Senior Customer Experience Representative – Advanced Support & Cross‑Functional Issue Resolution

About brighthush

brighthush is a trailblazer in the energy solutions sector, delivering reliable, sustainable power to communities across the nation. With a legacy of innovation and a commitment to customer safety, we empower our teams to make a tangible difference every day. At brighthush, we believe that exceptional service starts with exceptional people, and we invest in our employees through continuous learning, inclusive culture, and a forward‑thinking approach to technology.

Why brighthush?

When you join brighthush, you become part of a vibrant, collaborative environment where every voice matters. Our core values—respect, integrity, and open communication—guide everything we do. We’re proud to offer:

• Competitive Compensation & Rewards: A total rewards package that recognizes your hard work, including a competitive hourly rate, annual incentive programs, and performance bonuses.
• Flexibility & Work‑Life Balance: Multiple shift options and remote work capabilities allow you to design a schedule that fits your lifestyle.
• State‑of‑the‑Art Technology: Access to cutting‑edge tools and platforms that streamline your workflow and keep you ahead of industry trends.
• Employee Assistance & Well‑Being: Comprehensive support through LYRA, an industry‑leading platform that offers resources for physical, mental, financial, and social health.
• Professional Growth: Structured training programs, mentorship, and clear career pathways that help you advance within the organization.
• Safety‑First Culture: A 24/7 safety mindset embedded in every process, ensuring a secure environment for both our customers and our team.

Role Overview

As a Senior Customer Experience Representative – Advanced Support, you will be the frontline guardian of our customer relationships. You’ll handle time‑sensitive, high‑stakes interactions, coordinate across multiple departments, and ensure that every customer feels heard, respected, and safe. This is not a typical customer service role; it’s a pivotal position that directly influences customer satisfaction, operational efficiency, and brand reputation.

Key Responsibilities

• Primary Point of Contact: Serve as the first line of communication for urgent and safety‑related customer inquiries, providing timely, accurate, and empathetic responses.
• Real‑Time Decision Making: Navigate multiple integrated systems (CRM, dispatch, billing, and field service platforms) to assess situations, prioritize needs, and make informed decisions on the fly.
• Cross‑Functional Collaboration: Work closely with dispatch, field teams, billing, and internal partners to coordinate seamless service delivery and resolve complex issues.
• Trust Building: Establish rapport quickly through clear, compassionate communication, ensuring customers feel supported and understood.
• Complex Issue Resolution: Manage intricate customer requests involving billing disputes, payment arrangements, service coordination, and safety concerns.
• Documentation & Reporting: Maintain meticulous, real‑time records across platforms, ensuring data integrity and compliance with company policies.
• Continuous Improvement: Identify process gaps, propose enhancements, and participate in cross‑departmental initiatives to elevate the customer experience.

Essential Qualifications

• Proven ability to solve problems in fast‑paced, high‑stakes environments.
• Strong collaboration skills and comfort working across multiple teams.
• Advanced computer proficiency with the ability to multitask across systems.
• Exceptional communication skills—both verbal and written—capable of managing sensitive conversations with professionalism.
• High level of adaptability, attention to detail, and sound judgment.
• Consistent daytime schedule availability.
• Legal authorization to work in the country of application (no visa sponsorship).

Preferred Qualifications

• Experience in the energy, utilities, or customer‑centric service industry.
• Prior exposure to dispatch or field service coordination.
• Knowledge of CRM platforms such as Salesforce or Zendesk.
• Background in safety compliance or incident management.
• Demonstrated ability to lead or mentor junior team members.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across all channels.
• Problem Solving: Analytical mindset with a knack for troubleshooting complex scenarios.
• Time Management: Ability to juggle multiple priorities while maintaining high quality.
• Technical Proficiency: Comfortable with multiple software platforms and quick to learn new tools.
• Collaboration: Team player who thrives in cross‑functional environments.
• Customer‑Centricity: Passion for delivering outstanding service and building lasting relationships.
• Adaptability: Flexibility to adjust to changing demands and evolving processes.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem:

• Structured Onboarding: Comprehensive training that equips you with the knowledge and tools to excel.
• Mentorship Programs: Pairing with seasoned leaders to guide your professional development.
• Internal Mobility: Clear pathways to advance into senior support roles, operations management, or specialized safety positions.
• Continuous Learning: Access to online courses, certifications, and workshops covering industry trends, technology, and leadership.
• Performance Recognition: Regular feedback, performance reviews, and opportunities to contribute to strategic initiatives.

Work Environment & Culture

brighthush fosters an inclusive, safety‑first culture where innovation thrives:

• Inclusive Community: A diverse workforce that values different perspectives and promotes belonging.
• Safety Commitment: A 24/7 safety mindset that permeates every process, ensuring a secure environment for employees and customers alike.
• Remote & Flexible Options: Multiple shift schedules and remote work capabilities to support work‑life balance.
• Collaborative Spirit: Open communication channels, regular team huddles, and cross‑departmental projects.
• Recognition & Celebration: Regular acknowledgment of achievements, both big and small, through awards, shout‑outs, and team celebrations.

Compensation & Benefits

We offer a competitive hourly rate ranging from $15.00 to $25.00, with the potential for annual incentive programs based on performance and business outcomes. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Employee assistance program (LYRA) for holistic well‑being.
• Professional development budget and tuition reimbursement.
• Employee discounts on company products and services.

How to Apply

Ready to make a difference? Join brighthush and help shape the future of customer experience in the energy sector. Click the link below to submit your application and take the first step toward an exciting, rewarding career.

For any accommodation needs during the recruitment process, please contact us at [email protected]. We are committed to ensuring a fair and inclusive hiring experience for all candidates.