Customer Service Representative – Bilingual English & Spanish – Remote Insurance Sales & Client Success Specialist – Join brighthush’s Award‑Winning Team

About brighthush

brighthush is not just another insurance agency – we are a national powerhouse that has consistently ranked among the top performers in the United States for both growth and customer satisfaction. Our story began over a decade ago with a simple mission: to protect what matters most to families while fostering a culture of innovation, collaboration, and continuous learning. Today, we serve millions of clients across the country, offering a full spectrum of life, health, vision, and retirement solutions that are tailored to each individual’s needs.

What sets brighthush apart is our unwavering commitment to people. Whether you are a seasoned professional or a recent graduate eager to launch a career in insurance, we provide the training, resources, and support you need to thrive. Our remote work model gives you the flexibility to balance professional responsibilities with personal commitments, while our inclusive culture ensures that every voice is heard and every idea has the chance to shine.

Why This Role Matters

As the first point of contact for our clients, you will play a pivotal role in shaping their experience with brighthush. Your ability to communicate clearly, solve problems efficiently, and build trust will directly influence client satisfaction, retention, and the overall growth of our agency. In a fast‑paced industry where customer expectations are constantly evolving, your expertise as a bilingual professional will help us reach a broader audience and deliver exceptional service to English‑ and Spanish‑speaking families alike.

Position Overview

We are looking for a highly motivated, bilingual (English & Spanish) Customer Service Representative to join our remote team. In this role, you will:

• Serve as the primary liaison between clients and the agency, providing timely, accurate, and courteous assistance via phone, email, and chat.
• Process policy changes, renewals, and cancellations while maintaining meticulous records in our CRM system.
• Identify and recommend supplemental coverage options that align with clients’ needs and budget.
• Handle billing inquiries, process payments, and resolve any discrepancies with professionalism and empathy.
• Address and resolve client complaints, escalating issues as necessary to ensure swift resolution.
• Maintain up‑to‑date knowledge of all product lines, including life, health, vision, and 401(k) offerings.
• Collaborate with the sales and underwriting teams to facilitate smooth policy issuance.
• Participate in ongoing training sessions to stay current on industry trends, regulatory changes, and best practices.
• Contribute to team goals by meeting or exceeding monthly call volume, conversion, and customer satisfaction metrics.

Key Responsibilities

• Client Engagement: Act as the first touchpoint for new and existing clients, ensuring a seamless onboarding experience and fostering long‑term relationships.
• Policy Administration: Accurately process policy updates, renewals, and cancellations, and ensure all documentation is complete and compliant.
• Cross‑Selling & Upselling: Proactively identify opportunities to enhance client coverage, recommending additional products that fit their evolving needs.
• Billing & Collections: Manage billing inquiries, process payments, and resolve discrepancies while maintaining a high level of customer satisfaction.
• Issue Resolution: Handle complaints and complex inquiries with empathy, escalating to the appropriate department when necessary.
• Product Knowledge: Stay current on all brighthush product lines and industry developments to provide accurate information and guidance.
• Collaboration: Work closely with sales, underwriting, and operations teams to ensure a cohesive client experience.
• Performance Metrics: Meet or exceed key performance indicators such as call volume, conversion rates, CSAT scores, and NPS.
• Continuous Improvement: Participate in training, workshops, and feedback sessions to refine skills and contribute to process enhancements.

Essential Qualifications

• Minimum of 1 year of customer service experience, preferably in a call center or insurance environment.
• Fluency in both English and Spanish, with strong verbal and written communication skills in both languages.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience using CRM platforms.
• Strong multitasking abilities and the capacity to manage a high volume of inbound and outbound calls.
• Excellent problem‑solving skills and a customer‑centric mindset.
• Ability to work independently in a remote setting while maintaining accountability and collaboration with team members.
• Valid driver’s license and reliable internet connection (required for remote work).

Preferred Qualifications

• Prior experience in the insurance industry, including knowledge of life, health, vision, and 401(k) products.
• Certification or licensing in General or Personal Lines, Property & Casualty, or related fields.
• Experience with call‑center metrics such as AHT (Average Handle Time), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).
• Knowledge of compliance regulations and best practices in the insurance sector.
• Experience with remote work tools such as Zoom, Teams, and virtual collaboration platforms.

Skills & Competencies

• Exceptional Interpersonal Skills: Ability to build rapport quickly and establish trust with clients from diverse backgrounds.
• Organizational Excellence: Strong attention to detail and the ability to manage multiple tasks simultaneously.
• Adaptability & Resilience: Thrive in a fast‑paced, evolving environment while maintaining a positive attitude.
• Team Player: Collaborate effectively with colleagues while also being self‑motivated and proactive.
• Continuous Learning: Demonstrated commitment to professional growth and staying current with industry trends.

Career Growth & Learning Opportunities

At brighthush, we view every team member as a future leader. As a Customer Service Representative, you will have the opportunity to:

• Advance into senior client success roles or transition into sales, underwriting, or operations.
• Earn industry certifications such as Certified Insurance Counselor (CIC) or Certified Insurance Sales Professional (CISP).
• Participate in leadership training programs and mentorship initiatives.
• Attend quarterly workshops on emerging insurance trends, technology, and customer experience best practices.
• Benefit from a clear career ladder with transparent performance metrics and promotion pathways.

Work Environment & Company Culture

brighthush fosters a culture of respect, innovation, and continuous learning. Our remote work model offers flexibility, allowing you to balance professional responsibilities with personal commitments. We celebrate diversity, encourage open communication, and provide a supportive environment where every voice is heard. Our team values collaboration, accountability, and a shared commitment to delivering exceptional service to our clients.

Compensation & Benefits

We offer a competitive compensation package that includes:

• Base salary of $17 per hour.
• Performance‑based commissions and bonuses tied to client retention and upsell success.
• Health, vision, and dental insurance plans with employer contributions.
• 401(k) retirement plan with company matching.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee assistance program and wellness resources.

How to Apply

Ready to join a dynamic, growth‑oriented team that values your bilingual skills and customer‑service expertise? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We look forward to learning how you can contribute to our mission of delivering exceptional service and protection to families nationwide.

Join brighthush Today

At brighthush, we don’t just provide insurance – we build lasting relationships and create a future of security for our clients. If you’re passionate about helping others, thrive in a fast‑paced environment, and want to grow your career with a top‑performing agency, we want to hear from you. Apply now and become a vital part of our remote team!