Remote Customer Service Representative – Veteran Affairs Medical Disability Examination Support – Brighthush

About Brighthush

Brighthush is a forward‑thinking, technology‑driven organization that empowers individuals and communities through innovative solutions. With a legacy of excellence that dates back to 2001, we have grown into a global leader in next‑generation business technology, AI, and product engineering services. Our mission is simple: to illuminate the path to better outcomes for our clients and the people they serve. By combining cutting‑edge technology with a deep commitment to empathy and service, Brighthush delivers transformative experiences that matter.

As part of our ongoing expansion, we are excited to welcome a dedicated Remote Customer Service Representative to our Veteran Affairs (VA) Medical Disability Examination Support team. This role is pivotal in ensuring that veterans receive timely, accurate, and compassionate assistance throughout their examination journey. If you are passionate about making a tangible difference in the lives of those who have served our country, Brighthush offers you the platform, resources, and culture to thrive.

Key Responsibilities

• Inbound Call Excellence: Receive and respond to inbound calls from veterans and their families with courtesy, professionalism, and empathy, adhering to established guidelines and policies.
• Appointment Coordination: Schedule, reschedule, and confirm C&P (Compensation & Pension) exam appointments, ensuring all required details are captured and communicated clearly.
• Program & Portal Support: Provide comprehensive assistance related to the VA program process, including navigation of the veteran‑facing portal and troubleshooting common issues.
• Outbound Outreach: Conduct outbound calls as needed for follow‑ups, confirmations, and information verification, maintaining a high level of professionalism and accuracy.
• Issue Resolution & Escalation: Investigate, resolve, or appropriately escalate inquiries within required timeframes using the established escalation process.
• CRM Documentation: Accurately document all interactions in the CRM/case management system, including notes, dispositions, and supporting details.
• Compliance & Quality Assurance: Follow Standard Operating Procedures (SOPs), privacy expectations, and quality standards for every interaction.
• Resource Utilization: Use approved resources such as knowledge bases, FAQs, and training materials to research and provide accurate information.
• Continuous Learning: Stay current with process changes, policy updates, and workflow modifications to deliver the best possible service.
• Schedule Adherence: Adhere to assigned work schedules and attendance requirements, including potential weekend and holiday coverage.
• Team Collaboration: Perform additional duties as assigned to support overall Contact Center operations and team goals.

Essential Qualifications

• High school diploma or GED required.
• Minimum of 2–3 years of customer service experience, preferably in a contact center environment.
• Fluent, clear, and professional spoken and written English.
• Strong customer service orientation with proven empathy and de‑escalation skills.
• Ability to multitask across phone and computer systems while maintaining accuracy.
• Excellent verbal communication, typing speed, and thorough documentation abilities.
• High attention to detail and adherence to structured workflows and escalation paths.
• Adaptability to changing priorities, processes, and guidance.
• Openness to coaching, feedback, and continuous improvement.
• Proficiency in Microsoft Office, Teams, and Outlook.
• Basic computer literacy and troubleshooting skills for common technical issues (internet connectivity, browser problems, password resets).
• Competence in internet navigation, including web browsers, search queries, and online form completion.
• Comfortable using email, opening links, and managing attachments.
• Ability to join and participate in virtual meetings using mobile or laptop devices.
• Willingness to learn new online tools, systems, and platforms as required.

Preferred Qualifications

• Associate’s degree or higher, preferably in a contact center or customer service discipline.
• Experience working with veteran‑facing programs or healthcare support environments.
• Knowledge of VA Medical Disability Examination processes and terminology.
• Experience with CRM or case management systems.
• Previous exposure to remote work environments and self‑management of schedules.

Key Skills & Competencies

• Customer‑centric mindset with a passion for service excellence.
• Strong interpersonal and communication skills.
• Problem‑solving aptitude and analytical thinking.
• Time‑management and organizational proficiency.
• Resilience and composure under pressure.
• Team player who collaborates effectively across departments.
• Tech‑savvy with a quick learning curve for new systems.

Career Growth & Learning Opportunities

At Brighthush, we believe that professional growth is a shared journey. As a Remote Customer Service Representative, you will have access to:

• Structured onboarding and continuous training programs focused on customer service best practices, VA processes, and technology tools.
• Mentorship from experienced team leaders and subject‑matter experts.
• Clear career pathways into senior support roles, team leadership, or specialized VA program positions.
• Regular performance reviews with actionable feedback and development plans.
• Opportunities to participate in cross‑functional projects that drive innovation and improve veteran experiences.

Work Environment & Company Culture

Brighthush fosters a culture of inclusion, respect, and empowerment. Our remote work model is designed to support work‑life balance while maintaining high levels of collaboration and engagement. You will enjoy:

• Flexible scheduling options to accommodate personal commitments.
• A supportive virtual community with regular team check‑ins, virtual coffee breaks, and social events.
• Access to cutting‑edge technology and tools that streamline your workflow.
• A transparent communication culture where your voice is heard and valued.
• Commitment to diversity, equity, and inclusion across all levels of the organization.

Compensation, Perks, and Benefits

While specific salary ranges may vary based on experience and location, Brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for remote customer service roles.
• Performance‑based bonuses and incentives.
• Health, dental, and vision insurance (with copay options).
• Life insurance coverage.
• 401(k) retirement plan (no company match).
• Paid sick leave (1 week for eligible states).
• Generous paid time off (PTO) policy.
• Professional development stipend for courses, certifications, and conferences.
• Remote work stipend to support home office setup.
• Employee assistance program (EAP) for mental health and well‑being.

Why Brighthush?

Choosing Brighthush means aligning yourself with a purpose‑driven organization that values every team member’s contribution. You will:

• Make a real difference in the lives of veterans by ensuring they receive timely, accurate, and compassionate support.
• Work in a culture that celebrates innovation, collaboration, and continuous learning.
• Benefit from a flexible, remote work model that respects your personal and professional commitments.
• Grow your career through structured development programs and clear advancement pathways.
• Join a diverse and inclusive community that thrives on mutual respect and shared success.

Ready to Apply?

If you are ready to bring your customer service expertise, empathy, and dedication to a role that truly matters, we encourage you to apply today. Join Brighthush and help us illuminate the path to better outcomes for veterans across the nation.