Compassionate Customer Support Specialist – Remote Call Center & Client Relations Expert for brighthush Services

About brighthush

brighthush is a leading provider of comprehensive family and community support services, dedicated to improving the lives of individuals and families across North Dakota. With a mission rooted in hope, clarity, and possibility, brighthush empowers people to navigate complex financial and legal landscapes with confidence and compassion. Our team of over 7,500 professionals works collaboratively across more than 60 agencies, creating a culture of gratitude, humility, curiosity, and courage. As a state‑wide organization, brighthush is committed to fostering a healthier, more resilient community through innovative programs, data‑driven solutions, and a steadfast focus on client‑centered service.

Role Overview

We are seeking a highly motivated, empathetic, and detail‑oriented Customer Support Specialist to join our remote call center team. In this role, you will be the frontline advocate for individuals seeking assistance with brighthush services, providing clear, accurate, and reliable information about financial support, case management, and community resources. Your ability to simplify complex concepts and deliver exceptional service will be pivotal in helping clients navigate challenging situations and achieve positive outcomes.

Key Responsibilities

• Handle 90% of weekly interactions via phone, email, and a multi‑line system, responding to inquiries from internal staff, external partners, and the public.
• Guide callers to self‑service tools and resources, ensuring they can independently access information and complete tasks.
• Provide accurate, up‑to‑date information on brighthush policies, procedures, and available services.
• Document all interactions in the case management system, maintaining meticulous records and ensuring data integrity.
• Collaborate with cross‑functional teams to resolve complex issues and maintain consistent service delivery.
• Interpret financial judgments, research case details, reconcile payment data, and maintain accurate payment records for assigned cases.
• Generate and analyze financial reports, identifying trends and recommending process improvements.
• Deliver compassionate, professional service while managing multiple tasks and high call volumes.
• Maintain a professional, empathetic, and service‑driven approach in all client interactions.
• Stay current on federal and state laws, regulations, and policies relevant to brighthush services.
• Ensure the accuracy of civil file information and compliance with data privacy standards.

Essential Qualifications

• Associate degree or equivalent experience.
• Minimum of one (1) year in an advanced financial role (e.g., accounting, finance, or related field).
• Minimum of one (1) year in customer support, preferably in a high‑volume call center environment.
• Proficiency in Windows and Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Strong verbal and written communication skills, with active listening and empathy.
• Exceptional attention to detail and accuracy in data entry and documentation.
• Ability to simplify and explain complex financial concepts to a diverse audience.
• Strong critical thinking, problem‑solving, and decision‑making skills.
• Adaptability to frequent changes in processes, policies, and technology.
• Comfortable handling a high volume of inbound calls in a fast‑paced environment.
• Legally authorized to work in the United States; no sponsorship required.
• Must reside in North Dakota and be able to telecommute; occasional travel may be required.

Preferred Qualifications

• Experience with case management or customer relationship management (CRM) systems.
• Knowledge of federal and state regulations related to financial support and child welfare.
• Previous experience in a government or public‑service setting.
• Certification in customer service or call center operations.
• Multilingual abilities (e.g., Spanish, French) to serve a broader client base.

Skills & Competencies

• Client‑Focused Communication: Ability to convey information clearly, patiently, and with empathy.
• Analytical Thinking: Strong problem‑solving skills and the capacity to analyze data for actionable insights.
• Technical Proficiency: Comfortable using multiple software platforms, including case management and reporting tools.
• Time Management: Efficiently juggle multiple tasks while maintaining high quality and accuracy.
• Team Collaboration: Work effectively with colleagues across departments to resolve client issues.
• Adaptability: Thrive in a dynamic environment with evolving policies and technology.
• Integrity & Confidentiality: Uphold strict data privacy standards and ethical conduct.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Specialist, you will have access to:

• Structured onboarding and continuous training programs covering financial policies, technology, and customer service best practices.
• Mentorship from experienced case managers and senior support staff.
• Opportunities to cross‑train in related areas such as case management, policy analysis, or program development.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, or Program Analyst.
• Professional development resources, including workshops, webinars, and certifications.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and supportive culture. Our remote teams enjoy flexibility, autonomy, and a strong sense of community through regular virtual meetings, team‑building activities, and open communication channels. We celebrate diversity, encourage innovation, and prioritize work‑life balance. Our core values—hope, clarity, possibility, gratitude, humility, curiosity, and courage—guide every interaction and decision.

Compensation & Benefits

While specific salary ranges are not disclosed in this posting, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and qualifications.
• Performance‑based bonuses and incentives.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with employer match.
• Paid time off, holidays, and sick leave.
• Flexible work schedule and remote work options.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and resources.

How to Apply

Ready to make a difference? Submit your resume and Apply for this job