Senior Customer Experience Specialist – Energy Solutions & Utility Support (Remote, Flexible) – Champion Sustainable Power, Exceptional Service, and Community Empowerment at brighthush
About brighthush – Powering a Brighter Future
brighthush is more than an energy provider; we are a catalyst for change, a movement toward a cleaner, more reliable, and affordable power future for communities across the United States. Our mission is simple yet ambitious: empower every household and business with sustainable energy solutions that blend cutting‑edge technology, transparent pricing, and a customer‑first philosophy. By harnessing smart grid innovations, renewable resources, and data‑driven insights, we deliver power that is both dependable and environmentally responsible.
At brighthush, we believe that the heart of any successful utility lies in the people who connect with it. That’s why we invest heavily in a culture that values curiosity, collaboration, and continuous improvement. Whether you’re a seasoned professional or just starting your career, you’ll find a workplace where your ideas are heard, your growth is supported, and your impact is tangible.
Why brighthush is the Place to Grow Your Career
Remote‑First Flexibility – Work from anywhere, on a schedule that fits your life, while staying connected through our state‑of‑the‑art collaboration tools. Community & Collaboration – Participate in virtual town halls, cross‑functional projects, and peer‑learning sessions that foster a sense of belonging, even when we’re miles apart. Purpose‑Driven Impact – Every interaction you have helps communities access reliable, affordable, and green energy. Your work directly contributes to a healthier planet and stronger neighborhoods. Growth & Development – We provide a comprehensive learning platform, mentorship programs, and career pathways that allow you to evolve from frontline representative to subject‑matter expert or team leader. Inclusive Culture – Diversity is not a buzzword for us; it’s a core value. We celebrate different perspectives, encourage open dialogue, and create an environment where every voice can thrive.
Role Overview
We are seeking a Senior Customer Experience Specialist to become the primary point of contact for our customers. In this role, you will deliver timely, accurate, and empathetic support that reflects brighthush’s high standards of professionalism and care. You will work from home, leveraging our advanced communication tools to resolve billing inquiries, troubleshoot service issues, and guide customers toward the best energy plans for their unique needs.
As a key member of our customer experience team, you will be instrumental in shaping how customers perceive and interact with brighthush. Your ability to listen, problem‑solve, and build trust will directly influence customer satisfaction, retention, and overall brand loyalty.
Key Responsibilities
- Billing & Payment Support: Review, analyze, and respond to customer billing inquiries with precision and clarity, ensuring all calculations are accurate and explanations are easy to understand.
- Issue Resolution: Resolve customer questions and problems on the first call whenever possible, using a structured problem‑solving approach that balances speed with thoroughness.
- Payment Deferral Processing: Accurately process payment deferral requests, ensuring compliance with company policies and state regulations.
- Retention & Upsell: Identify customers who may be considering switching providers or are dissatisfied with their current plan, and offer tailored solutions to retain their business while aligning with their energy goals.
- Plan Enrollment: Quickly assess customer needs within the first few minutes of the call and enroll them in the most appropriate energy plan, ensuring a smooth transition and clear communication of benefits.
- Regulatory Compliance: Understand and adhere to state utility regulations, ensuring all interactions meet legal and company standards.
- Quality Assurance: Maintain high levels of customer satisfaction, aiming for first‑call resolution and minimal escalation, while actively participating in quality audits and feedback loops.
- Data Accuracy: Ensure all customer information is entered correctly into our CRM system, preventing service interruptions and errors, and maintaining data integrity.
- Continuous Improvement: Participate in training sessions, share insights, and provide feedback to improve processes and the overall customer experience.
- Team Collaboration: Work closely with cross‑functional teams—billing, technical support, and product development—to resolve complex issues and share best practices.
- Customer Advocacy: Serve as the voice of the customer within the organization, advocating for improvements that enhance service quality and customer satisfaction.
Essential Qualifications
- Minimum of 1 year of experience in a customer‑facing role such as call center, retail, or helpdesk, with a proven track record of first‑call resolution.
- Strong knowledge of brighthush processes and policies, or the ability to quickly master them.
- Excellent verbal and written communication skills, with a focus on building trust and rapport.
- Demonstrated commitment to maintaining high customer satisfaction scores and a passion for service excellence.
- Familiarity with state utility regulations and compliance requirements, or a willingness to learn them rapidly.
- Ability to prevent service interruption errors and ensure smooth customer experiences through meticulous data entry and attention to detail.
- Proficiency with CRM platforms and billing software, or the aptitude to learn new systems efficiently.
Preferred Qualifications
- Experience in the energy or utilities sector, with an understanding of industry terminology and customer expectations.
