Remote Bilingual Customer Service Specialist – Multilingual Support & Translation Services (El Paso, TX)

About brighthush

brighthush is a leading provider of modern, technology‑driven services that help governments and public‑sector organizations deliver better outcomes and richer citizen experiences. With a history that dates back to the mid‑1970s, brighthush has grown into a global organization that empowers communities through innovative solutions, data analytics, and dedicated customer support. Our mission is to bridge the gap between public services and the people they serve, ensuring every interaction is seamless, accurate, and culturally sensitive.

As a remote‑first company, brighthush embraces flexibility, diversity, and inclusion. We believe that the best ideas come from people who feel empowered to bring their whole selves to work. Whether you’re a seasoned professional or just starting your career, we offer a supportive environment where you can grow, learn, and make a real impact.

Why Join brighthush?

• Impactful Work: Every call, chat, or email you handle directly supports individuals and families navigating complex programs. Your role helps people access the services they need, improving lives across the country.
• Remote Flexibility: Work from the comfort of your home office while staying connected to a vibrant team of experts. We provide all the equipment you need and a brief onsite orientation for equipment setup.
• Competitive Compensation: We offer a comprehensive benefits package that includes health, life, and disability insurance, a retirement savings plan, paid holidays, and paid time off.
• Growth & Development: Continuous learning is at the core of our culture. You’ll receive regular training, access to professional development resources, and clear pathways for career advancement.
• Diversity & Inclusion: brighthush is proud to be an equal‑opportunity employer. We celebrate diverse perspectives and are committed to creating an inclusive workplace for all employees.

Key Responsibilities

As a Remote Bilingual Customer Service Specialist, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and culturally appropriate support. Your day‑to‑day tasks will include:

• Answering inbound customer inquiries via telephone, Interactive Voice Response (IVR), web chat, and other approved channels while maintaining high performance standards.
• Providing clear, accurate information about programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers.
• Documenting every interaction—questions, complaints, comments, actions taken, and transactions—in our customer relationship management (CRM) system.
• Completing associated tasks and transactions according to established guidelines to ensure accuracy and completeness.
• Navigating multiple computer systems simultaneously while interacting with customers and performing data entry with precision.
• Facilitating the fulfillment of customer requests for materials via mail, email, or electronic delivery, ensuring timely and accurate delivery.
• Transferring or referring customers to appropriate internal or external entities in accordance with established guidelines.
• Resolving routine issues and ensuring appropriate actions or updates are completed.
• Escalating unresolved, complex, or sensitive issues to designated staff or departments for further investigation or resolution.
• Providing translation or interpretation services for non‑English speaking customers, following established procedures.
• Communicating with supervisors regarding potential needs, concerns, or issues impacting service delivery.
• Meeting Quality Assurance (QA), productivity, and other key performance metrics.
• Attending required meetings and trainings to stay current on all programs, systems, policies, and procedures.
• Performing other related duties as assigned by management.

Essential Qualifications

• High school diploma or GED required; equivalent combination of education and experience accepted.
• 0–6 months of relevant professional experience, or equivalent experience.
• Fluency in English and Spanish (both written and spoken).
• Strong typing skills and basic computer aptitude in Windows and/or Mac.
• Ability to handle 100+ calls per day and manage multiple repetitive calls efficiently.
• High sense of urgency and ability to perform under pressure.
• Excellent organizational and prioritization skills.
• Commitment to confidentiality, privacy, and compliance with all policies and procedures.

Preferred Qualifications

• Prior experience in a customer service or call center environment.
• Experience providing translation or interpretation services.
• Knowledge of public‑sector programs or benefits administration.
• Experience with CRM systems and data entry tools.
• Strong problem‑solving skills and a proactive approach to customer satisfaction.
• Experience working remotely and managing time effectively.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication in both English and Spanish.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Customer‑Centric Mindset: Passion for helping people and a genuine desire to resolve their concerns.
• Adaptability: Ability to adjust to changing priorities, new systems, and evolving policies.
• Team Collaboration: Willingness to collaborate with colleagues, supervisors, and cross‑functional teams.
• Attention to Detail: Meticulous record‑keeping and data accuracy.
• Time Management: Efficiently manage workload while meeting performance metrics.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous training programs that cover program knowledge, customer service best practices, and technical tools.
• Mentorship from experienced team members and leaders.
• Opportunities to transition into specialized roles such as Program Specialist, Quality Assurance Analyst, or Training Coordinator.
• Leadership development programs for high‑potential employees.
• Cross‑functional projects that expose you to different aspects of our operations.
• Regular performance reviews that help you set and achieve career goals.

Work Environment & Company Culture

brighthush fosters a culture of respect, collaboration, and continuous improvement. Even though we operate remotely, we maintain strong connections through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Digital collaboration tools that enable real‑time communication and project management.
• Inclusive policies that support work‑life balance, such as flexible scheduling and remote work options.
• Recognition programs that celebrate achievements, milestones, and contributions.
• Community outreach initiatives that allow employees to give back and engage with local communities.

Compensation & Benefits

While specific salary ranges are not disclosed in this posting, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market rates.
• Short‑term and long‑term incentive programs tied to performance.
• Program‑specific awards and recognition.
• Health, dental, and vision insurance plans.
• Life and disability insurance coverage.
• 401(k) retirement savings plan with company match.
• Paid holidays, paid time off (PTO), and sick leave.
• Equipment stipend and provision of necessary hardware for remote work.
• Access to professional development resources and tuition reimbursement.
• Potential eligibility for H1B sponsorship for qualified international candidates.

How to Apply

Ready to make a difference and grow your career with brighthush? Submit your application through the link below. We look forward to learning how your skills and passion align with our mission to improve public service delivery.