Seasoned Remote Customer Service & Call Center Specialist – Utility Support & Community Empowerment Lead (Ohio & Pennsylvania) – Empower Families & Drive Community Resilience with brighthush

About brighthush and the Community Impact

brighthush is more than a service provider; it is a catalyst for resilience and hope in the heart of Ohio and Pennsylvania. In a world where reliable utilities are the backbone of safety, education, and economic vitality, brighthush stands as a steadfast partner to families navigating financial uncertainty. Our mission is simple yet profound: to ensure that every household has uninterrupted access to the power that keeps homes warm, schools bright, and businesses thriving.

As a remote Customer Service & Call Center Specialist, you will be the human face of this mission. You will listen, assess, and guide families through the complexities of utility assistance programs, turning a phone call into a lifeline. Your work will ripple outward—stabilizing household budgets, supporting children’s learning environments, and strengthening local economies.

Why This Role Matters

Utility disruptions can have cascading effects on health, education, and community well‑being. By connecting families with the resources they need, you become a pivotal part of a larger ecosystem that safeguards the well‑being of entire neighborhoods. Your role is not just about answering calls; it’s about restoring confidence, fostering financial stability, and building a brighter future for every community member.

Key Responsibilities

• Inbound & Outbound Call Management: Efficiently handle a high volume of inbound inquiries while proactively reaching out to potential applicants to explain available assistance programs.
• Eligibility Assessment: Review income documentation, verify eligibility criteria, and accurately process applications to determine qualifying assistance.
• Customer Record Keeping: Maintain meticulous, organized records in our CRM system, ensuring data integrity and compliance with privacy regulations.
• Problem Solving & Guidance: Resolve customer concerns, answer questions about billing, payment plans, and program requirements, and provide clear, actionable guidance.
• Team Collaboration: Work closely with supervisors and peers to meet daily, weekly, and monthly program goals, sharing best practices and insights.
• Continuous Learning: Participate in ongoing training sessions to stay current on policy changes, new assistance programs, and system updates.
• Quality Assurance: Adhere to call scripts, quality metrics, and compliance standards to ensure a consistent, high‑quality customer experience.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 1 year of customer service experience, preferably in a call center or telehealth environment.
• Strong verbal and written communication skills in English; bilingual abilities are a plus.
• Proficiency with Microsoft Windows, Office Suite (Word, Excel, Outlook), and the ability to quickly learn new software platforms.
• Demonstrated patience, empathy, and the ability to remain calm under pressure.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.
• Valid driver’s license and a clean driving record are required for occasional in‑person visits (if applicable).

Preferred Qualifications

• Experience working with utility or social service assistance programs.
• Knowledge of state and federal regulations related to utility subsidies and financial aid.
• Previous exposure to CRM systems such as brighthush, brighthush, or similar platforms.
• Background in data entry or administrative support.
• Experience in a remote work setting with proven self‑discipline and time‑management skills.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help others and a commitment to delivering exceptional service.
• Active Listening: Ability to understand customer needs, ask clarifying questions, and respond appropriately.
• Problem‑Solving: Quick thinking and resourcefulness to resolve issues efficiently.
• Attention to Detail: Accuracy in data entry, documentation, and compliance adherence.
• Time Management: Prioritizing tasks, meeting call volume targets, and maintaining productivity in a remote environment.
• Adaptability: Flexibility to adjust to new policies, tools, and customer scenarios.
• Team Collaboration: Willingness to share knowledge, support teammates, and contribute to a positive workplace culture.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone toward greater responsibility and impact. As a Customer Service Representative, you will have access to:

• Structured mentorship programs that pair you with experienced supervisors.
• Regular coaching sessions focused on skill enhancement, communication techniques, and advanced problem‑solving.
• Clear pathways to transition into full‑time roles within our client organizations, including supervisory or program‑management positions.
• Access to online learning platforms covering topics such as customer experience, data analytics, and public policy.
• Annual performance reviews that identify growth opportunities and set personalized development goals.

Work Environment & Company Culture

Our remote work model empowers you to create a comfortable, productive home office while staying connected to a vibrant team. Key cultural highlights include:

• Weekly virtual team huddles to celebrate wins and share updates.
• Monthly “Wellness Wednesdays” featuring guided meditation, fitness challenges, or mental‑health webinars.
• A transparent communication style that encourages open dialogue and feedback.
• Recognition programs that reward exceptional customer service, innovation, and teamwork.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation, Perks, and Benefits

• Competitive hourly rate starting at $16.00, with opportunities for raises and performance‑based bonuses.
• Paid training and onboarding, fully remote and flexible.
• Health, dental, and vision insurance options for eligible employees.
• Life insurance and short‑term disability coverage.
• Flexible work schedule: Monday through Friday, with weekends off.
• Home‑office stipend to help set up a comfortable, ergonomic workspace.
• Paid time off (PTO) and holiday schedule aligned with state observances.
• Employee assistance program (EAP) for mental‑health support.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to make a tangible difference in the lives of families across Ohio and Pennsylvania? Submit your resume and a brief cover letter outlining why you’re passionate about utility assistance and how your experience aligns with our mission. We’ll review your application promptly and schedule a virtual interview to discuss how you can contribute to brighthush’s community‑first approach.

Why Join brighthush?

When you become a part of brighthush, you’re not just filling a role—you’re becoming a vital link in a network that keeps families powered, safe, and hopeful. You’ll experience:

• Meaningful work that directly improves the lives of community members.
• A supportive, collaborative team that celebrates your successes.
• Clear career progression and the chance to grow into leadership roles.
• Flexibility to balance professional responsibilities with personal life.
• The satisfaction of knowing your daily contributions help families stay connected to the world.

Ready to Make a Difference?

If you’re passionate about customer service, eager to learn, and ready to help families navigate their utility challenges, we want to hear from you. Join brighthush and turn your empathy into action, your skills into impact, and your career into a journey of growth and purpose.

Apply today and start your journey as a Seasoned Remote Customer Service & Call Center Specialist – Utility Support & Community Empowerment Lead for brighthush (Ohio & Pennsylvania). Together, we’ll light up lives, one call at a time.