teams to drive continuous improvement and innovation.
• Adhere to all company policies, data privacy regulations, and industry compliance standards, safeguarding customer information and maintaining trust.

Essential Qualifications

• High School Diploma or GED required; additional education or certifications in business, communications, or related fields is a plus.
• Self‑starter with a proven track record of reliability and flexibility in working hours, including the ability to adapt to peak call times.
• Exceptional verbal and written communication skills, with a courteous, professional demeanor that resonates with diverse customers.
• High level of accuracy and efficiency—attention to detail is paramount in every interaction and data entry task.
• Strong typing speed (30+ WPM) and computer literacy, including proficiency with Microsoft Office, Google Workspace, and basic troubleshooting.
• Excellent multitasking and follow‑up skills, with the ability to manage multiple priorities simultaneously while maintaining quality.
• Ability to work independently as well as collaboratively within a virtual team environment, leveraging collaboration tools such as Slack, Teams, or Zoom.
• Experience with scheduling software (ServiceTitan, FieldEdge, Housecall Pro, or similar) is a plus, but not required.
• Background in HVAC, plumbing, electrical, or other home‑service customer service or dispatch roles is advantageous but not required.

Preferred Qualifications

• Prior experience in a call center or customer‑service role, especially within the home‑service industry, demonstrating familiarity with industry terminology and customer expectations.
• Sales experience with a proven ability to convert inquiries into booked appointments, including experience with upselling and cross‑selling services.
• Knowledge of accounting integrations and financial reporting tools used by small businesses, enabling you to provide value‑added insights to clients.
• Experience with CRM platforms such as Salesforce, HubSpot, or Zoho, and a willingness to learn new systems quickly.
• Comfortable with remote work technology, including video conferencing, screen sharing, and collaboration tools, ensuring seamless communication with teammates and clients.
• Experience with data analytics and reporting, using tools like Excel, Power BI, or Tableau to derive actionable insights from customer data.

Skills & Competencies

• Customer‑centric mindset with a passion for solving problems and delivering tangible value to clients.
• Strong analytical skills to interpret data, identify trends, and recommend improvements that enhance customer experience and operational efficiency.
• Adaptability to changing priorities and the ability to thrive in a fast‑paced, dynamic environment where new challenges arise daily.
• Resilience under pressure, maintaining composure during high‑volume periods and ensuring consistent service quality.
• Team player who actively supports colleagues, shares best practices, and contributes to a collaborative, high‑performing culture.
• Proactive learner who seeks feedback, embraces continuous improvement, and stays ahead of industry trends and product updates.
• Strong organizational skills, with the ability to manage time effectively, prioritize tasks, and meet deadlines.
• Tech‑savvy mindset, comfortable navigating multiple software platforms, troubleshooting issues, and learning new tools quickly.

Career Growth & Learning Opportunities

At brighthush, your professional development is as important as your day‑to‑day responsibilities. As a Call Center Agent, you’ll have access to a comprehensive growth ecosystem:

• Structured Onboarding – A multi‑phase onboarding program that covers product knowledge, sales techniques, industry trends, and company culture, ensuring you hit the ground running.
• Ongoing Training Modules – Weekly live training sessions, recorded webinars, and self‑paced courses covering advanced sales strategies, customer psychology, and new product features.
• Mentorship Programs – Pairing with senior agents and managers for one‑on‑one coaching, career guidance, and skill development.
• Clear Advancement Pathways – Progression from Senior Agent to Team Lead, then to Operations Manager or Sales Director, with transparent criteria and regular performance reviews.
• Cross‑Functional Projects – Opportunities to collaborate with Marketing, Product Development, and Customer Success teams, broadening your skill set and expanding your network.
• Performance Reviews & Development Plans – Quarterly reviews that provide actionable feedback, set measurable goals, and create personalized development plans.
• Leadership Development – Access to leadership training programs, workshops, and conferences that prepare you for higher‑level roles.
• Innovation Labs – Participation in hackathons and innovation labs where you can propose new features, process improvements, or customer‑centric initiatives.

Work Environment & Company Culture

brighthush is a fully remote, flexible organization that values work‑life balance. Our culture is built on:

• Transparency – Open communication channels, regular company‑wide updates, and an open‑door policy that encourages feedback and idea sharing.
• Collaboration – Cross‑team projects, virtual team‑building activities, and collaborative tools that foster a sense of community across time zones.
• Innovation – A culture that encourages experimentation, embraces new ideas, and rewards creative problem‑solving.
• Diversity & Inclusion – A commitment to creating an environment where everyone feels respected, empowered, and able to bring their authentic selves to work.
• Recognition – Celebrating achievements through shout‑outs, awards, spot bonuses, and public recognition in company meetings.
• Well‑Being – Resources for mental health, flexible scheduling, and a supportive environment that prioritizes employee well‑being.
• Community Impact – Opportunities to volunteer, support local initiatives, and contribute to causes that matter to our team and clients.

Compensation & Benefits

We offer a competitive compensation package designed to reward your hard work and dedication:

• Base salary starting at $19 per hour, with performance‑based incentives tied to booking conversion and SLA metrics.
• Equipment stipend of $100 per month to support your home‑office setup, including high‑speed internet, headset, and ergonomic accessories.
• Health, dental, and vision benefits available after 90 days of employment, with options for individual and family coverage.
• 401(k) retirement savings plan with company match, ensuring you’re building a secure financial future.
• Paid vacation and paid time off (PTO) to recharge and maintain well‑being, with a flexible accrual system.
• Paid training and professional development courses to enhance your skill set and advance your career.
• Flexible work schedule that adapts to business needs and your personal commitments, allowing you to work when you’re most productive.
• Access to a wellness program, including mental health resources, mindfulness sessions, and health coaching.
• Employee referral bonuses for bringing talented peers into the brighthush family.

How to Apply

Ready to make a tangible impact on the success of small‑business owners while advancing your own career? Click the link below to submit your application and join the brighthush team.

Equal Opportunity Employer

brighthush is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.