Bilingual Customer Service Representative – Family Support & Community Resource Specialist (Full‑Time, Remote – Palm Springs, FL)
About brighthush
At brighthush, we are on a mission to empower families and strengthen communities through compassionate, high‑quality support services. As a leading provider of family‑focused outreach and resource coordination, brighthush connects parents, children, and care providers with the tools they need to thrive. Our work is rooted in empathy, cultural sensitivity, and a relentless commitment to making a tangible difference in the lives of those we serve. Join a purpose‑driven organization where every conversation matters and every interaction helps build brighter futures.
Why This Role Matters
Families today face a complex web of challenges—from navigating healthcare and education systems to accessing essential social services. As a Bilingual Customer Service Representative at brighthush, you will be the trusted first point of contact, offering guidance, reassurance, and concrete solutions. Your voice will be the bridge that connects families to the resources they need, ensuring that no one feels alone in their journey.
Key Responsibilities
In this dynamic, fast‑paced position, you will:
- Answer and manage a high volume of inbound calls with professionalism, empathy, and cultural competence.
- Schedule appointments for families and providers, coordinating calendars and confirming details promptly.
- Provide accurate information about community resources, programs, and services available through brighthush and partner organizations.
- Gather, verify, and enter client data into multiple databases, ensuring completeness and confidentiality.
- Respond to email inquiries, drafting clear, courteous replies and updating records as needed.
- Assist service providers with questions, referrals, and follow‑up requests, fostering strong collaborative relationships.
- Document interactions in the CRM system, noting outcomes, next steps, and any escalations.
- Identify trends in caller concerns and relay insights to the program management team for continuous improvement.
- Maintain compliance with privacy regulations (HIPAA, FERPA) and brighthush’s internal data‑security policies.
- Participate in ongoing training, staying current on new resources, technology tools, and best practices in family support.
Essential Qualifications
- Bilingual proficiency in English and Spanish—reading, writing, and speaking at a professional level.
- High school diploma required; an Associate Degree or higher is preferred.
- Minimum six months of call‑center or customer‑service experience, preferably in a high‑volume environment.
- Exceptional verbal and written communication skills, with the ability to convey complex information clearly.
- Strong data‑entry and typing abilities—fast, accurate, and detail‑oriented.
- Reliability and punctuality—consistent attendance and adherence to schedule.
- Ability to handle confidential information sensitively and maintain professional discretion.
- Compassionate, customer‑first mindset with a genuine desire to help families succeed.
- Proficiency in Microsoft Office Suite (Excel, Word) and basic troubleshooting of common technology issues.
Preferred Qualifications & Additional Skills
- Experience working in social services, healthcare, or education support settings.
- Familiarity with case‑management software or CRM platforms (e.g., Salesforce, HubSpot).
- Certification in customer service excellence or related fields.
- Knowledge of local, state, and federal resources for families, children, and caregivers.
- Demonstrated ability to work independently while thriving in a collaborative, mission‑driven team.
Core Competencies for Success
- Active Listening – Fully understand caller needs before responding.
- Problem Solving – Quickly identify solutions and guide callers toward actionable steps.
- Emotional Intelligence – Recognize and respond to the emotional states of families with empathy.
- Time Management – Balance multiple calls, emails, and data‑entry tasks efficiently.
- Adaptability – Adjust to evolving policies, new resources, and shifting call volumes.
- Team Collaboration – Share insights, support peers, and contribute to a positive workplace culture.
Compensation, Benefits, and Perks
Competitive Pay: Up to $18.62 per hour, commensurate with experience and performance.
Benefits Package: Full‑time employees enjoy health, dental, and vision coverage, a 401(k) retirement plan with employer match, paid time off, and holiday pay.
Professional Development: Access to ongoing training, webinars, and tuition reimbursement for relevant certifications.
Work‑Life Balance: A structured Monday‑Thursday schedule (8:00 AM‑5:30 PM) and a half‑day on Friday (8:00 AM‑12:00 PM) promote personal time and family commitments.
Remote Flexibility: While the role is telecommute‑based, a designated office hub in Palm Springs, FL, is available for occasional in‑person collaboration.
Employee Recognition: Regular awards, peer‑nominated accolades, and celebration of milestones.
Culture & Work Environment at brighthush
brighthush fosters a collaborative, inclusive, and mission‑centric culture where every team member feels valued and heard. Our core values—Compassion, Integrity, Innovation, and Community—guide daily interactions and strategic decisions. Employees enjoy:
- Open communication channels with leadership and cross‑functional teams.
- Regular virtual town halls and team‑building activities.
- A supportive environment that encourages feedback, continuous learning, and personal growth.
- Diversity and inclusion initiatives that celebrate the rich backgrounds of our staff and the families we serve.
Career Growth Opportunities
Starting as a Customer Service Representative opens pathways to advanced roles within brighthush, such as:
- Senior Client Support Specialist
- Team Lead or Supervisor – overseeing a group of representatives.
- Program Coordinator – managing specific community outreach initiatives.
- Training & Development Specialist – designing onboarding and skill‑building programs.
- Operations Manager – shaping service delivery strategies across multiple regions.
Our commitment to internal promotion means you’ll have clear, achievable milestones and mentorship from seasoned professionals.
Application Process
Ready to make a meaningful impact? Follow these steps to apply:
- Prepare an up‑to‑date résumé highlighting bilingual experience and customer‑service achievements.
- Write a concise cover letter that explains why you are passionate about supporting families and how your skills align with brighthush’s mission.
- Submit your application through our secure portal: Apply To This Job.
- After submission, our recruiting team will review your materials and contact you for a brief phone interview.
- Successful candidates will progress to a virtual interview with the hiring manager and a short role‑play assessment.
Equal Opportunity Statement
brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.
Join Us in Making a Difference
If you are a compassionate, bilingual communicator who thrives in a fast‑moving, service‑focused setting, we invite you to bring your talents to brighthush. Your dedication will directly influence the well‑being of children and families across our community. Apply today and become a vital voice in a mission that truly matters.
Apply for this job