Remote Inbound Customer Service Representative – Veteran Support Services & Government Benefits Assistance

About brighthush

At brighthush we believe that every conversation can be a catalyst for change. As a nationally recognized leader in business process outsourcing and a certified Service‑Disabled Veteran‑Owned Small Business (SDVOSB), we partner with government agencies to deliver critical security, health, human services, and state benefit programs to the people who need them most. Our mission‑driven culture is built on reliability, respect, and a genuine desire to make a positive impact on veterans, military families, and the broader community.

Why This Role Matters

Our Inbound Customer Service Representatives are the first point of contact for individuals seeking essential services. Each call is an opportunity to provide clarity, calm, and concrete solutions that can transform a caller’s day. By joining brighthush, you become part of a purpose‑filled team that values empathy, professionalism, and the power of remote collaboration.

Key Responsibilities

• Answer inbound calls with a friendly, solution‑focused demeanor, ensuring every caller feels heard and supported.
• Provide basic technical troubleshooting for web portals and applications, creating support tickets when escalation is required.
• Schedule appointments at designated service locations, confirming details and sending follow‑up communications.
• Document every interaction meticulously, capturing inquiries, concerns, actions taken, and resolutions in our CRM system.
• Conduct post‑call follow‑up to verify issue resolution and keep customers informed of next steps.
• Maintain a high level of service quality by adhering to established scripts, policies, and performance metrics.
• Collaborate with remote teammates via Microsoft Teams, sharing insights and best practices to continuously improve the customer experience.
• Participate in ongoing training sessions, role‑plays, and quality assurance reviews to sharpen communication and problem‑solving skills.

Essential Qualifications

• High school diploma or GED required; additional post‑secondary education is a plus.
• Proven experience in a remote, call‑center environment, preferably handling inbound customer service inquiries.
• Exceptional verbal communication skills with the ability to quickly build rapport and convey information clearly.
• Demonstrated ability to troubleshoot basic technical issues independently.
• Self‑motivation and comfort working autonomously while staying connected to a distributed team.
• Strong attention to detail; ability to read, follow, and execute detailed instructions accurately.
• Willingness and ability to complete an extensive credentialing, background check, and pre‑employment drug screening process.
• Proficiency with web navigation, Microsoft Teams, Outlook, Word, and other standard office applications.
• Fluency in English – both spoken and written – is mandatory.

Preferred Qualifications & Skills

• Bilingual proficiency in English and Spanish, enabling you to serve a broader demographic of callers.
• Experience with government benefit programs, veteran services, or related public‑sector initiatives.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and CRM platforms.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining accuracy.
• Strong empathy and a genuine desire to help individuals navigate complex systems.

Technical & Work‑From‑Home Requirements

• Reliable high‑speed internet connection (wired Ethernet preferred; Wi‑Fi not acceptable for performance consistency).
• Private, distraction‑free workspace that meets ergonomic standards.
• Desktop or laptop computer capable of running Microsoft Teams, Outlook, Word, and web‑based applications without lag.
• Headset with noise‑cancelling microphone to ensure clear communication.

Schedule & Availability

We operate a flexible, business‑aligned schedule that supports both operational needs and work‑life balance:

• Shift window: 8:00 AM – 8:00 PM EST, Monday through Friday.
• Full‑time, 8‑hour workday within the chosen window.
• Consistent attendance and reliability are essential for team cohesion and service continuity.

Compensation, Perks & Benefits

While exact salary ranges will be discussed during the interview process, brighthush offers a competitive compensation package that reflects your experience and the value you bring to the team. In addition to base pay, you can expect:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options, including 401(k) with company match.
• Paid time off (PTO) and paid holidays to recharge and spend time with loved ones.
• Professional development stipend for courses, certifications, or conferences.
• Performance‑based bonuses and recognition programs.
• Remote‑work allowance to help offset home‑office setup costs.
• Employee assistance program (EAP) for mental health and wellness support.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and our commitment to internal mobility. As you master the inbound role, you may progress to:

• Team Lead or Supervisor – overseeing a group of agents, coaching performance, and driving quality initiatives.
• Quality Assurance Analyst – focusing on call monitoring, feedback, and continuous improvement.
• Specialized Support Analyst – handling higher‑complexity technical issues or specific program inquiries.
• Operations Manager – leading larger operational units, shaping policy, and influencing strategic direction.

Our robust training curriculum, mentorship programs, and cross‑functional project opportunities ensure you acquire the skills needed for each next step.

Culture & Work Environment at brighthush

We have cultivated a remote‑first culture that feels as supportive and collaborative as a physical office:

• Team‑first mindset: Regular virtual huddles, coffee chats, and peer‑recognition channels keep us connected.
• Mission‑driven purpose: Every interaction directly supports veterans, military families, and citizens accessing vital services.
• Inclusivity & Diversity: We celebrate varied backgrounds, perspectives, and languages – bilingual talent is especially valued.
• Transparent communication: Leadership shares company updates, performance metrics, and strategic goals openly.
• Work‑life harmony: Flexible scheduling, mental‑health days, and a results‑oriented approach empower you to thrive personally and professionally.

Application Process

If you are ready to make a tangible difference, enjoy a supportive remote community, and grow your career with purpose, we invite you to apply today. The selection process includes a brief phone interview, a skills assessment, and the required background and drug screenings.

Take the Next Step

Join brighthush and become part of a team that values reliability, respect, and real impact. Your voice will be heard, your contributions will be celebrated, and your career will have a clear, purpose‑filled path forward.