Experienced Bilingual Customer Service Specialist – Spanish/English – Remote, Waco, TX

About brighthush and the Opportunity

brighthush is a leading provider of innovative health and human services solutions, dedicated to improving the lives of individuals across Texas and beyond. Our mission is to deliver compassionate, accessible, and efficient customer support for the Health Texas program, ensuring that every caller receives the information and assistance they need to navigate benefits and enrollment processes. As part of our growing team, you will play a pivotal role in connecting people with the resources that matter most to them.

Why Join brighthush?

• Paid, Comprehensive Training: From day one, you’ll receive a structured training program that equips you with the knowledge and professionalism required to excel in a dynamic call‑center environment. Complete the program and earn a $1.00 per hour increase to your base pay.
• Professional Development: Access workshops, conferences, and continuous learning opportunities that help you grow your skill set and advance your career.
• Wellness & Support: Our brighthush Wellness Program offers resources for physical, emotional, and financial well‑being, including an Employee Assistance Program (EAP).
• Competitive Compensation & Perks: Enjoy a competitive hourly rate, performance‑based bonuses, and a comprehensive benefits package that covers medical, dental, vision, prescription, and more.
• Work‑Life Balance: Flexible remote work after an initial onsite orientation, paid time off, holidays, and short‑ and long‑term disability coverage.
• Career Growth: Opportunities to advance into supervisory roles, specialized training tracks, and cross‑functional projects within brighthush.
• Recognition & Rewards: Our brighthush Recognition Platform celebrates outstanding contributions and fosters a culture of appreciation.

Key Responsibilities

As a Bilingual Customer Service Specialist, you will be the frontline advocate for our callers, providing accurate information and resolving inquiries across multiple channels.

• Answer incoming calls, IVR interactions, web chat, and other approved contact methods, adhering to performance standards and confidentiality requirements.
• Deliver clear, accurate information about Health Texas programs, benefits, and enrollment procedures to consumers, prospective enrollees, and their representatives.
• Document every interaction in the appropriate systems, ensuring data integrity and compliance with privacy regulations.
• Execute tasks and transactions—such as account updates, benefit inquiries, and material requests—according to established guidelines.
• Navigate multiple computer systems simultaneously while maintaining high data entry accuracy.
• Coordinate the fulfillment of customer requests for materials via mail, email, or electronic delivery.
• Escalate complex or sensitive issues to the appropriate internal or external teams for resolution.
• Provide translation or interpretation services for non‑English speaking callers, following procedural protocols.
• Communicate proactively with supervisors regarding service delivery challenges or improvement opportunities.
• Meet or exceed Quality Assurance (QA), productivity, and other key performance metrics.
• Participate in required meetings, trainings, and ongoing knowledge updates to stay current on programs and policies.
• Perform additional duties as assigned by management to support team objectives.

Essential Qualifications

• High school diploma or GED (or equivalent education/experience).
• Fluency in both English and Spanish (written and spoken).
• Availability to work shifts between 8:00 am and 6:30 pm CST.
• Strong typing skills and basic computer proficiency (Windows and/or Mac).
• Ability to handle 100+ calls per day, managing repetitive tasks with precision.
• Excellent organizational and prioritization skills, with a high sense of urgency.
• Reliable attendance, especially during the training period.
• Capacity to work onsite on Day 1 for equipment and classroom training.
• Willingness to maintain a webcam during training and meetings as instructed.

Preferred Qualifications

• Prior experience in a call‑center or customer service role, preferably in a bilingual environment.
• Knowledge of health insurance or benefits administration.
• Experience with IVR systems, CRM platforms, and data entry tools.
• Strong problem‑solving skills and the ability to remain calm under pressure.
• Commitment to continuous learning and professional growth.

Skills & Competencies

• Communication: Clear, concise, and empathetic verbal and written communication in both languages.
• Technical Proficiency: Comfortable navigating multiple software applications and data entry systems.
• Customer‑Centric Mindset: Passion for helping others and delivering exceptional service.
• Adaptability: Ability to adjust to changing priorities and new procedures.
• Team Collaboration: Works effectively with colleagues, supervisors, and cross‑functional teams.
• Time Management: Efficiently balances high call volume with accuracy and quality.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Bilingual Customer Service Specialist, you’ll have access to:

• Structured career ladders that lead to supervisory, training, or specialized roles.
• Regular performance reviews and personalized development plans.
• Access to internal training modules, certifications, and tuition reimbursement for relevant courses.
• Participation in cross‑departmental projects that broaden your skill set.
• Mentorship programs pairing you with experienced leaders within brighthush.

Work Environment & Company Culture

Our hybrid model blends the flexibility of remote work with the camaraderie of an onsite team. You’ll start with a full day of onsite orientation to receive equipment and training, then transition to a home office setup that supports productivity and well‑being.

• Professional, distraction‑free workspace with a wired high‑speed internet connection (minimum 20 Mbps download, 5 Mbps upload).
• Two large monitors, laptop, keyboard, mouse, and docking station provided.
• Supportive, inclusive culture that values diversity, equity, and inclusion.
• Regular team huddles, virtual coffee breaks, and social events to foster connection.
• Open communication channels with leadership and peers.

Compensation, Perks, and Benefits

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

• Performance‑based bonuses tied to quality and productivity metrics.
• Health, dental, vision, and prescription coverage.
• Life and disability insurance, along with partial HSA funding.
• Auto, home, renter’s, and pet insurance discounts.
• 401(k) retirement savings plan with company matching.
• Paid time off, holidays, and sick leave.
• Short‑ and long‑term disability coverage.
• Employee assistance program (EAP) for holistic wellness support.
• Tuition reimbursement for approved educational pursuits.
• Recognition platform celebrating employee achievements.

How to Apply

Ready to make a difference in the lives of Texas residents? Click the link below to submit your application and join the brighthush family.

Equal Opportunity Employer

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