Seasoned Customer Service Representative – Plumbing & HVAC Call Booking Specialist for brighthush
About brighthush
brighthush is a leading local provider of plumbing, HVAC, and related home‑services solutions across the United States. With a reputation built on reliability, transparency, and community‑first values, we empower homeowners to keep their homes comfortable, safe, and efficient. Our team of skilled technicians, seasoned sales professionals, and dedicated customer‑service experts work together to deliver seamless, high‑quality service 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 career‑development pathways that enable you to thrive both personally and professionally.
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.
Key Responsibilities
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.
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.
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).
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 Success Is Measured
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.
Career Growth Opportunities
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.
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.
How to Apply
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.