Customer Support Representative - new-customer onboarding (remote)

Bright Birch Energy delivers power and gas plans across the Richmond region, and we need a Customer Support Representative to lead our new-customer onboarding. Reliability is the job, and people here take pride in answering the phone at 3 a.m. when needed. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including hardship programmes, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with hardship programmes. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Fully remote, with a monthly team day in Richmond. • We reply to every applicant.