Seasoned Bilingual Customer Service Agent – Remote Veteran & Military Family Support Specialist Delivering Compassionate Outreach, Transformative Service, and Dedicated Advocacy at brighthush

About brighthush – A Veteran‑Owned Mission‑Driven Organization

brighthush is more than a nonprofit; it is a movement rooted in the values of service, integrity, and hope. Founded by veterans who understand the unique challenges faced by those who have served, brighthush has grown into a nationally recognized catalyst for change. We connect veterans, military families, and community members with essential government programs, health services, and state benefits that transform lives and restore hope. Our remote, collaborative culture empowers every team member to thrive in a flexible environment while contributing to a purpose‑driven mission that truly matters.

Why This Role Matters

As a Bilingual Customer Service Agent, you will be the first line of support for veterans, military families, and community members seeking critical assistance. Every call you handle is an opportunity to bring clarity, calm, and concrete solutions to people navigating complex systems. Your voice can change a day, a month, or a life. If you are passionate about making a tangible difference and thrive in a supportive, remote setting, brighthush offers the platform to do just that.

Key Responsibilities

• Customer Interaction: Serve as the primary point of contact for inbound calls, delivering a positive, solution‑focused experience in both English and Spanish.
• Technical Troubleshooting: Resolve basic technical issues independently, create support tickets, and coordinate with IT when escalation is required.
• Appointment Scheduling: Coordinate appointments at designated service locations, ensuring accurate calendar entries and timely reminders.
• Documentation: Record all customer interactions, inquiries, and resolutions in our CRM with precision and compliance.
• Follow‑Up Calls: Conduct post‑interaction follow‑ups to confirm issue resolution and maintain customer satisfaction.
• Quality Assurance: Adhere to structured processes, maintain high service standards, and contribute to continuous improvement initiatives.
• Team Collaboration: Participate in virtual team meetings, share best practices, and support peers in a remote, high‑trust environment.
• Data Integrity: Ensure all data entered into the system is accurate, up‑to‑date, and compliant with privacy regulations.
• Process Improvement: Identify recurring issues and propose actionable solutions to enhance the overall customer experience.
• Community Outreach: Actively promote brighthush services through outreach events, webinars, and community partnerships, extending our reach to underserved populations.
• Compliance & Confidentiality: Uphold strict confidentiality standards and adhere to all federal, state, and organizational policies regarding sensitive information.

Essential Qualifications

• High school diploma or GED (additional education preferred).
• Minimum of 1 year of remote customer service experience, preferably in a call‑center environment.
• Fluent in English and Spanish, with strong verbal communication skills and the ability to build rapport quickly.
• Basic technical troubleshooting skills and comfort navigating web applications, Microsoft Teams, Outlook, and Word.
• Reliable high‑speed internet connection (ethernet preferred) and a private, distraction‑free workspace.
• Strong organizational skills, meticulous attention to detail, and the ability to follow written instructions precisely.
• Willingness to complete a comprehensive background check and accreditation process.
• Self‑motivated, dependable, and capable of working independently while staying connected to a remote team.
• Demonstrated empathy and a genuine desire to help veterans and military families navigate complex systems.

Preferred Qualifications

• Prior experience supporting veterans, military families, or community outreach programs.
• Knowledge of government benefits, health services, or social support systems.
• Experience with ticketing systems and CRM platforms.
• Additional language skills beyond English and Spanish.
• Certification or training in customer service excellence or technical support.
• Experience in a bilingual call‑center or a role that required simultaneous translation.

Skills & Competencies

• Communication: Clear, empathetic, and concise verbal communication in both languages.
• Problem‑Solving: Analytical mindset to diagnose issues and propose effective solutions.
• Adaptability: Ability to handle changing priorities and unexpected challenges with composure.
• Team Orientation: Collaborative spirit, sharing insights and supporting teammates in a virtual setting.
• Time Management: Efficiently manage call volume while meeting quality and productivity metrics.
• Technology Proficiency: Comfortable with multiple software tools, quick to learn new systems.
• Customer‑Centric Mindset: A genuine passion for helping others and a commitment to delivering exceptional service.
• Data Literacy: Ability to interpret and record data accurately, ensuring compliance with privacy regulations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering professional development. As a Bilingual Customer Service Agent, you will have access to:

• Structured onboarding and ongoing training programs covering product knowledge, customer engagement techniques, and advanced troubleshooting.
• Mentorship from experienced agents and supervisors who provide guidance and career advice.
• Cross‑functional exposure to program management, outreach, and technology teams, opening pathways to roles such as Program Coordinator, Technical Support Specialist, or Team Lead.
• Regular performance reviews with clear metrics and growth plans, ensuring you stay on track toward your career goals.
• Access to online learning platforms, webinars, and certifications that enhance your skill set and marketability.
• Opportunities to lead projects, contribute to strategic initiatives, and shape the future direction of our services.
• Potential for advancement into leadership roles within the customer service department or into broader programmatic positions.

Work Environment & Company Culture

brighthush thrives on a culture of trust, respect, and shared purpose. Our remote model empowers you to work from wherever you feel most productive, whether that’s a home office, a co‑working space, or a quiet corner of a local library. Key cultural pillars include:

• Reliability: We value punctuality, consistency, and accountability.
• Respect: Every voice matters; we celebrate diversity and inclusion.
• Growth: Continuous learning is embedded in our daily operations.
• Team Support: Peer‑to‑peer assistance, virtual coffee breaks, and collaborative problem‑solving keep us connected.
• Purpose: Your work directly supports veterans and military families, giving you a sense of fulfillment beyond the paycheck.
• Flexibility: We understand that life happens, so we offer flexible scheduling and remote work options.
• Recognition: We celebrate achievements through employee recognition programs and team‑building events.
• Wellness: Access to wellness programs, mental health resources, and employee assistance programs supports your overall well‑being.

Compensation, Perks, and Benefits

While specific salary ranges may vary by location and experience, brighthush offers competitive compensation aligned with industry standards. In addition, you will enjoy:

• Competitive base salary with performance‑based incentives.
• Comprehensive health benefits, including medical, dental, vision, and life insurance.
• Paid time off (PTO) and holidays, with flexible scheduling to support work‑life balance.
• 401(k) retirement plan with company match.
• Professional development stipend and access to training resources.
• Employee recognition programs and team‑building events.
• Remote work stipend to cover home‑office equipment and internet costs.
• Access to wellness programs, mental health resources, and employee assistance programs.
• Opportunities to participate in community service projects and volunteer initiatives.

Schedule & Availability

We operate on a flexible, full‑time schedule to accommodate diverse lifestyles:

• Standard hours: 8:00 AM – 8:00 PM EST, Monday through Friday.
• Shift options: 8‑hour blocks within the available window, ensuring coverage across peak times.
• Consistent attendance is essential; we rely on your reliability to maintain service quality.
• Optional weekend or evening shifts for those who prefer or need to work outside the core window.
• Shift flexibility allows you to balance personal commitments while meeting the needs of our clients.

How to Apply

If you are ready to join a mission‑driven team where your voice matters, your skills are valued, and your growth is supported, we invite you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush. Let’s build a career with purpose together.

Apply Now –