Experienced Remote Customer Service Agent – Inbound Support & Technical Troubleshooting for Government Services

About brighthush

brighthush is a forward‑thinking business process outsourcing firm that partners with federal, state, and local agencies to deliver high‑quality customer support across a spectrum of public services. Since our founding in 2015, we have grown to a dedicated team of 51‑200 professionals who thrive on solving complex problems, fostering inclusive environments, and driving measurable impact for the communities we serve. Our mission is simple: empower citizens to access the benefits and resources they need with confidence, clarity, and compassion.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a dynamic ecosystem that values innovation, collaboration, and personal growth. As a fully remote organization, we give you the flexibility to work from anywhere in the United States while still enjoying the camaraderie of a supportive team. Our culture is built on transparency, continuous learning, and a shared commitment to excellence. Whether you’re a seasoned customer service professional or a recent graduate eager to launch your career, brighthush offers the resources, mentorship, and opportunities to help you thrive.

Key Responsibilities

As a Remote Customer Service Agent, you will be the frontline advocate for citizens seeking assistance with government‑based security, health, human services, and state benefits. Your day‑to‑day tasks will include:

• Inbound Call Management: Answer and triage calls with empathy, professionalism, and a solution‑focused mindset.
• Technical Troubleshooting: Resolve basic technical issues related to online portals, account access, and service applications.
• Appointment Coordination: Schedule appointments at designated service locations, ensuring accurate timing and resource availability.
• Documentation & Ticketing: Log all interactions in our CRM, create support tickets when escalation is required, and maintain meticulous records for audit compliance.
• Follow‑Up Outreach: Conduct post‑interaction calls or emails to confirm issue resolution and gather feedback.
• Quality Assurance: Adhere to established scripts, guidelines, and performance metrics while continuously seeking ways to improve the customer experience.
• Team Collaboration: Participate in daily huddles, knowledge‑sharing sessions, and cross‑functional projects to enhance service delivery.

Essential Qualifications

• High school diploma or GED (or equivalent).
• Minimum of 1 year of remote, call‑center experience, preferably in a government or public‑sector context.
• Fluent in English, with excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Teams, Outlook, Word) and comfortable navigating web portals.
• Strong problem‑solving abilities and the capacity to troubleshoot basic technical issues independently.
• Self‑motivated, disciplined, and capable of working autonomously with minimal supervision.
• Exceptional listening skills and the ability to build rapport quickly with diverse callers.
• Ability to read, understand, and follow detailed instructions accurately.

Preferred Qualifications

• Prior experience in a government benefits or public‑services environment.
• Bilingual proficiency (English/Spanish) or other languages that enhance service accessibility.
• Experience with ticketing systems such as Zendesk, ServiceNow, or similar platforms.
• Knowledge of state benefit programs, health insurance portals, or security clearance processes.
• Certification in customer service excellence or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and a commitment to delivering exceptional service.
• Technical Aptitude: Quick learning curve for new software, troubleshooting tools, and data entry systems.
• Time Management: Ability to juggle multiple tasks, prioritize effectively, and meet strict deadlines.
• Adaptability: Thrive in a fast‑changing environment, embracing new processes and technologies.
• Collaboration: Work seamlessly with cross‑functional teams, sharing insights and best practices.
• Attention to Detail: Maintain accuracy in documentation, ticketing, and compliance reporting.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Remote Customer Service Agent, you will have access to:

• Structured onboarding and continuous training modules covering product knowledge, compliance, and soft skills.
• Mentorship programs pairing you with senior agents and managers for guidance and career advice.
• Internal certification pathways that can lead to roles such as Team Lead, Process Analyst, or Technical Support Specialist.
• Cross‑departmental projects that expose you to new facets of public‑sector service delivery.
• Annual performance reviews with clear metrics for advancement and salary progression.

Work Environment & Culture

brighthush’s remote model empowers you to create a work environment that suits your lifestyle while staying connected to a vibrant community. Highlights include:

• Fully virtual collaboration tools—Microsoft Teams, Slack, and Zoom—ensuring seamless communication.
• Regular virtual town halls, team‑building events, and wellness initiatives.
• A culture of recognition, where achievements are celebrated through shout‑outs, awards, and spot bonuses.
• Commitment to diversity, equity, and inclusion—our workforce reflects the communities we serve.
• Flexible scheduling options to accommodate personal commitments and peak call‑volume periods.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Competitive base salary with performance‑based incentives.
• Comprehensive health coverage—medical, dental, and vision plans.
• Life insurance and disability protection.
• Paid time off (PTO) and paid holidays.
• 401(k) retirement plan with company match.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee assistance programs and wellness resources.

How to Apply

Ready to make a difference from the comfort of your own home? Submit your application through our career portal or click the link below to explore this opportunity further. We look forward to welcoming you to the brighthush family and working together to empower citizens across the nation.