- Knowledge of billing software and CRM platforms such as brighthush, brighthush, or similar tools.
- Previous exposure to retention strategies and upselling techniques, with measurable results.
- Multilingual capabilities to serve a diverse customer base and enhance inclusivity.
- Strong analytical skills to identify trends, propose solutions, and contribute to data‑driven decision making.
- Experience working in a remote or hybrid environment, demonstrating self‑discipline and effective virtual collaboration.
Skills & Competencies
- Customer‑Centric Mindset: Passion for helping customers and a genuine desire to solve their problems.
- Communication Excellence: Clear, concise, and empathetic communication in all interactions.
- Problem‑Solving: Ability to diagnose issues quickly and implement effective solutions.
- Time Management: Efficiently manage multiple tasks while maintaining high quality.
- Adaptability: Thrive in a fast‑changing environment and embrace new technologies.
- Team Collaboration: Work effectively with cross‑functional teams, even in a remote setting.
- Attention to Detail: Ensure accuracy in data entry and compliance with policies.
- Resilience & Empathy: Handle challenging situations with composure and a customer‑first attitude.
Career Growth & Learning Opportunities
At brighthush, we view every role as a stepping stone toward greater impact. Our learning ecosystem includes:
- On‑Demand Courses: Access to a library of modules covering customer service best practices, energy industry fundamentals, and soft‑skill development.
- Mentorship Program: Pairing with seasoned leaders who provide guidance, career advice, and real‑world insights.
- Career Pathways: Structured progression tracks that allow you to move from frontline support to senior specialist, team lead, or subject‑matter expert in energy solutions.
- Innovation Labs: Opportunities to participate in hackathons, idea‑sharing sessions, and cross‑functional projects that shape the future of energy delivery.
- Performance Recognition: Regular feedback, performance reviews, and recognition programs that celebrate achievements and encourage continuous improvement.
- Cross‑Departmental Rotations: Short‑term assignments in billing, technical support, or product development to broaden your skill set and deepen your understanding of the business.
- Leadership Development: Structured programs for high‑potential employees to develop managerial skills and prepare for future leadership roles.
Work Environment & Culture
Remote‑First Flexibility: Work from the comfort of your home while staying connected through our virtual collaboration tools. We provide a technology stipend to set up a productive home office.
Inclusive Community: Join a diverse team that values different perspectives and encourages open dialogue. Our virtual social events, cultural celebrations, and employee resource groups foster belonging.
Well‑Being Focus: We offer wellness resources, mental health support, and flexible scheduling to help you maintain a healthy work‑life balance. Our Employee Assistance Program (EAP) provides confidential counseling and support services.
Innovation Hub: Participate in hackathons, idea‑sharing sessions, and cross‑functional projects that shape the future of energy delivery. Your ideas can directly influence product development and customer experience.
Transparent Leadership: Our leaders are accessible, open, and committed to fostering a culture of trust and accountability. Regular town halls and Q&A sessions keep everyone informed and engaged.
Community Impact: Every call you handle contributes to a cleaner, more resilient grid. We partner with local nonprofits, schools, and community groups to promote energy literacy and sustainability initiatives.
Compensation & Benefits
While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:
- Base salary commensurate with industry standards and your experience level.
- Performance‑based bonuses tied to customer satisfaction metrics and team goals.
- Comprehensive health, dental, and vision insurance plans for you and your family.
- 401(k) retirement plan with company match to help you secure your future.
- Paid time off, including vacation, sick leave, and holidays, to recharge and spend time with loved ones.
- Professional development stipend and access to online courses to support continuous learning.
- Employee assistance program and mental health resources to support your well‑being.
- Technology stipend for home office setup, ensuring you have the tools you need to succeed.
- Flexible work hours and a results‑oriented performance model that rewards outcomes over hours logged.
- Annual wellness stipend for fitness memberships, meditation apps, or other health‑related expenses.
How to Apply
If you are passionate about delivering outstanding customer experiences and want to be part of a forward‑thinking energy company, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal candidate for this role. In your cover letter, please highlight a specific customer interaction that showcases your problem‑solving skills, empathy, and commitment to service excellence.
Our hiring process is designed to be transparent and respectful of your time. It typically includes a phone screening, a skills assessment, a virtual interview with the Customer Experience Lead, and a final meeting with a senior executive to discuss your fit with brighthush’s culture and mission.
Join brighthush – Where Every Call Makes a Difference
At brighthush, we believe that every customer interaction is an opportunity to build trust, solve problems, and create lasting value. As a Customer Experience Specialist, you will be at the heart of our mission to provide reliable, affordable, and sustainable energy to communities across the nation. If you thrive in a dynamic, remote environment and are ready to make a real impact, we want to hear from you.