Seasoned Bilingual Customer Service Representative – Remote FEMA Support Specialist – English & Spanish – High Impact Role in Emergency Response & Disaster Relief – Join brighthush

About brighthush and the Opportunity

brighthush is a trailblazing public‑service technology partner that redefines how communities receive help during crises. By marrying cutting‑edge software with a deep‑rooted commitment to empathy, we empower citizens, first responders, and federal agencies to act swiftly and decisively when disaster strikes. Our mission is simple: deliver reliable, compassionate, and efficient support that turns uncertainty into certainty.

We are expanding our remote Contact Center team and are looking for a Seasoned Bilingual Customer Service Representative to join our mission‑driven workforce. If you thrive in fast‑paced environments, possess a genuine empathy for people in distress, and are fluent in both English and Spanish, we want to hear from you.

Why This Role Matters

Every call you handle could be the difference between a community’s quick recovery and prolonged hardship. By providing accurate information, emotional support, and clear guidance, you become a frontline hero in the eyes of those affected by natural disasters, emergencies, and other crises. Your work directly supports FEMA’s commitment to safeguarding lives, property, and livelihoods across the nation.

Impact in Numbers

In the past year, brighthush’s FEMA‑aligned contact center answered over 120,000 calls, resolving 95% of inquiries on the first contact. Your role will help sustain and grow this impact, ensuring that every citizen receives timely assistance when it matters most.

Key Responsibilities

• Inbound Call Management: Receive high‑volume calls from residents, emergency responders, and stakeholders seeking assistance or information about local and state emergencies.
• Outbound Verification: Conduct outbound calls to confirm the authenticity of documents and information received from callers.
• Scripted Communication: Deliver pre‑written, federally approved responses verbatim to ensure consistency, compliance, and clarity.
• Data Entry & Documentation: Accurately record call details, document interactions, and update customer records using our secure web portal and database systems.
• Escalation Protocols: Identify and forward complex or sensitive issues to supervisors or specialized teams, following FEMA’s escalation guidelines.
• Quality Assurance: Participate in regular quality reviews, provide feedback, and continuously improve call handling techniques.
• Compliance & Security: Adhere to federal background check requirements, data privacy regulations, and internal security protocols.
• Team Collaboration: Work closely with cross‑functional teams—including technical support, compliance, and training—to refine processes and improve customer experience.
• Performance Metrics: Track and analyze key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• High School Diploma or GED equivalent.
• Minimum of six (6) months of proven customer service experience, preferably in a call center environment.
• U.S. citizenship with residency in the United States for at least three (3) of the past five (5) years.
• Clearable federal background check (Public Trust) and the ability to pass a comprehensive federal security clearance.
• Fluent in both English and Spanish, with the ability to read, write, and speak each language professionally.
• Strong interpersonal skills, empathy, and the capacity to handle sensitive topics with discretion.
• Proficiency with standard office technology: computer, telephone, email, and web browsers.
• Reliable, high‑speed internet connection (minimum 25 Mbps via Ethernet) and a dedicated, quiet workspace.

Preferred Qualifications

• Prior experience supporting federal agencies or emergency response operations.
• Background in crisis communication or public safety.
• Advanced technical skills, including familiarity with CRM platforms and data entry tools.
• Experience with call center metrics, quality assurance, and performance dashboards.
• Additional language fluency (e.g., Portuguese, French, or Mandarin) is a plus.

Core Skills & Competencies

• Communication Excellence: Ability to convey complex information clearly and calmly.
• Problem‑Solving: Quick assessment of caller needs and effective resolution strategies.
• Adaptability: Thrive in dynamic, high‑pressure situations while maintaining composure.
• Attention to Detail: Accurate data capture and adherence to scripted responses.
• Team Collaboration: Work seamlessly with supervisors, subject‑matter experts, and cross‑functional teams.
• Customer‑Centric Mindset: Prioritize caller satisfaction and safety at every interaction.

Career Growth & Learning Opportunities

At brighthush, we believe that every employee’s growth fuels our collective success. As a Bilingual Customer Service Representative, you will:

• Gain exposure to federal emergency protocols and disaster response strategies.
• Participate in ongoing training modules covering advanced communication, crisis management, and compliance.
• Earn certifications in customer service excellence, data privacy, and emergency response.
• Progress into specialized roles such as Senior CSR, Team Lead, or Program Coordinator within the emergency services division.
• Access mentorship programs that pair you with experienced leaders in public safety and customer experience.
• Attend quarterly workshops on emerging technologies, policy updates, and best practices in crisis communication.
• Benefit from a structured career ladder that rewards performance, initiative, and continuous learning.

Work Environment & Company Culture

Our remote work model empowers you to balance professional excellence with personal well‑being. You’ll enjoy:

• Flexible scheduling that accommodates different time zones and personal commitments.
• A supportive, inclusive culture that values diversity, equity, and belonging.
• Regular virtual team gatherings, wellness initiatives, and community outreach projects.
• Transparent communication from leadership, ensuring you’re always informed about company direction and opportunities.
• A culture of recognition where exceptional performance is celebrated through awards, shout‑outs, and tangible rewards.
• Access to a digital collaboration hub that fosters knowledge sharing and peer support.

Compensation, Perks, and Benefits

While specific salary ranges are determined by experience and role level, brighthush offers a competitive package that includes:

• Competitive base salary aligned with industry standards for remote customer service roles.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development budget for courses, certifications, and conferences.
• Technology stipend to support your home office setup.
• Employee assistance programs and mental health resources.
• Access to a wellness portal featuring meditation, fitness, and nutrition tools.
• Annual company‑wide virtual retreat to foster community and celebrate achievements.

How to Apply

Ready to make a tangible difference while advancing your career in a dynamic, mission‑driven environment? Click the link below to submit your application and join the brighthush team.

Apply to this role at brighthush

Join Us – Be the Voice of Hope

Every call you answer is a lifeline. At brighthush, you’ll be part of a dedicated team that transforms uncertainty into clarity, fear into action, and crisis into recovery. If you are passionate about serving the public, fluent in English and Spanish, and ready to embrace the challenges of emergency response, we invite you to apply today. Together, we can build safer, more resilient communities across the nation.