Experienced Bilingual Customer Service Specialist – Spanish/English – Remote, Lubbock, TX – Health Insurance & Benefits Support

About brighthush and the Opportunity

brighthush is a leading provider of customer experience solutions in the health and public‑sector space. With a mission to empower people to access the benefits they deserve, we partner with state and federal agencies to deliver high‑quality, compassionate service to millions of consumers. Our culture is built on innovation, collaboration, and a relentless focus on customer success.

We are currently expanding our Lubbock, TX team and inviting a dedicated, bilingual professional to join us as a Bilingual Customer Service Specialist. This role is pivotal in supporting the Health Texas program, ensuring that every call, chat, or email is handled with empathy, accuracy, and efficiency.

Why Join brighthush?

• Comprehensive, Paid Training – From day one, you’ll receive a structured training program that covers all aspects of customer service, compliance, and technology. Complete the program and earn an immediate $1.00 per hour increase.
• Career Growth & Development – We invest in your professional journey through workshops, certifications, and internal mobility opportunities.
• Wellness & Work‑Life Balance – Access a full suite of wellness programs, including mental health resources, fitness discounts, and flexible scheduling.
• Competitive Compensation & Benefits – Enjoy a robust benefits package that includes health, dental, vision, life, disability, and a 401(k) plan with company match.
• Recognition & Rewards – Your contributions are celebrated through a formal recognition platform and performance‑based bonuses.

Key Responsibilities

As a Bilingual Customer Service Specialist, you will be the frontline advocate for consumers navigating the Health Texas benefits system. Your daily tasks will include:

• Answering inbound inquiries via telephone, IVR, web chat, and other approved channels with professionalism and accuracy.
• Providing clear, concise information about programs, enrollment procedures, and benefits eligibility.
• Documenting every interaction in our CRM, ensuring data integrity and compliance with privacy regulations.
• Processing requests for materials, forms, and documentation through mail, email, or electronic delivery.
• Escalating complex or sensitive issues to the appropriate internal teams while maintaining a calm, solution‑oriented demeanor.
• Facilitating translation or interpretation services for Spanish‑speaking customers, following established protocols.
• Collaborating with supervisors and peers to identify process improvements and share best practices.
• Meeting or exceeding quality assurance, productivity, and customer satisfaction metrics.
• Participating in ongoing training, meetings, and knowledge‑sharing sessions to stay current on program updates.

Essential Qualifications

• High school diploma or GED (or equivalent combination of education and experience).
• Fluency in both English and Spanish (written and spoken).
• Strong typing skills and the ability to handle high call volumes (100+ calls per day).
• Excellent organizational and prioritization abilities, with a keen sense of urgency.
• Basic computer proficiency in Windows and/or Mac environments.
• Reliable, high‑speed wired internet connection (minimum 20 Mbps download, 5 Mbps upload).
• Availability to work shifts between 8:00 am and 6:30 pm CST (7:00 am–5:30 pm MST).
• Ability to work onsite for the first day of training and complete all required classroom and on‑the‑job training without absences.
• Professional demeanor, strong communication skills, and a customer‑first mindset.

Preferred Qualifications

• Previous experience in a call center or customer service role, preferably in the health or public‑sector domain.
• Knowledge of health insurance terminology, enrollment processes, and benefits administration.
• Experience with CRM systems, data entry, and multi‑tasking across multiple computer screens.
• Certification or coursework in customer service, communication, or related fields.

Skills & Competencies

• Communication – Clear, empathetic, and concise verbal and written communication in both languages.
• Problem‑Solving – Ability to analyze issues, identify root causes, and propose effective solutions.
• Technical Aptitude – Comfortable navigating multiple software applications simultaneously.
• Time Management – Efficiently manage high call volumes while maintaining accuracy.
• Team Collaboration – Work effectively with cross‑functional teams and share insights for continuous improvement.
• Adaptability – Thrive in a fast‑paced environment with evolving processes and policies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Bilingual Customer Service Specialist, you will have access to:

• Leadership development programs that prepare you for supervisory roles.
• Technical training on emerging customer experience tools and platforms.
• Cross‑functional projects that broaden your skill set beyond frontline support.
• Mentorship from experienced professionals who guide your career trajectory.
• Tuition reimbursement for courses that align with your career goals.

Work Environment & Company Culture

Our hybrid model blends the flexibility of remote work with the camaraderie of an onsite presence. You’ll start with an onsite training day, then transition to a fully remote role from your home office. We value:

• Open communication and transparency across all levels.
• Inclusivity and respect for diverse backgrounds and perspectives.
• A culture that celebrates achievements and fosters continuous learning.
• Employee wellness initiatives that support physical, emotional, and financial well‑being.

Compensation & Benefits

While the base hourly rate for this position starts at $15.00, your total compensation package includes:

• Immediate $1.00 per hour increase upon successful completion of paid training.
• Performance‑based bonuses tied to quality, productivity, and customer satisfaction metrics.
• Comprehensive health, dental, vision, and prescription coverage.
• Life and disability insurance, with optional supplemental plans.
• 401(k) retirement savings plan with company matching.
• Paid time off (PTO), holidays, and sick leave.
• Short‑ and long‑term disability coverage.
• Employee Assistance Program (EAP) for holistic wellness support.
• Discounts on auto, home, renter’s, and pet insurance.
• Access to wellness programs, fitness discounts, and mental health resources.

Home Office Requirements

To ensure a productive remote experience, your home office should meet the following criteria:

• Quiet, professional workspace free from distractions and background noise.
• Space to accommodate two large monitors, laptop, keyboard, mouse, and docking station (equipment provided).
• Reliable, high‑speed wired internet connection (minimum 20 Mbps download & 5 Mbps upload).
• No reliance on cellular hotspots or satellite connections.

How to Apply

If you are passionate about delivering exceptional customer service, fluent in Spanish and English, and ready to make a meaningful impact in the health benefits space, we encourage you to apply today. Join brighthush and become part of a team that values innovation, growth, and community.

Ready to take the next step? Submit your application through our careers portal and start your journey with brighthush.