Senior Billing & Telemarketing Specialist – Remote Customer Success Champion – Driving Revenue Growth, Resolving Complex Inquiries, and Shaping the Future of Customer Experience at brighthush

About brighthush

brighthush is a forward‑thinking, family‑owned organization that has been redefining the customer service landscape for over a decade. Our mission is simple yet powerful: to empower every client with exceptional support that turns everyday interactions into lasting relationships. Operating from the heart of the United States, we serve a diverse portfolio of partners across telecommunications, utilities, and subscription‑based services. Our remote‑first culture means you can deliver world‑class service from the comfort of your own home while enjoying the same collaborative spirit that fuels our on‑site teams.

At brighthush, we believe that the best customer experiences start with the people who deliver them. That’s why we invest heavily in continuous learning, cutting‑edge technology, and a culture that celebrates curiosity, resilience, and a genuine passion for helping others. If you’re ready to bring your billing expertise, telemarketing flair, and commitment to first‑call resolution to a place where your voice truly matters, we want to hear from you.

Our customers rely on us to manage complex billing cycles, resolve disputes, and guide them toward solutions that enhance their experience. As a Senior Billing & Telemarketing Specialist, you will be at the forefront of this mission, ensuring that every interaction reflects the high standards that brighthush is known for. You will play a pivotal role in maintaining the trust our partners place in us, while also driving revenue growth through strategic upselling and cross‑selling initiatives.

Key Responsibilities

As a Senior Billing & Telemarketing Specialist, you will be the frontline champion for our customers, ensuring every interaction is handled with professionalism, accuracy, and a genuine desire to help. Your day‑to‑day tasks will include:

• Handle inbound billing inquiries with professionalism and accuracy, ensuring every customer feels heard and valued.
• Provide clear, concise explanations of charges, payment options, and account adjustments, using language that is easy to understand.
• Recommend relevant add‑ons and upgrades that align with customer needs, driving both satisfaction and revenue growth.
• Achieve and maintain high first‑call resolution rates, consistently meeting or exceeding company benchmarks.
• Document all interactions in our CRM system to ensure data integrity and enable seamless handoffs across teams.
• Collaborate with cross‑functional teams—such as Sales, Technical Support, and Finance—to resolve complex billing issues and improve processes.
• Analyze billing data to identify trends, spot anomalies, and recommend process improvements that enhance accuracy and efficiency.
• Mentor and coach junior team members on best practices, ensuring a high level of service quality across the department.
• Participate in quality assurance reviews and provide constructive feedback to help refine scripts, training materials, and customer touchpoints.
• Contribute to continuous improvement initiatives by sharing insights and best practices with peers and leadership.
• Utilize virtual platforms to select and manage client accounts efficiently, ensuring a smooth remote workflow.
• Stay current on product updates, industry trends, and regulatory changes through ongoing training and self‑study.
• Adhere to company policies, compliance standards, and quality assurance metrics, maintaining the highest level of service quality.

Essential Qualifications

• Strong verbal and written communication skills: Ability to articulate complex billing concepts in a clear, friendly manner.
• Minimum 3 years of experience in customer service or billing support: Proven track record of handling high‑volume inquiries with accuracy.
• Proficiency with CRM and call‑center software: Comfortable navigating multiple systems and updating records in real time.
• Analytical mindset: Ability to interpret data, identify patterns, and recommend actionable solutions.
• Ability to work independently in a remote environment: Self‑motivated, disciplined, and capable of managing time effectively.
• Commitment to delivering exceptional customer satisfaction: Passion for solving problems and turning challenges into positive outcomes.
• High school diploma or equivalent; bachelor’s degree preferred.

Preferred Qualifications

• Telemarketing experience or background: Familiarity with outbound sales techniques and lead qualification.
• Knowledge of billing systems and payment processing: Understanding of invoicing, credit card processing, and ACH transactions.
• Experience with virtual client‑management platforms: Comfortable using tools that support remote account management and collaboration.
• Previous exposure to the telecommunications or utilities sector: Insight into industry‑specific billing nuances.
• Demonstrated ability to meet or exceed performance metrics: Consistent achievement of KPIs such as CSAT, NPS, and FCR.
• Familiarity with regulatory compliance and data privacy standards: Ability to navigate complex compliance landscapes.

Core Skills & Competencies

• Customer‑centric mindset: Prioritizing the customer’s perspective in every interaction.
• Problem‑solving agility: Quickly diagnosing issues and crafting effective solutions.
• Attention to detail: Meticulous record‑keeping and error‑free data entry.
• Time‑management proficiency: Balancing multiple tasks while meeting deadlines.
• Adaptability to evolving processes: Embracing change and learning new tools with ease.
• Empathy and active listening: Building rapport and understanding customer emotions.
• Negotiation and persuasion skills: Guiding customers toward mutually beneficial outcomes.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as the industry we serve. When you join our team, you’ll gain access to a structured learning pathway that includes:

• Onboarding Academy: A comprehensive 4‑week program covering product knowledge, customer engagement techniques, and compliance essentials.
• Mentorship Pairing: Pairing with a seasoned senior representative who will guide you through real‑world scenarios and share insider tips.
• Skill‑Based Certifications: Opportunities to earn certifications in billing systems, CRM proficiency, and advanced telemarketing strategies.
• Leadership Pipeline: Clear criteria for promotion to Team Lead, Supervisor, or Manager roles within 12–18 months of proven performance.
• Cross‑Functional Rotations: Rotations into related departments such as Sales Support, Technical Support, or Product Management to broaden your skill set.
• Innovation Challenges: Quarterly contests where employees propose and pilot new ideas that improve customer experience or operational efficiency.

Our commitment to your growth means you’ll have the resources, mentorship, and opportunities to advance into roles that align with your aspirations—whether that’s leading a high‑performing team, shaping product strategy, or driving company‑wide initiatives.