Remote Inbound Customer Service Representative – Veteran Support Specialist – Full‑Time, Home‑Based Role at brighthush

Why This Opportunity Stands Out

At brighthush, we believe that meaningful work can happen from anywhere. Our mission is to provide compassionate, accurate, and timely assistance to the men and women who have served our nation. As a Remote Inbound Call Center Representative, you will be the first point of contact for Veterans, their families, and healthcare providers seeking critical information and support. Every conversation is a chance to make a tangible difference in the lives of those who have sacrificed for our country.

About brighthush

brighthush is a leading provider of veteran‑focused customer service solutions, partnering with government agencies and nonprofit organizations to ensure that Veterans receive the benefits, guidance, and care they deserve. Our culture is built on respect, teamwork, and continuous learning. We invest in our people with robust training, state‑of‑the‑art technology, and a supportive remote work environment that encourages growth and work‑life balance.

What You’ll Love About Working With brighthush

• Purpose‑Driven Impact: Directly support Veterans across the United States, helping them navigate complex benefit programs and healthcare services.
• Fully Remote Flexibility: Work from a comfortable home office with all equipment—including a computer, headset, and secure VPN—provided by brighthush.
• Paid Training & Ongoing Coaching: Receive comprehensive onboarding and continuous skill‑building sessions to keep you at the top of your game.
• Stable Full‑Time Schedule: Enjoy a predictable shift structure with set start and end times, plus the option for overtime when needed.
• Competitive Compensation: Base wage of $16.26 per hour plus a $4.93 health & welfare benefit, totaling $21.19 per hour for a standard 40‑hour week (rates may vary based on your local Service Contract Act wage determination).
• Comprehensive Benefits Package: Medical, dental, and vision coverage; paid time off, paid sick leave, and 11 paid holidays; 401(k) with employer match; tuition assistance; and employee support programs.
• Career Advancement: Clear pathways to senior support roles, team lead positions, and specialized veteran‑services tracks.
• Inclusive Culture: brighthush is an equal‑opportunity employer that celebrates diversity and fosters an environment where every voice is heard.

Compensation & Benefits Overview

Our total rewards philosophy is designed to recognize the value you bring to brighthush and to support your personal and professional well‑being.

• Hourly Rate: $16.26 base + $4.93 health & welfare benefit (subject to local SCA wage determinations).
• Health & Welfare: Medical, dental, vision, and prescription coverage with options for dependents.
• Retirement Savings: 401(k) plan with company matching contributions.
• Paid Time Off: Generous PTO accrual, paid sick days, and 11 paid holidays each year.
• Professional Development: Tuition reimbursement, certification subsidies, and access to internal learning platforms.
• Employee Assistance: Confidential counseling, wellness programs, and peer support networks.

Key Responsibilities – What Your Day Will Look Like

Primary Duties

• Answer inbound calls from Veterans, caregivers, and healthcare providers with a courteous, empathetic, and solution‑focused demeanor.
• Provide accurate information about benefit programs, healthcare services, and support resources, ensuring callers receive clear guidance.
• Research multiple internal databases and external resources in real time to resolve inquiries efficiently.
• Document each interaction meticulously in our CRM and case‑management systems, capturing details, outcomes, and follow‑up actions.
• Maintain compliance with privacy regulations, including VA security protocols and the Service Contract Act requirements.
• Meet or exceed quality metrics such as average handle time, first‑call resolution, and customer satisfaction scores.
• Collaborate with teammates, supervisors, and subject‑matter experts to share best practices and continuously improve service delivery.

A Typical Day in the Life

Start Your Shift Log in to the secure brighthush portal, run system checks, and review any updates or alerts from the previous shift. Connect briefly with your virtual team during the daily huddle to share priorities and celebrate successes.

Engage with Callers When the phone rings, you’ll greet each caller with a warm, professional tone. You’ll ask targeted questions to understand their needs, then navigate our suite of tools to locate the right information—whether it’s eligibility criteria for a benefit, steps to schedule a medical appointment, or guidance on filing a claim.

Problem‑Solve on the Fly Complex calls may require you to pull data from several systems, verify identity, and coordinate with other departments. Your ability to stay calm, think critically, and communicate clearly will turn challenging situations into positive outcomes.

Document & Follow‑Up After each interaction, you’ll log call details, note any required follow‑up, and, when appropriate, schedule callbacks or referrals. Accurate documentation ensures continuity of care and supports our quality‑assurance processes.

