Seasoned Customer Service Representative & Emergency Response Specialist – Energy Utilities & Sustainability Champion – Remote & Onsite Opportunities at brighthush

About brighthush

brighthush is a trailblazing leader in the energy utilities sector, delivering reliable gas and electric service to more than 1.1 million homes and businesses across eight states. Our commitment extends beyond the grid – we are dedicated to creating unforgettable customer experiences, fostering sustainability, and ensuring the safety of every community we serve. As a Customer Service Representative, you become the first line of trust, the voice that resolves issues, educates customers, and safeguards the neighborhoods that rely on our power.

Our Mission and Vision

Mission: To provide safe, reliable, and sustainable energy solutions while delivering world‑class customer service. Vision: A future where every household enjoys uninterrupted, clean energy, and every customer feels heard, respected, and empowered to make informed choices about their consumption.

Why Join brighthush?

• Impactful Work – Every call you handle can prevent a safety incident, keep a family on the grid, or guide a customer toward an energy‑saving program.
• Career Growth – We invest in your professional development with paid training, mentorship, and a clear path to supervisory and technical roles.
• Competitive Compensation & Benefits – From hourly pay to comprehensive health coverage, we reward your dedication.
• Inclusive Culture – Diversity, equity, and inclusion are woven into our hiring, training, and daily operations.
• Work Flexibility – Remote or onsite options, with a supportive home‑office setup and a collaborative team environment.

Key Responsibilities

As a Customer Service Representative at brighthush, you will:

• Handle inbound customer inquiries and emergency calls with professionalism, empathy, and a calm demeanor.
• Apply established protocols to assess and resolve issues related to gas and electric service, including outages, billing disputes, and safety concerns.
• Maintain accurate customer records, ensuring data integrity, confidentiality, and compliance with regulatory standards.
• Conduct credit checks, calculate deposit requirements, and offer payment plans when appropriate, balancing customer needs with company policy.
• Educate customers on available energy assistance programs, rate options, and conservation tips to help them reduce consumption and costs.
• Escalate complex cases to the appropriate department while following escalation procedures and maintaining clear documentation.
• Participate in ongoing training and quality assurance initiatives to improve service metrics, customer satisfaction scores, and operational efficiency.
• Support special projects and process improvements as assigned by management, contributing ideas and feedback from the frontline.
• Adhere to safety protocols, placing the well‑being of customers and colleagues first, and reporting any incidents or hazards promptly.

Daily Interaction Highlights

• Resolve a wide range of customer issues, from simple billing questions to complex outage investigations.
• Collaborate with field technicians, billing specialists, and safety teams to ensure seamless service delivery.
• Use advanced CRM tools to document interactions, track follow‑ups, and monitor service quality.
• Stay current on regulatory changes, company policies, and industry best practices through continuous learning.

Essential Qualifications

• High school diploma or GED equivalency.
• Minimum of one year of call‑center experience or two years of general customer‑service experience.
• Strong verbal and written communication skills in English.
• Proficiency with computer systems, CRM platforms, and Microsoft Office Suite.
• Ability to work independently in a remote or onsite environment.
• Reliable high‑speed internet connection (minimum 50 Mbps download) and a quiet, ergonomic workspace.
• Valid U.S. driver’s license (preferred for occasional onsite visits).
• Legal authorization to work in the United States; no sponsorships considered.
• Commitment to maintaining a professional appearance in a business‑casual setting.
• Willingness to work standard shifts (9:00 am–6:00 pm or 9:30 am–6:30 pm MST) and occasional evening, weekend, or holiday coverage.

Preferred Qualifications

• Bi‑lingual proficiency in Spanish (additional $1.00 per hour).
• Experience in the utilities or energy sector.
• Knowledge of collection practices and payment‑plan administration.
• Familiarity with emergency response protocols.
• Previous remote work experience with strong self‑management skills.

Skills & Competencies

• Customer‑Centric Mindset – Ability to listen, empathize, and provide tailored solutions.
• Problem‑Solving – Quickly analyze information and make decisions within established guidelines.
• Attention to Detail – Accurate data entry and record‑keeping.
• Time Management – Meet productivity and quality metrics while handling multiple tasks.
• Team Collaboration – Communicate effectively with peers, supervisors, and cross‑functional teams.
• Adaptability – Thrive in a dynamic environment with evolving policies and technology.
• Integrity & Confidentiality – Safeguard customer information and comply with all security protocols.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Customer Service Representative, you will have access to:

• Structured onboarding and continuous training programs that cover industry best practices, regulatory compliance, and customer‑service excellence.
• Mentorship from experienced supervisors and subject‑matter experts who guide your professional journey.
• Cross‑training in billing, collections, and technical support, giving you a holistic view of the customer experience.
• Leadership development tracks for high‑performing employees, including management training and project‑leadership opportunities.
• Annual performance reviews with clear advancement criteria and personalized development plans.
• Educational assistance after one year of employment to support further education or certifications, such as customer‑service certifications or industry‑specific credentials.

Work Environment & Culture

brighthush fosters a culture of respect, innovation, and community. Whether you work from home or our Boise, ID office, you’ll experience:

• A supportive team that values open communication and collaboration.
• Regular virtual town halls, team‑building events, and cross‑departmental workshops.
• A focus on work‑life balance, with flexible scheduling, paid time off, and generous vacation policies.
• Commitment to safety, with comprehensive training, clear protocols, and a zero‑tolerance approach to workplace hazards.
• Recognition programs that celebrate outstanding customer service, innovation, and teamwork.

Compensation, Perks, and Benefits

• Hourly Pay – $18.50 per hour, with an additional $1.00 per hour for Spanish speakers.
• Shift Differential – Additional pay for evening, weekend, or holiday shifts.
• Health & Wellness – Comprehensive medical, dental, and vision coverage, including telehealth services.
• Retirement Plans – 401(k) with company match up to 5% of your salary.
• Paid Time Off – Generous vacation, sick leave, and personal days, plus paid holidays.
• Professional Development – Tuition reimbursement, certification support, and access to online learning platforms.
• Employee Assistance Program – Confidential counseling and support services for you and your family.
• Wellness Programs – Gym membership discounts, wellness challenges, and mental‑health resources.
• Technology Stipend – Remote employees receive a stipend for home‑office equipment and high‑speed internet.

How to Apply

If you are passionate about delivering world‑class customer service, thrive in a fast‑paced environment, and want to grow your career in the energy utilities sector, brighthush invites you to apply. Join a team that values your expertise, supports your professional journey, and rewards your commitment to excellence. Your voice will help keep communities safe, powered, and sustainable.