Seasoned Bilingual Customer Success Specialist – Remote Texas – Championing Health Benefits, Public‑Sector Services, and Career Advancement at brighthush

Welcome to brighthush – Where Public Service Meets Innovation

At brighthush, we’re redefining how state and local governments connect with the people they serve. By marrying cutting‑edge technology with a people‑first philosophy, we empower citizens across Texas to navigate health benefits, social services, and essential programs with confidence and ease. Our fully remote model means you can work from the comfort of your home while staying part of a vibrant, collaborative culture that prizes diversity, inclusion, and continuous learning.

Why brighthush Is the Ideal Place to Accelerate Your Career

Exceptional customer service is the cornerstone of public trust. That’s why we invest heavily in our people, offering a clear career ladder, robust learning pathways, and a culture that celebrates every win. Whether you’re a seasoned professional or a recent graduate, you’ll find the support, resources, and recognition you need to thrive.

• Competitive Compensation – Start at $15.00 per hour, with an automatic $1.00 hourly bump after you complete our paid training program.
• Structured Career Path – Progress from Customer Service Specialist to Senior Specialist, Team Lead, and Manager, with mentorship and leadership development at every step.
• Holistic Wellness – Comprehensive wellness program featuring mental‑health resources, fitness reimbursements, and an Employee Assistance Program (EAP).
• Robust Benefits Package – Medical, dental, vision, prescription, HSA options; life & disability insurance; 401(k) with company match; paid time off, holidays, and sick leave.
• Recognition & Rewards – Quarterly performance bonuses, peer‑recognition programs, and spot awards for outstanding service.
• Work‑Life Balance – Fully remote, flexible schedule that respects personal commitments while meeting service‑hour requirements.

Position Overview

As a Bilingual Customer Success Specialist at brighthush, you will be the frontline advocate for Texas residents seeking health and benefit enrollment support. Your role involves handling inquiries via phone, IVR, web chat, and email, ensuring every interaction is accurate, empathetic, and compliant with privacy regulations. You will help individuals navigate complex benefit programs, resolve issues, and access the resources they need to thrive.

Key Responsibilities

• Respond to and resolve incoming customer inquiries across multiple channels (telephone, IVR, web chat, email).
• Provide clear, accurate information about health benefit programs, enrollment procedures, and eligibility criteria to consumers, prospective enrollees, and their representatives.
• Document all customer interactions, complaints, and actions taken in the designated CRM system, maintaining data integrity and confidentiality.
• Process and complete transactions, such as enrollment requests, benefit updates, and material fulfillment, following established guidelines.
• Navigate multiple computer systems simultaneously while maintaining focus on customer needs and data accuracy.
• Facilitate the delivery of requested materials via mail, email, or secure electronic portals.
• Escalate complex or sensitive issues to appropriate supervisors or specialized teams, ensuring timely resolution.
• Offer translation or interpretation services for non‑English speaking customers, adhering to company protocols.
• Maintain high performance metrics, including Quality Assurance (QA) scores, call handling time, and customer satisfaction ratings.
• Participate in ongoing training, team meetings, and knowledge‑sharing sessions to stay current on program updates and system enhancements.
• Support additional duties as assigned by management to improve service delivery and operational efficiency.

Essential Qualifications

• High school diploma or GED (or equivalent education/experience).
• Fluency in both English and Spanish (written and spoken).
• Availability to work full‑time shifts between 8:00 AM and 6:30 PM CST (7:00 AM – 5:30 PM MST).
• Strong typing skills and basic computer proficiency (Windows and/or Mac).
• Ability to handle 100+ calls per day, manage repetitive tasks, and maintain composure under pressure.
• Excellent organizational and prioritization abilities.
• Reliable, high‑speed wired internet connection (minimum 20 Mbps download, 5 Mbps upload).
• Quiet, professional home office space with two large monitors, laptop, keyboard, mouse, and docking station (equipment provided).
• Willingness to attend on‑site training on Day 1 and participate in live video sessions during training and meetings.
• Pass a bilingual assessment and demonstrate a high sense of urgency and customer‑centric mindset.

Preferred Qualifications

• Prior experience in a call center or customer service environment.
• Knowledge of health benefit programs or public assistance systems.
• Experience with CRM platforms and data entry accuracy.
• Certification in customer service or related field.

Skills & Competencies

• Exceptional verbal and written communication in both English and Spanish.
• Empathy and active listening to understand customer needs.
• Problem‑solving and critical thinking to resolve issues efficiently.
• Adaptability to new technologies, processes, and changing priorities.
• Team collaboration and willingness to share best practices.
• Time management and ability to meet strict deadlines.
• Commitment to confidentiality and compliance with privacy regulations.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As you master the fundamentals of customer service, you’ll have access to:

• Advanced training modules on program updates, data security, and advanced call handling.
• Leadership development programs for high performers aspiring to supervisory roles.
• Cross‑functional projects that expose you to other departments such as technology, compliance, and analytics.
• Tuition reimbursement for relevant certifications or degree programs.
• Mentorship from seasoned professionals who guide your career trajectory.

Work Environment & Culture

Our remote workforce thrives on collaboration, transparency, and mutual respect. You’ll join a team that values:

• Open communication channels – daily stand‑ups, weekly team huddles, and an internal knowledge base.
• Inclusivity – celebrating diverse backgrounds, languages, and perspectives.
• Innovation – continuous improvement initiatives that empower employees to suggest and implement new ideas.
• Recognition – peer‑to‑peer shout‑outs, quarterly awards, and milestone celebrations.

Compensation & Benefits

• Base Pay – $15.00 per hour.
• Training Pay Increase – $1.00 per hour after successful completion of paid training.
• Quarterly Performance Bonuses – Based on individual and team metrics.
• Health & Dental Insurance – Comprehensive plans covering medical, dental, vision, and prescription needs.
• Life & Disability Insurance – Basic life coverage and short‑ and long‑term disability protection.
• 401(k) Retirement Plan – Company match up to 4% of your contributions.
• Paid Time Off – PTO, holidays, and sick leave.
• Wellness Resources – Access to mental health counseling, fitness reimbursements, and wellness challenges.
• Employee Discounts – Savings on travel, technology, and everyday products.
• Professional Development – Tuition reimbursement, conference attendance, and internal training.

Home Office Requirements

• Quiet, professional workspace free from distractions.
• Two large monitors, laptop, keyboard, mouse, and docking station (equipment provided).
• Reliable, wired high‑speed internet connection (minimum 20 Mbps download, 5 Mbps upload).
• Compliance with data security protocols and confidentiality agreements.

How to Apply

If you are passionate about helping people navigate health benefits, thrive in a fast‑paced remote environment, and are fluent in both English and Spanish, we want to hear from you. Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

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Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic.