Seasoned Customer Service Representative – Expert Plumbing & HVAC Call Booking Specialist – Remote, Performance‑Based Growth & Impactful Role at brighthush
About brighthush
brighthush is the trusted name in home‑services across the United States, delivering reliable plumbing, HVAC, and related solutions that keep families comfortable, safe, and energy‑efficient. With a foundation built on transparency, community‑first values, and a relentless focus on customer satisfaction, we empower homeowners to tackle everyday challenges with confidence. Our team blends seasoned technicians, strategic sales professionals, and dedicated customer‑service experts to create a seamless experience from the first phone call to the final inspection.
As a fast‑growing, customer‑centric organization, brighthush is committed to fostering an inclusive, collaborative, and growth‑oriented culture. We invest in our people through continuous training, mentorship, and clear career‑development pathways that enable you to thrive both personally and professionally.
About the Home‑Services Industry
The home‑services sector is one of the most essential and resilient industries in the U.S. economy. Every year, millions of homeowners rely on trusted professionals to maintain, repair, and upgrade their living spaces. From emergency plumbing fixes to seasonal HVAC tune‑ups, the demand for high‑quality, reliable service never wanes. At brighthush, we are at the forefront of this industry, combining cutting‑edge technology with a human‑centric approach to deliver unparalleled value to our customers.
Why Join brighthush?
- Impactful Role – Your voice is the first touchpoint for every homeowner. You shape their experience, build trust, and directly influence revenue and customer satisfaction.
- Remote Flexibility – Work from the comfort of your home office while staying connected to a vibrant, supportive team.
- Performance‑Based Growth – Earn competitive compensation, performance bonuses, and clear advancement opportunities based on measurable results.
- Learning & Development – Access to industry‑leading training on customer engagement, sales techniques, and the latest home‑service technologies.
- Community Impact – Serve local neighborhoods, helping homeowners maintain safe, efficient, and comfortable living spaces.
- Inclusive Culture – We celebrate diversity, encourage open dialogue, and create an environment where every voice is heard.
How You’ll Make a Difference
As the frontline ambassador for brighthush, you will manage inbound and outbound communications, ensuring every interaction is handled with professionalism, empathy, and a focus on booking accuracy. Your day‑to‑day tasks will include:
- Inbound Call Handling & Booking – Answer every live call, follow structured scripts, and capture complete job details in ServiceTitan. You will confidently ask for the booking, even with price shoppers or hesitant callers.
- Outbound Calls & Revenue Recovery – Confirm upcoming appointments, reduce no‑shows, revive unsold estimates, and follow up on completed jobs to generate reviews. Reschedule cancellations proactively to maintain pipeline health.
- Digital Lead Response – Monitor web leads, text messages, and Google messages. Convert digital inquiries into booked appointments with the same level of care as phone calls.
- Data Integrity in ServiceTitan – Keep customer records clean and up‑to‑date: phone numbers, emails, addresses, equipment notes, and call reasons. Accurate data ensures technicians arrive prepared and customers receive timely service.
- Escalation & Coordination – Identify emergencies and pricing questions, then route them to the brighthush owner or lead technician following the defined escalation process.
- Performance Tracking – Meet weekly scorecard metrics: answer rate, booked jobs over qualified calls, and booking accuracy. Use data to refine your approach and drive continuous improvement.
- Team Collaboration – Participate in daily huddles, share best practices, and contribute to process improvements that enhance customer experience.
- Compliance & Quality Assurance – Adhere to company policies, call‑center guidelines, and industry regulations to maintain the highest standards of service.
Essential Qualifications
- Minimum of two years experience answering customer calls for a U.S. home‑services business (plumbing, HVAC, electrical, garage doors, pest control, or similar) or a U.S. call center serving homeowners.
- Hands‑on experience with ServiceTitan or an equivalent platform (Housecall Pro, Jobber, FieldEdge). Demonstrated ability to learn ServiceTitan quickly is essential.
- Excellent spoken English: warm, confident, and clear communication that naturally represents a local U.S. company and puts customers at ease.
- Comfortable asking for the booking and steering conversations toward scheduled appointments.
- Reliable home‑office setup: quiet workspace, wired internet, and a backup power plan or clearly stated contingency.
- Availability for the full U.S. Eastern shift and ability to start immediately.
- Strong organizational skills and meticulous attention to detail.
- Proactive mindset with the ability to work independently and manage time effectively.
Preferred Qualifications
- Experience with dispatch boards and capacity planning.
- Track record of converting price shoppers into booked diagnostics.
- Direct ServiceTitan experience (as opposed to an equivalent platform).
- Prior exposure to performance‑based incentive programs.
- Knowledge of HVAC and plumbing industry terminology and common customer pain points.
Ideal Candidate Profile
- Sales‑Minded, Yet Warm – You close bookings without sounding pushy, building genuine rapport with homeowners.
- Calm Under Pressure – Emergency calls, no‑hot‑water situations, or upset callbacks do not rattle you; you remain composed and solution‑oriented.
- Confident & Quick‑Thinking – You speak for brighthush as if you belong to the community, delivering confidence in every interaction.
- Highly Organized & Accurate – Clean bookings and pristine records are second nature; you understand the importance of data integrity.
- Proactive & Self‑Managing – You thrive working remotely, directly for the brighthush owner, without a supervising team.
- Tech‑Savvy – You pick up new systems fast and trust the process, ensuring smooth adoption of evolving tools.
How You’ll Grow at brighthush
At brighthush, we believe in nurturing talent from within. Successful Customer Service Representatives often progress to:
- Senior Call Center Manager – overseeing a team of representatives and shaping call‑center strategy.
- Field Operations Lead – coordinating dispatch, scheduling, and technician performance.
- Sales & Marketing Manager – leveraging customer insights to drive growth initiatives.
- Business Development Lead – identifying new market opportunities and partnerships.
- Customer Experience Director – leading company‑wide initiatives to elevate service quality.
Technology & Tools
To excel in this role, you’ll work with a suite of industry‑leading tools that streamline every step of the customer journey:
- ServiceTitan – Our primary field‑service management platform for booking, dispatch, and customer data.
- CRM & Lead Management – Integrated systems that capture digital leads from web, text, and Google messages.
- Communication Suite – VoIP, auto‑dialer, and real‑time chat to keep you connected with customers and teammates.
- Analytics Dashboard – Real‑time metrics on call volume, booking rates, and customer satisfaction.
- Collaboration Tools – Slack, Teams, and shared calendars for seamless teamwork.
Performance Metrics & Career Path
Shortlisted candidates will participate in a live mock‑call interview covering scenarios such as an emergency no‑hot‑water call, a price shopper, and an upset callback. We evaluate booking skill, not just phone manner. Once hired, your performance will be reviewed weekly against a simple scorecard: answer rate, booked jobs over qualified calls, and booking accuracy. These metrics directly influence your compensation and career progression.
Compensation & Benefits
- Competitive Base Rate – Earn a base rate commensurate with your experience, paid in U.S. dollars.
- Performance Incentives – Receive bonuses tied to your scorecard metrics, rewarding high booking accuracy and revenue recovery.
- Health & Wellness – Comprehensive health, dental, and vision plans (details provided during onboarding).
- Retirement Savings – 401(k) plan with company match to help you plan for the future.
- Paid Time Off – Generous PTO, sick leave, and paid holidays to maintain work‑life balance.
- Professional Development – Access to ongoing training, certifications, and conferences to advance your career.
- Remote Work Flexibility – Work from home with a reliable home‑office setup.
- Technology Stipend – Monthly allowance for high‑speed internet, headset, and other essential equipment.
Learning & Development
We believe that continuous learning fuels both personal growth and business success. As a brighthush team member, you will receive:
- Onboarding training that covers company culture, product knowledge, and call‑center best practices.
- Monthly skill‑building workshops on advanced sales techniques, conflict resolution, and data analytics.
- Access to industry certifications such as Certified Customer Experience Professional (CCXP) or ServiceTitan Advanced User.
- Mentorship programs pairing you with senior leaders for career guidance.
- Annual budget for external conferences, webinars, or online courses.
Work Environment & Culture
brighthush fosters a culture of respect, collaboration, and continuous improvement. Our remote team enjoys:
- Regular virtual team huddles and knowledge‑sharing sessions.
- Open communication channels with leadership and peers.
- A focus on work‑life balance, with flexible scheduling within the Eastern shift.
- Recognition programs that celebrate individual and team achievements.
- Community service days where employees can volunteer locally and strengthen neighborhood ties.
- Annual virtual retreats that blend learning, networking, and fun.
FAQs
What does a typical day look like?
You’ll start with a quick team huddle, then dive into inbound calls, outbound follow‑ups, and digital lead responses. Throughout the day, you’ll update ServiceTitan, collaborate with dispatch, and monitor performance metrics to ensure targets are met.
Do I need a headset?
Yes, a high‑quality headset with noise‑cancellation is essential for clear communication and to maintain professionalism during calls.
Is this role truly remote?
Absolutely. You’ll work from your home office, but you’ll remain connected to the brighthush team through virtual meetings and collaboration tools.
What growth opportunities exist?
Successful representatives can advance to senior management roles, field operations leadership, or strategic positions in sales and marketing. We provide clear career pathways and mentorship to help you reach your goals.
Next Steps & Application Process
If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and are ready to drive revenue through skilled booking, we want to hear from you.
Submit your resume and a brief cover letter outlining your relevant experience and expected monthly compensation in USD. Please include any certifications or training that demonstrate your expertise in customer service or home‑services sales.
Ready to make a difference in homeowners’ lives while advancing your career? Apply now and become a vital part of the brighthush team.