Seasoned Residential Telecom Customer Experience Specialist – Phone & Web Chat Support – Mid‑Level Career Growth & Impact at brighthush

About brighthush and the Opportunity

brighthush is a pioneering force in the telecom and utility landscape, redefining how households stay connected, communicate, and manage their everyday needs. By blending cutting‑edge connectivity solutions with reliable utility services, we empower millions of families to stay informed, secure, and empowered. Our mission is simple yet powerful: deliver exceptional service that keeps customers satisfied and our brand trusted. We’re looking for a dedicated, customer‑centric professional to join our Customer Experience Team as a Residential Telecom Customer Experience Specialist. This role is ideal for someone who thrives in a fast‑paced, multi‑channel environment and wants to make a tangible impact on everyday lives.

Why brighthush?

• Impactful Work – Every call, chat, and ticket you handle directly influences how families stay connected, access information, and manage their utilities.
• Growth & Development – We invest in continuous learning, from on‑the‑job training to leadership development programs.
• Diverse & Inclusive Culture – Our team reflects the communities we serve. We celebrate differences and foster an environment where everyone can thrive.
• Competitive Compensation & Benefits – Base salary, performance bonuses, health & wellness perks, and a generous paid time off policy.
• Work‑Life Balance – Flexible scheduling, remote work options, and a supportive manager structure keep you energized and focused.

Role Overview

As a Residential Telecom Customer Experience Specialist, you will be the frontline advocate for our customers. You’ll manage inquiries across phone and web chat, ensuring a seamless experience across all touchpoints. Your day‑to‑day tasks will include:

Key Responsibilities

• Multi‑Channel Support – Respond to inbound inquiries via phone and web chat, maintaining a consistent tone and quality across all channels.
• Account Management – Process account requests such as service cancellations, upgrades, or updates, and verify that changes are accurately reflected in our system.
• Issue Resolution – Troubleshoot routine service and billing complaints using established guidelines, and determine when escalation is necessary.
• Billing & Collections – Calculate applicable charges for requested services, handle payments or deposits, and coordinate billing adjustments or collections in line with policy.
• Documentation & Follow‑Up – Record every interaction, complaint, action, and outcome in our customer/ticketing system, ensuring data integrity and compliance.
• Continuous Improvement – Provide feedback on process gaps, suggest enhancements, and participate in quality assurance initiatives.
• Team Collaboration – Work closely with peers, supervisors, and cross‑functional teams to share best practices and drive customer satisfaction.
• Performance Metrics – Meet or exceed key performance indicators such as average handling time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• High school diploma or equivalent (GED) – foundational education that supports strong communication and analytical skills.
• 1–3 years of customer service or contact‑center experience, specifically handling residential phone and chat inquiries.
• Proven ability to manage inbound customer inquiries with professionalism and empathy.
• Strong troubleshooting skills for routine service and billing issues, following established guidelines.
• Accuracy and attention to detail when processing account requests (e.g., cancellations, updates).
• Capability to determine charges for requested services and support billing adjustments or collections per policy.
• Experience documenting customer interactions, complaints, and actions in a customer/ticketing system.

Preferred Qualifications & Skills

• Experience with multi‑channel contact center workflows (phone + chat) – you’ll be comfortable switching between mediums without losing context.
• Familiarity with CRM or customer account management systems – knowledge of popular platforms is a plus.
• Track record of resolving service or billing complaints through structured troubleshooting and escalation.
• Comfort using office productivity tools for notes, reporting, and follow‑ups – proficiency in spreadsheet, word processing, and email applications.
• Experience working with virtual contact center environments – familiarity with softphone technology and remote support.
• Strong communication skills, both written and verbal, with the ability to explain complex information in simple terms.
• Adaptability and resilience in a fast‑paced environment, handling high call volumes while maintaining quality.
• Team player mindset – collaboration with peers, supervisors, and cross‑functional teams to achieve shared goals.

Skills & Competencies for Success

• Customer‑First Mindset – Always put the customer’s needs at the center of every interaction.
• Problem‑Solving Aptitude – Quickly diagnose issues and apply the correct solution or escalation path.
• Technical Literacy – Comfortable navigating multiple systems and learning new tools on the fly.
• Time Management – Balance multiple tasks while meeting performance targets.
• Emotional Intelligence – Handle challenging conversations with empathy and professionalism.
• Continuous Learning – Seek feedback and pursue development opportunities to improve skills.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. Starting as a Customer Experience Specialist, you can progress to:

• Senior Support Specialist – Lead complex cases and mentor junior staff.
• Team Lead – Manage a small team, set goals, and drive performance.
• Customer Experience Manager – Shape strategy, oversee multiple teams, and influence company‑wide initiatives.

We also offer:

• Access to e‑learning modules, live workshops, and mentorship programs that sharpen both technical and soft skills.
• Regular performance reviews with clear metrics and actionable feedback.
• Opportunities to cross‑train in related areas such as technical support, billing, or product management.
• Recognition programs that celebrate outstanding customer service and innovation.

Work Environment & Company Culture

Our culture is built on respect, innovation, and collaboration. At brighthush, you’ll experience:

• Respect & Trust – Every voice matters; we encourage open dialogue and constructive feedback.
• Innovation & Agility – We embrace new ideas, experiment with solutions, and iterate quickly.
• Work‑Life Harmony – Flexible scheduling, remote work options, and a generous paid time off policy help you recharge.
• Community Engagement – Participate in volunteer events, sustainability initiatives, and community outreach programs.
• Wellness & Support – Comprehensive health plans, mental health resources, and wellness challenges keep you healthy and energized.

Compensation & Benefits

We offer a competitive base salary of $40,000 per year, with the potential for performance‑based bonuses. In addition to the base pay, you’ll enjoy:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and personal days).
• Employee assistance program for mental health support.
• Professional development stipend and tuition reimbursement.
• Employee discount program for brighthush products and services.
• Flexible work arrangements – hybrid or fully remote options based on role requirements.

How to Apply

Ready to bring your customer‑service expertise to a dynamic, growth‑oriented organization? Visit our careers portal, submit your application, and join the brighthush family. We’re excited to learn how you can help us elevate the customer experience and drive our mission forward.

Join brighthush Today

At brighthush, every interaction matters. If you’re passionate about delivering top‑notch service, thrive in a collaborative environment, and want to grow your career while making a real difference, we want to hear from you. Apply now and become a key player in shaping the future of residential telecom and utility services.