Bilingual Customer Service Representative II – Remote, Spanish/English, $18.50/hr + Performance Bonus – Join brighthush’s High‑Performance Operations Team

About brighthush

brighthush is a forward‑thinking, technology‑driven customer experience partner that empowers leading brands to deliver flawless, privacy‑centric support across the globe. With a culture rooted in innovation, integrity, and continuous improvement, we help our clients transform every customer interaction into a memorable, data‑driven experience. Our remote‑first approach gives you the flexibility to work from anywhere while still being part of a collaborative, high‑energy team that celebrates success together.

Why brighthush?

• Impactful Work – Your voice will directly influence customer satisfaction for high‑profile clients who demand the utmost precision and confidentiality.
• Growth Opportunities – From entry‑level to senior leadership, brighthush offers clear career pathways, mentorship programs, and continuous learning resources.
• Inclusive Culture – We champion diversity, equity, and inclusion, ensuring every team member feels respected, heard, and empowered.
• Competitive Compensation – Base pay of $18.50/hr plus a $1/performance bonus, with potential for overtime and annual raises based on performance metrics.
• Work‑Life Balance – Flexible scheduling, remote work, and generous paid time off help you maintain a healthy balance.

Position Overview

The Bilingual Customer Service Representative II (Phones) is a pivotal role within brighthush’s Operations Department. You will provide exceptional, bilingual support to a high‑profile client that requires strict adherence to privacy, confidentiality, and precision. This is a full‑time, remote position that demands a blend of technical proficiency, empathy, and problem‑solving skills.

Key Responsibilities

• Handle inbound calls, emails, and chat inquiries in both English and Spanish, ensuring a seamless, professional experience for every customer.
• Document all interactions accurately in our Customer Relationship Management (CRM) system, maintaining up‑to‑date records for audit and quality purposes.
• Resolve first‑call issues by applying analytical thinking and troubleshooting techniques, aiming for high first‑contact resolution rates.
• Coordinate electronic claims and eligibility inquiries across multiple lines of business, ensuring compliance with client policies and regulatory requirements.
• Adhere to Service Level Agreement (SLA) targets and quality metrics, consistently meeting or exceeding performance benchmarks.
• Maintain a deep understanding of client requirements through the Knowledge Base, staying current on product updates and procedural changes.
• Provide mentorship and on‑the‑job training to junior CSRs, fostering a collaborative learning environment.
• Occasionally support on‑site mailroom operations, demonstrating flexibility and a willingness to contribute wherever needed.

Essential Qualifications

• High school diploma or equivalent (college degree preferred).
• Minimum of 2 years of contact center experience, with a strong track record of meeting SLA and quality targets.
• Fluent in both English and Spanish, with excellent written and verbal communication skills in both languages.
• Proficient computer skills, including the ability to navigate multiple applications simultaneously while engaging with customers.
• Strong time‑management and organizational abilities, enabling independent work and prioritization of tasks.
• Experience handling sensitive data and maintaining confidentiality in a regulated environment.
• Empathetic, patient, and customer‑centric mindset, with a genuine desire to help and resolve issues.

Preferred Qualifications

• College degree in Business, Communications, or a related field.
• Experience with advanced CRM platforms (e.g., Salesforce, Zendesk) and knowledge‑base tools.
• Background in healthcare, finance, or other highly regulated industries.
• Prior exposure to claim processing or eligibility verification workflows.
• Demonstrated ability to mentor or train peers in a fast‑paced environment.

Skills & Competencies

• Technical Proficiency – Comfortable with CRM systems, knowledge bases, and multi‑screen workflows.
• Communication – Clear, concise, and professional communication in both English and Spanish.
• Problem Solving – Analytical mindset to diagnose and resolve complex customer issues quickly.
• Adaptability – Ability to thrive in a dynamic, remote work environment with evolving processes.
• Collaboration – Team player who shares best practices and supports colleagues.
• Integrity – Upholds privacy, confidentiality, and ethical standards at all times.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Bilingual Customer Service Representative II, you will have access to:

• Structured onboarding and continuous training modules covering product knowledge, compliance, and soft‑skills development.
• Mentorship programs pairing you with senior CSRs and operations leaders.
• Internal career ladder that includes opportunities in Quality Assurance, Process Improvement, and Client Services Management.
• Annual performance reviews that align your goals with the company’s strategic objectives.
• Cross‑functional projects that expose you to new technologies and business processes.

Work Environment & Culture

brighthush’s remote-first culture means you can work from anywhere, provided you have a reliable internet connection and a quiet workspace. We foster a supportive, inclusive environment where every voice is valued. Our team enjoys:

• Weekly virtual town halls and team‑building activities.
• Open‑door communication channels with leadership.
• Recognition programs that celebrate individual and team achievements.
• Flexible scheduling options to accommodate personal commitments.

Compensation & Benefits

While the base hourly rate is $18.50, you’ll also earn a $1/performance bonus for each call that meets or exceeds quality and SLA metrics. In addition to competitive pay, brighthush offers:

• Health, dental, and vision insurance (for full‑time employees).
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program, including virtual fitness classes and mental health resources.
• Technology stipend to support your home‑office setup.

How to Apply

If you’re passionate about delivering top‑tier customer service, thrive in a bilingual environment, and want to join a company that values growth, integrity, and innovation, we’d love to hear from you. Click the link below to submit your application and take the first step toward an exciting career with brighthush.

Apply to this job

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, veteran status, or any other protected characteristic.