Senior Customer Resolution Specialist – High‑Volume Call Center Expert in Complex Escalations & CRM (Salesforce) – Remote Opportunities

About brighthush

At brighthush, we are pioneers in the utilities sector, dedicated to transforming homes into energy‑efficient havens. Our mission is simple yet powerful: to reduce carbon footprints, lower utility bills, and enhance comfort for homeowners across the United States. By combining cutting‑edge insulation technologies with a customer‑centric approach, we empower families to live sustainably while saving money.

Our culture is built on innovation, integrity, and inclusivity. We celebrate diverse perspectives, encourage continuous learning, and reward excellence. Whether you’re a seasoned professional or a recent graduate, brighthush offers a collaborative environment where your ideas can shape the future of energy efficiency.

Why Join brighthush?

• Impactful Work: Every interaction you handle directly contributes to a greener planet and happier customers.
• Career Growth: We invest in your development through mentorship, training programs, and clear advancement pathways.
• Flexible Remote Work: Work from the comfort of your home in any of the following states: Massachusetts, Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Missouri, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, or Vermont.
• Competitive Compensation: Base salary of $52,000 per year, with performance‑based bonuses and a comprehensive benefits package.
• Employee Well‑Being: 401(k) matching, generous paid time off, health, dental, and vision plans, and a supportive work environment.

Key Responsibilities

As a Senior Customer Resolution Specialist at brighthush, you will be the linchpin in delivering exceptional service to our customers. Your day‑to‑day tasks will include:

• Resolving escalated customer issues with empathy, professionalism, and a focus on long‑term satisfaction.
• Coordinating cross‑functional teams (technical, billing, field service) to ensure seamless issue resolution.
• Tracking case status in Salesforce, maintaining accurate documentation, and ensuring compliance with company policies.
• Analyzing recurring problems to identify root causes and recommend process improvements.
• Providing real‑time feedback to product and engineering teams on customer pain points.
• Maintaining a high level of product knowledge to guide customers through troubleshooting steps.
• Participating in continuous improvement initiatives, including training sessions and knowledge‑sharing workshops.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Business, Communications, or a related field is a plus.
• Minimum of 3 years of high‑volume call center experience, handling complex escalations.
• Proficiency in Salesforce or similar CRM platforms; experience with customer‑service modules is highly desirable.
• Exceptional problem‑solving, mediation, and communication skills.
• Fluent in English, both written and spoken.
• Strong organizational skills and the ability to manage multiple cases simultaneously.
• Demonstrated ability to work independently in a remote setting, with reliable internet connectivity and a dedicated workspace.

Preferred Qualifications

• Experience in the utilities or home‑energy industry.
• Knowledge of energy‑efficiency products, such as insulation, HVAC, or smart‑home technologies.
• Previous exposure to escalation management or a customer‑success role.
• Multilingual capabilities (Spanish, French, or other languages) to serve a diverse customer base.
• Certifications in customer service, conflict resolution, or related fields.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help customers and a commitment to exceeding expectations.
• Analytical Thinking: Ability to dissect complex issues, identify patterns, and propose actionable solutions.
• Collaboration: Comfortable working with cross‑functional teams and building strong professional relationships.
• Adaptability: Thrives in a fast‑paced environment and can pivot quickly when priorities shift.
• Technical Proficiency: Comfortable navigating CRM systems, data entry, and basic troubleshooting tools.
• Time Management: Prioritizes tasks effectively to meet SLA targets and maintain high customer satisfaction scores.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve alongside your passions. As a Senior Customer Resolution Specialist, you will have access to:

• Leadership development programs that prepare you for managerial roles.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Annual training budgets for certifications, conferences, and workshops.
• Mentorship from senior leaders who are committed to your professional growth.
• Clear performance metrics that align with career advancement and bonus potential.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote teams are connected through:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly “Innovation Fridays” where employees pitch ideas for product or process enhancements.
• Quarterly virtual team‑building events, ranging from trivia nights to wellness challenges.
• A robust internal knowledge base that encourages peer learning and knowledge sharing.
• Open‑door policies that empower employees to voice concerns and propose solutions.

Compensation & Benefits

We offer a comprehensive package designed to support your financial, physical, and mental well‑being:

• Base Salary: $52,000 per year.
• Performance Bonuses: Quarterly bonuses based on individual and team metrics.
• 401(k) Matching: Up to 4% company match.
• Health & Wellness: Medical, dental, and vision plans with competitive premiums.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Retirement Plan: Access to a 401(k) plan with company contributions.
• Professional Development: Annual stipend for courses, certifications, and conferences.
• Flexible Work Hours: Core hours with the flexibility to accommodate personal commitments.
• Employee Assistance Program: Confidential counseling and support services.

How to Apply

Ready to make a tangible difference in the lives of homeowners while advancing your career? Click the link below to submit your application and join the brighthush family.

Apply to this position now

Conclusion

At brighthush, we’re not just building a company; we’re building a community of passionate, purpose‑driven professionals who are committed to creating a sustainable future. If you thrive in a fast‑paced, customer‑centric environment and are eager to grow your skills while making a real impact, we want to hear from you. Join us as a Senior Customer Resolution Specialist and help shape the next generation of energy‑efficient homes.