Bilingual Customer Service Agent – Remote, High‑Impact Role Supporting Veterans, Military Families, and Government Services

About brighthush

brighthush is a nationally recognized leader in business process outsourcing and a proud Service‑Disabled Veteran‑Owned Small Business (SDVOSB). Our mission is simple yet powerful: to connect people with the essential government programs that safeguard their health, safety, and well‑being. Every call you handle is a chance to make a real difference in the lives of veterans, military families, and communities across the country. When you join brighthush, you become part of a purpose‑driven team that values reliability, respect, and continuous growth.

Why This Role Matters

As a Bilingual Customer Service Agent, you will be the first line of support for individuals seeking critical services. Your calm, clear communication and problem‑solving skills will help people navigate complex systems, schedule appointments, and resolve technical issues—all while ensuring a positive, solution‑focused experience. In a fully remote environment, you’ll have the flexibility to work from wherever you feel most productive, free from commuting and office distractions.

Key Responsibilities

• Inbound Call Management: Serve as the primary point of contact for callers, providing accurate information and a welcoming, solution‑oriented experience.
• Technical Troubleshooting: Resolve basic technical issues independently, create support tickets when necessary, and guide callers through step‑by‑step solutions.
• Appointment Scheduling: Coordinate appointments at designated service locations, ensuring all details are captured and confirmed.
• Documentation: Record every interaction meticulously, including inquiries, concerns, and resolutions, to maintain a comprehensive customer history.
• Follow‑Up Calls: Conduct follow‑up outreach to confirm issue resolution and keep customers informed throughout the process.
• Quality Assurance: Deliver consistent, high‑quality service within a structured, supportive environment.

Essential Qualifications

• High school diploma or GED (additional education preferred).
• Prior remote customer service experience, especially in a call‑center setting.
• Excellent verbal communication skills and the ability to build rapport quickly.
• Basic technical troubleshooting skills and the confidence to handle issues independently.
• Comfortable working remotely with minimal supervision.
• Strong reading comprehension and the ability to follow detailed instructions.
• Willingness to complete a comprehensive accreditation and background check process.
• Proficiency with web navigation, computer applications, and multitasking (Microsoft Teams, Outlook, Word).
• Fluency in English; bilingual Spanish/English is highly preferred.

Preferred Qualifications

• Experience in a bilingual support role or with veteran‑focused services.
• Knowledge of government benefits programs or familiarity with the veteran community.
• Previous experience with ticketing systems and CRM platforms.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to make a difference.
• Communication: Clear, concise, and empathetic verbal communication.
• Problem Solving: Analytical thinking and the ability to troubleshoot quickly under pressure.
• Technical Proficiency: Comfortable with multiple software tools and troubleshooting basic technical issues.
• Time Management: Ability to prioritize tasks and manage a high call volume while maintaining accuracy.
• Team Collaboration: Strong interpersonal skills and a willingness to support remote teammates.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Agent, you will have access to:

• Structured onboarding and ongoing training programs that cover product knowledge, customer service best practices, and advanced technical skills.
• Mentorship from experienced agents and supervisors who are committed to your professional development.
• Opportunities to transition into specialized roles such as Technical Support, Account Management, or Program Coordination.
• Cross‑functional projects that expose you to different areas of the organization, broadening your skill set and enhancing your résumé.
• Regular performance reviews and goal‑setting sessions to help you track progress and identify growth areas.

Work Environment & Culture

brighthush fosters a culture of trust, respect, and collaboration—especially important in a remote setting. You’ll experience:

• A fully remote work model that eliminates commuting and allows you to create a personalized, distraction‑free workspace.
• Flexible scheduling within a defined 8‑hour window (8:00 AM–8:00 PM EST) to accommodate personal commitments while meeting business needs.
• Regular virtual team meetings, social events, and community outreach initiatives that keep the team connected and engaged.
• A supportive environment where teammates actively help each other succeed.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks & Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote customer service roles.
• Performance‑based bonuses and incentives.
• Health, dental, and vision insurance options.
• Paid time off (vacation, sick leave, holidays).
• 401(k) retirement plan with company match.
• Professional development budget for courses, certifications, and conferences.
• Technology stipend to support your home‑office setup.
• Employee assistance program (EAP) for mental health and well‑being support.

Training & Onboarding

Your journey with brighthush begins with a comprehensive two‑week onboarding program designed to set you up for success. Training sessions run from 9:00 AM to 4:30 PM EST and cover:

• Company culture, values, and mission.
• Product and service knowledge, including government benefits and veteran resources.
• Call handling protocols, ticketing systems, and CRM usage.
• Technical troubleshooting fundamentals.
• Compliance, privacy, and data security best practices.
• Soft skills development: empathy, active listening, and conflict resolution.

Schedule & Availability

The role requires a full‑time commitment of 8 hours per day within the 8:00 AM–8:00 PM EST window. Your schedule will be structured to support both business needs and work‑life balance. Consistent attendance and reliability are essential for success.

How to Apply

If you are passionate about making a tangible impact, thrive in a remote setting, and possess the skills and mindset described above, we encourage you to apply today. Join brighthush and become part of a mission‑driven team that values purpose, growth, and community.

Pre‑Employment Requirements

A pre‑employment drug screening and criminal background check are required prior to employment.