Senior Customer Experience Representative – Advanced Support & Cross‑Functional Problem Solving

About brighthush

brighthush is a trailblazer in the energy solutions sector, delivering reliable propane and natural gas services to homes, businesses, and communities across the country. With a legacy of safety, innovation, and customer focus, brighthush has grown into a trusted partner for millions of customers who rely on our expertise to keep their homes warm, their businesses running, and their lives comfortable. At brighthush, we believe that every interaction matters, and we are committed to creating a culture where collaboration, respect, and continuous learning are not just buzzwords but everyday practices.

Why This Role Is a Game‑Changer

As a Customer Experience Representative – Advanced Support, you will be the frontline guardian of our customers’ safety and satisfaction. This is not a routine call‑center job; it is a high‑impact role that requires quick thinking, cross‑departmental coordination, and a deep commitment to service excellence. You will handle time‑sensitive and often sensitive situations, ensuring that every customer feels heard, understood, and supported. Your work will directly influence brighthush’s reputation for reliability and trustworthiness.

Key Responsibilities

• Primary Point of Contact: Serve as the first line of communication for customers with urgent, safety‑related, or complex inquiries.
• Real‑Time Decision Making: Navigate multiple integrated systems simultaneously to assess situations, prioritize needs, and make informed decisions that protect customers and uphold brand standards.
• Cross‑Functional Collaboration: Partner closely with dispatch, field teams, billing, and technical support to coordinate timely, accurate service delivery.
• Empathetic Communication: Build trust quickly through clear, compassionate dialogue, ensuring customers feel valued and confident in the solutions offered.
• Complex Issue Resolution: Resolve intricate customer requests involving billing adjustments, payment arrangements, service coordination, and safety concerns.
• Documentation Excellence: Maintain meticulous, real‑time records across multiple platforms to ensure compliance, audit readiness, and seamless handoffs.
• Continuous Improvement: Identify process gaps, propose enhancements, and share best practices with the broader team to elevate the overall customer experience.

Essential Qualifications

• Proven track record of solving problems in fast‑paced, high‑stakes environments.
• Strong collaboration skills with a comfort level working across multiple teams and functions.
• Advanced computer proficiency, including the ability to multitask across disparate systems.
• Exceptional interpersonal skills: ability to build rapport quickly and manage sensitive conversations with professionalism.
• High adaptability, meticulous attention to detail, and sound judgment under pressure.
• Consistent daytime availability (including flexible shift options).
• Legal authorization to work in the United States; no visa sponsorship will be provided.

Preferred Qualifications

• Experience in the energy, utilities, or customer‑service industry.
• Knowledge of safety protocols and emergency response procedures.
• Familiarity with CRM platforms and data‑entry best practices.
• Previous exposure to remote or hybrid work environments.
• Demonstrated ability to thrive in a dynamic, evolving role that touches multiple business areas.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping others and a commitment to delivering exceptional service.
• Problem‑Solving: Analytical thinking, root‑cause analysis, and creative solution development.
• Communication: Clear, concise written and verbal communication tailored to diverse audiences.
• Technical Aptitude: Comfortable with learning new software, troubleshooting, and leveraging technology to streamline processes.
• Team Player: Collaborative spirit, willingness to support peers, and ability to influence cross‑functional partners.
• Resilience: Ability to maintain composure and focus during high‑pressure situations.

Career Growth & Learning Opportunities

At brighthush, we view every employee as a future leader. As a Customer Experience Representative – Advanced Support, you will:

• Gain exposure to multiple facets of the business, from field operations to billing and safety compliance.
• Participate in targeted training programs that sharpen your technical, safety, and customer‑service skills.
• Earn certifications in customer‑experience best practices, safety management, or data analytics.
• Progress into supervisory, operations, or specialized safety roles based on performance and interest.
• Benefit from mentorship programs that pair you with senior leaders across the organization.

Work Environment & Culture Highlights

brighthush fosters a culture that values:

• Inclusivity: A supportive, respectful workplace where every voice is heard.
• Flexibility: Multiple shift options and remote work capabilities to support work‑life balance.
• Safety First: A 24/7 safety mindset embedded in every process and decision.
• Innovation: Access to state‑of‑the‑art tools and technologies that keep you ahead of industry trends.
• Community: Engagement in local outreach, sustainability initiatives, and volunteer opportunities.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $15.00–$25.00, with eligibility for an annual incentive program that rewards outstanding performance. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Employee assistance program: brighthush provides access to brighthush, an industry‑leading platform offering comprehensive support for physical, mental, financial, and social well‑being.
• Professional development budget for courses, certifications, and conferences.
• Flexible work arrangements and remote work options.

How to Apply

Ready to make a tangible difference in the lives of our customers? Click the link below to submit your application and join the brighthush team. We are an equal‑opportunity employer committed to inclusion and accommodation for all candidates. If you need assistance during the recruitment process, please contact [email protected].