Continuous Learning Throughout the day, you’ll have access to micro‑learning modules, live coaching sessions, and peer‑to‑peer knowledge sharing. This ongoing development helps you stay current on policy changes, new benefit programs, and emerging best practices.

Wrap‑Up & Shift Close Before ending your shift, you’ll review any pending items, ensure all calls in the queue are resolved, and log out securely. If you’re on closing coverage, you may stay a short while longer to guarantee no caller is left unattended.

Who You Are – The Ideal Candidate

• Passionate Helper: You genuinely enjoy assisting people and find fulfillment in making a difference for Veterans.
• Clear Communicator: You articulate information clearly, listen actively, and adapt your tone to each caller’s needs.
• Fast‑Paced Performer: You thrive in a dynamic environment, handling multiple calls and tasks without sacrificing accuracy.
• Detail‑Oriented: You maintain meticulous records and follow procedures to ensure compliance and quality.
• Self‑Motivated Remote Worker: You are disciplined, organized, and able to stay productive in a home‑office setting.
• Team Player: You collaborate effectively with peers and supervisors, sharing insights and supporting collective goals.
• Growth‑Focused: You seek opportunities to expand your skill set, pursue certifications, and advance within brighthush.

Required Qualifications

• U.S. citizenship (no sponsorship available).
• Two forms of valid identification, one of which must be a REAL ID‑compliant driver’s license or U.S. passport.
• Ability to obtain and maintain a VA government background investigation.
• Exceptional customer service and verbal communication skills.
• Strong analytical and problem‑solving abilities.
• Proven ability to work independently while also contributing to a virtual team.
• Willingness to stay on duty until the call queue is cleared during closing coverage, which may involve occasional overtime.

Preferred Qualifications

• At least 1 year of experience in a call‑center environment.
• Background in customer service, preferably within healthcare, insurance, or government services.
• Familiarity with Veteran benefit programs or related support services.
• Demonstrated ability to handle a high volume of inbound calls while maintaining quality standards.

Essential Skills & Competencies

• Active Listening: Capture caller concerns accurately and respond with empathy.
• Technical Proficiency: Navigate multiple software platforms simultaneously, including CRM, knowledge bases, and secure VA portals.
• Time Management: Prioritize tasks, manage call flow, and meet performance targets.
• Problem Resolution: Identify root causes quickly and provide clear, actionable solutions.
• Regulatory Awareness: Understand and adhere to privacy, security, and compliance standards governing Veteran data.
• Adaptability: Adjust to evolving policies, new tools, and shifting call volumes with ease.

Work Environment & Tools

This is a 100% remote position. brighthush will supply a secure laptop, headset, and any necessary software licenses. You will work from a dedicated home office space that meets our privacy and ergonomics standards. Regular virtual meetings, team huddles, and performance reviews keep you connected to the broader brighthush community.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the support you receive. We offer:

• Structured Career Paths: Move from Representative to Senior Representative, Team Lead, Quality Analyst, or Training Specialist.
• Certification Programs: Access to certifications in customer service excellence, VA benefits administration, and conflict resolution.
• Mentorship: Pairing with experienced mentors who guide you through skill development and career planning.
• Cross‑Functional Exposure: Opportunities to collaborate with policy teams, technology groups, and veteran outreach initiatives.
• Continuous Education: Tuition assistance for degree programs or professional courses related to health services, public administration, or communications.

Compensation Details (Re‑Emphasized)

Base hourly wage: $16.26 Health & Welfare Benefit (up to 40 hrs/week): $4.93 Combined effective rate for a standard week: $21.19 per hour (subject to local SCA wage determination based on your residence).

How to Apply

If you are ready to bring your compassion, communication skills, and dedication to a role that truly matters, we invite you to submit your application today. Click the link below to begin the straightforward, secure application process.

Apply Now – Join brighthush and Make a Difference from Home

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Fraud Prevention Notice

brighthush will never ask you to send money, purchase equipment, or provide payment information during the hiring process. Any request for such actions is fraudulent. If you encounter suspicious communications, please report them immediately to our HR team at [email protected].

Join brighthush – Serve Those Who Served

Every call you answer is a chance to ease a burden, clarify a benefit, or simply let a Veteran know they are heard. With brighthush, you’ll build a rewarding career while making a lasting impact on the lives of those who have protected our freedoms. Take the next step toward a purpose‑driven future—apply today.