Experienced Bilingual Customer Service Specialist – Remote, Austin – Spanish & English – High‑Impact Client Support at brighthush

Introduction

At brighthush, we’re redefining the way people connect with the services they need. As a leading provider of customer‑centric solutions in the public‑sector and health‑care space, we empower individuals and families to navigate complex programs with confidence and clarity. We’re looking for a dynamic, bilingual Customer Service Specialist to join our remote team in Austin, Texas. If you thrive in a fast‑paced environment, love solving problems, and are fluent in both English and Spanish, we want to hear from you.

Why Join brighthush

• Impact at Scale – Every call you handle helps a real person access vital health, financial, or social services.
• Remote Flexibility – Work from the comfort of your home while staying connected to a supportive, collaborative team.
• Growth & Development – We invest in continuous learning, offering certifications, cross‑functional training, and clear career pathways.
• Diversity & Inclusion – We celebrate a culture where every voice is heard and valued.
• Competitive Compensation – Transparent pay structure, performance bonuses, and comprehensive benefits.

Key Responsibilities

As a Bilingual Customer Service Specialist, you will be the frontline advocate for our clients, ensuring they receive accurate, timely, and compassionate support. Your day‑to‑day duties will include:

• Answering inbound inquiries via telephone, IVR, web chat, and other approved channels, maintaining a high level of professionalism and empathy.
• Providing clear, accurate information about programs, services, and eligibility to consumers, prospective enrollees, and their representatives.
• Documenting every interaction in our CRM and related systems, ensuring data integrity and compliance with privacy regulations.
• Processing routine transactions—such as material requests, enrollment updates, and account adjustments—according to established guidelines.
• Managing multiple computer systems simultaneously while engaging with customers, ensuring efficient data entry and system navigation.
• Coordinating the fulfillment of customer requests for materials via mail, email, or electronic delivery.
• Escalating complex or sensitive issues to the appropriate internal or external stakeholders for resolution.
• Facilitating translation or interpretation services for non‑English speaking customers, following procedural protocols.
• Communicating proactively with supervisors about potential service delivery concerns or improvement opportunities.
• Meeting or exceeding Quality Assurance (QA), productivity, and other key performance metrics.
• Participating in mandatory meetings, trainings, and staying current on all programs, systems, policies, and procedures.
• Assisting with additional duties as assigned by management to support team objectives.

Essential Qualifications

• High school diploma or GED (or equivalent).
• 0–6 months of relevant professional experience (or an equivalent blend of education and experience).
• Fluency in both English and Spanish, with excellent verbal and written communication skills in each language.
• Availability to work shifts between 8:00 am and 6:30 pm CST (7:00 am and 5:30 pm MST).
• Proficient typing skills and the ability to type efficiently in both languages.
• Strong sense of urgency and the ability to perform under pressure.
• Excellent attendance record—no time off during training.
• Organizational and prioritization skills to manage multiple tasks simultaneously.
• Basic computer aptitude in Windows and/or Mac environments.
• Capacity to handle 100+ calls per day and manage repetitive call volume.
• Successful completion of a bilingual assessment during the hiring process.

Preferred Qualifications

• Prior experience in a customer service role within the public‑sector, health‑care, or social services industry.
• Knowledge of HIPAA or other privacy regulations related to health information.
• Experience with CRM platforms such as Salesforce, Zendesk, or similar.
• Familiarity with call‑center metrics and quality assurance frameworks.
• Additional language proficiency beyond English and Spanish.

Skills & Competencies

• Communication – Clear, concise, and empathetic communication in both English and Spanish.
• Problem‑Solving – Ability to analyze issues quickly and determine appropriate solutions.
• Adaptability – Comfortable with evolving processes, technologies, and customer needs.
• Team Collaboration – Willingness to share insights and support teammates in a virtual environment.
• Attention to Detail – Accurate data entry and meticulous record‑keeping.
• Time Management – Efficiently balancing high call volume with quality service.
• Technology Savvy – Comfortable navigating multiple systems and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, compliance, and soft skills.
• Mentorship from senior team members and cross‑functional leaders.
• Opportunities to transition into specialized roles such as Program Specialist, Quality Assurance Analyst, or Training Coordinator.
• Leadership development tracks for high‑performing employees.
• Annual performance reviews that align your career goals with organizational objectives.

Work Environment & Culture

Our remote work model is built on trust, accountability, and collaboration. You’ll receive:

• High‑quality equipment (dual monitors, laptop, keyboard, mouse, docking station) delivered to your home office.
• Reliable, wired high‑speed internet connection (minimum 20 Mbps download, 5 Mbps upload).
• A quiet, professional workspace free from distractions.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A culture that values work‑life balance, mental health, and continuous improvement.

Compensation, Perks & Benefits

While the base hourly rate for this role is $15.00, brighthush offers a comprehensive total‑compensation package that includes:

• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance plans.
• Life and disability coverage.
• 401(k) retirement savings plan with company match.
• Paid holidays, vacation, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and wellness resources.
• Flexible scheduling and remote work options.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic.

How to Apply

Ready to make a difference? Click the link below to submit your application and join the brighthush family. We look forward to exploring how your skills and passion can help us serve our community better.