Experienced Bilingual Spanish Customer Service Representative – Remote, Full‑Time, High‑Impact Role in Social Services & Public Assistance – Join brighthush

About brighthush and the Social Services Landscape

brighthush is a trailblazer in workforce solutions, weaving technology, data analytics, and a human touch to empower communities across the United States. Our core mission is simple yet profound: connect people with the essential services they need—whether that’s health care, nutrition assistance, or financial support—through seamless, compassionate, and efficient service delivery. In an era where social safety nets are more critical than ever, brighthush plays a pivotal role in ensuring that vulnerable populations receive timely, accurate, and empathetic assistance.

As the United States expands its social safety net programs, the demand for skilled, bilingual customer service professionals has never been higher. The Virginia Medicaid, SNAP (Supplemental Nutrition Assistance Program), and TANF (Temporary Assistance for Needy Families) programs serve millions of residents, helping them access health care, food security, and financial aid. brighthush partners with state agencies to streamline these processes, and we are looking for dedicated, empathetic individuals to join our remote team.

Role Overview

In this fully remote, full‑time position, you will serve as the first point of contact for Virginia residents seeking assistance with Medicaid, SNAP, and TANF. Your role will involve answering inbound and outbound calls, guiding applicants through complex eligibility criteria, and ensuring a seamless experience from start to finish. You will work closely with cross‑functional teams, leveraging multiple systems to verify income, identity, and other eligibility documents.

Key Responsibilities

• Customer Engagement: Respond to inbound and outbound contacts with professionalism, empathy, and clarity, ensuring every caller feels heard and supported.
• Eligibility Assessment: Guide applicants through the Medicaid, SNAP, and TANF application processes, providing accurate information about eligibility criteria and program benefits.
• Document Processing: Review and process workflow documents—including income verification, identity checks, and other supporting materials—to determine eligibility status.
• Policy Application: Stay current on state program guidelines, policies, and procedures, integrating new knowledge into daily interactions and resource materials.
• Data Management: Accurately document all interactions, update application status, and maintain confidentiality across multiple systems.
• Escalation Management: Identify and resolve complex concerns, escalating issues to appropriate supervisors or specialists when necessary.
• Continuous Improvement: Participate in ongoing training, share insights, and contribute to process enhancements that improve service quality and efficiency.

Essential Qualifications

• High school diploma or GED required; equivalent combination of education and experience accepted.
• Minimum of 1 year of professional experience in a customer service or call center environment.
• Fluency in English and Spanish (both written and spoken).
• Strong computer skills, including proficiency with call center software, Microsoft Office, and CRM tools.
• Ability to work independently in a remote setting, maintaining focus and productivity in a quiet, professional environment.
• Excellent verbal and written communication skills, with a high level of empathy for individuals in vulnerable situations.
• Strong organizational skills and attention to detail, ensuring accurate documentation and adherence to confidentiality protocols.

Preferred Qualifications

• Experience in a high‑volume call center environment.
• Familiarity with Medicaid, SNAP, TANF, or other government health and welfare programs.
• Experience navigating multiple systems simultaneously and efficiently.
• Previous remote work experience, demonstrating self‑discipline and time‑management skills.
• Knowledge of data privacy regulations and best practices for handling sensitive information.

Skills & Competencies

• Customer‑centric mindset: Always put the caller’s needs first.
• Problem‑solving: Quickly identify issues and provide clear, actionable solutions.
• Adaptability: Thrive in a fast‑paced, detail‑oriented environment.
• Team collaboration: Work effectively with cross‑functional teams, even when working remotely.
• Technical proficiency: Comfortable with multiple software platforms and quick to learn new tools.
• Empathy & cultural sensitivity: Understand and respect diverse backgrounds and experiences.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Representative, you will have access to a wealth of professional development resources, including:

• Comprehensive onboarding and continuous training programs, featuring live, instructor‑led sessions and interactive modules.
• Mentorship opportunities with senior team members and subject‑matter experts.
• Access to industry conferences, workshops, and webinars that keep you at the forefront of social services and customer experience best practices.
• Clear career pathways: From Customer Service Representative to Team Lead, Program Analyst, or Operations Manager, we support your growth with structured progression plans.
• Tuition reimbursement for relevant courses and certifications, ensuring you can pursue your professional goals while contributing to our mission.

Work Environment & Company Culture

Working remotely from the comfort of your home, you will enjoy a flexible schedule that supports work‑life balance. Our culture is built on:

• Collaboration: Regular virtual team huddles, knowledge‑sharing sessions, and open communication channels.
• Inclusivity: A diverse workforce that celebrates different perspectives and experiences.
• Recognition: A formal recognition platform that highlights outstanding contributions and achievements.
• Wellness: Access to physical, emotional, and financial wellness resources through our Employee Assistance Program (EAP) and wellness initiatives.
• Transparent leadership: Regular updates from senior leaders, fostering a sense of belonging and shared purpose.

Compensation, Perks, and Benefits

While this role is temporary, brighthush offers a competitive compensation package that reflects the value of your expertise and dedication. In addition to a base hourly rate, you will receive:

• Comprehensive health insurance coverage, including medical, dental, vision, and prescription plans.
• Life insurance and disability coverage.
• 401(k) retirement savings plan with company matching.
• Paid time off (PTO), holidays, and sick leave.
• Employee discounts on auto, home, renter’s, and pet insurance.
• Access to a range of wellness programs and resources tailored to your needs.
• Tuition reimbursement for ongoing education and professional development.
• Recognition and awards for outstanding performance.

How to Apply

Ready to make a tangible difference in the lives of thousands of Virginia residents? Join brighthush and become part of a mission‑driven team that values empathy, innovation, and continuous growth. Click the link below to submit your application and start your journey with us today.