Remote Customer Service Associate – Temporary – High‑Volume Call Center Support for Higher Education & K‑12 Institutions at brighthush

About brighthush

brighthush is a forward‑thinking, mission‑driven organization dedicated to empowering students, educators, and institutions across the United States. With a rich history that dates back to the early 1970s, brighthush has evolved from a simple information hub into a comprehensive ecosystem that supports enrollment, research, marketing, student success, and advancement for colleges and universities. Our flagship programs, including a nationwide free college and career planning platform, reach millions of high‑school students and educators, helping them make informed decisions that shape their futures.

At brighthush, we believe that technology and human connection go hand in hand. By leveraging cutting‑edge cloud‑based tools such as Amazon Connect and Connect Assistant, we provide seamless, personalized support that enhances the learning experience for every stakeholder in the higher‑education ecosystem.

Role Overview

We are looking for a dedicated Remote Customer Service Associate to join our dynamic, fast‑paced call center team. In this temporary, full‑time role, you will serve students, faculty, and staff from higher‑education and K‑12 institutions across the country. Your primary focus will be to resolve inquiries, troubleshoot issues, and deliver a consistently positive experience using industry‑leading technology.

Why This Opportunity Stands Out

• Build in‑depth knowledge of Amazon Connect and other cloud‑based support tools.
• Receive paid, hands‑on training and ongoing coaching from experienced team members.
• Contribute to a mission‑driven environment that directly supports student success.
• Develop core skills in communication, problem‑solving, multitasking, and empathy.
• Gain a solid foundation for future roles in tech support, customer experience, or educational services.

A Day in the Life

As a Remote Customer Service Associate, your day will be varied and engaging. You will:

• Handle a high volume of inbound phone calls and chat inquiries, efficiently managing multiple tasks in a fast‑paced environment.
• Resolve customer issues using AWS tools, specifically Amazon Connect and Connect Assistant, following defined call flows and best practices.
• Deliver a positive experience through empathy, patience, and clear communication.
• Accurately document interactions and manage follow‑ups in our CRM system.
• Collaborate with teammates and escalated support specialists as needed.
• Work assigned shifts, including weekends and holidays, to meet operational demand.
• Participate in ongoing training, coaching sessions, and continuous improvement initiatives.
• Support customers via voice and chat, ensuring a seamless, omnichannel experience.

Key Responsibilities

• Answer inbound calls and chat messages from students, faculty, and staff with professionalism and courtesy.
• Diagnose and resolve technical and non‑technical issues related to enrollment, course registration, financial aid, and institutional services.
• Utilize Amazon Connect and Connect Assistant to guide customers through troubleshooting steps.
• Document all interactions in the CRM, ensuring data accuracy and compliance with privacy regulations.
• Escalate complex or unresolved issues to specialized teams while maintaining ownership of the customer’s experience.
• Maintain a high level of product knowledge and stay updated on new features and policy changes.
• Adhere to call center metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Participate in quality assurance reviews and provide constructive feedback to improve service delivery.

Essential Qualifications

• High school diploma or equivalent; college coursework or a bachelor’s degree is a plus.
• Minimum 18 years of age and legal eligibility to work in the United States.
• Proficient in English (C1 level or higher on the CEFR scale).
• Strong written and verbal communication skills, with a focus on empathy and active listening.
• Experience in a call center or customer support environment is preferred but not required.
• Comfortable working from a quiet Apply for this job