Seasoned Customer Service Representative II – Client Engagement & Case Management Specialist – Canandaigua, NY – Join brighthush

About brighthush and the Opportunity

brighthush is a leading provider of public‑sector solutions, dedicated to delivering high‑quality, client‑centric services that empower communities across the United States. Our mission is to streamline access to essential programs, ensuring that every individual receives the support they need with dignity, respect, and efficiency. Located in the heart of Canandaigua, NY, our modern office at 3050 County Complex Drive serves as a hub for collaboration, innovation, and service excellence.

We are currently seeking a Customer Service Representative II to join our dynamic team. This full‑time, onsite role offers a stable Monday‑to‑Friday schedule (8:00 AM – 4:30 PM) and a comprehensive benefits package that prioritizes your health, wellness, and long‑term financial security. If you thrive in a fast‑paced environment, enjoy problem‑solving, and are passionate about making a tangible difference in people’s lives, brighthush invites you to apply.

Key Responsibilities

• Client Interaction & Support: Serve as the primary point of contact for customer inquiries received via telephone, interactive voice response (IVR), web portals, and outreach initiatives. Provide clear, accurate, and empathetic guidance on program information and services.
• Case Management & Escalation: Manage and support escalated enrollment cases, following established resolution procedures. Apply program policies and guidelines to determine appropriate actions or referrals for complex or sensitive concerns.
• Documentation & Data Integrity: Accurately record all customer interactions, case activity, outreach efforts, and actions taken in the relevant systems. Ensure data is complete, up‑to‑date, and compliant with privacy regulations.
• System Navigation & Analysis: Utilize multiple systems, tools, and data sources to retrieve, review, compare, analyze, and verify customer or program information. Identify discrepancies and recommend corrective actions.
• Outbound Outreach: Conduct proactive outreach to customers to obtain corrections, clarifications, or required documentation that supports case resolution or enrollment verification.
• Documentation Review: Examine customer‑submitted documentation (e.g., income statements, eligibility materials) against application data to verify accuracy and compliance with program rules.
• Program Education: Apply in‑depth program knowledge to educate customers on offerings, eligibility requirements, enrollment options, and available services.
• Lifecycle Support: Guide customers through multiple phases of the application or service lifecycle, from enrollment to receipt of benefits or services.
• Trend Identification: Identify issues, trends, or barriers impacting customer engagement or service delivery. Report findings to management or project staff to drive continuous improvement.
• Collaboration: Work closely with internal teams, client escalation groups, and external partners to resolve customer issues and achieve project objectives.
• Confidentiality & Security: Maintain strict confidentiality and security of customer, provider, and program information at all times.
• Performance Standards: Meet or exceed established productivity, quality assurance, and performance metrics.
• Professional Development: Attend required meetings, trainings, and stay current on programs, systems, policies, procedures, and compliance requirements.
• Additional Duties: Perform other related responsibilities as assigned by management.

Essential Qualifications

• High school diploma or GED required.
• Minimum of 6 months of relevant professional experience in a customer‑service or case‑management capacity.
• Demonstrated ability to handle complex, sensitive customer inquiries with professionalism and empathy.
• Strong written and verbal communication skills, with the ability to explain program details clearly to diverse audiences.
• Proficiency in navigating multiple computer systems, databases, and web portals.
• Excellent organizational skills and meticulous attention to detail.
• Ability to work independently and as part of a collaborative team in a fast‑paced environment.
• Commitment to maintaining confidentiality and adhering to data‑privacy regulations.
• Valid driver’s license and reliable transportation (for occasional off‑site meetings).

Preferred Qualifications

• Experience in a public‑sector or social‑services environment.
• Knowledge of Medicaid, SNAP, or other government assistance programs.
• Proficiency in a second language (Spanish, French, or another widely spoken language).
• Advanced training in conflict resolution, mediation, or customer‑experience design.
• Familiarity with case‑management software such as Salesforce, Zendesk, or similar platforms.
• Experience with data analysis tools (Excel, Power BI, Tableau).

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to improve client outcomes.
• Problem‑Solving: Ability to analyze complex situations, identify root causes, and develop effective solutions.
• Communication: Clear, concise, and persuasive communication across multiple channels.
• Adaptability: Comfortable navigating changing priorities and evolving program requirements.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive team culture.
• Time Management: Efficiently manage workload, prioritize tasks, and meet deadlines.
• Technology Proficiency: Comfortable learning new software and tools quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Representative II, you will have access to:

• Structured onboarding and continuous training programs that cover program knowledge, compliance, and technology tools.
• Mentorship from senior case managers and subject‑matter experts.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the organization.
• Clear career pathways to roles such as Senior Customer Service Representative, Team Lead, or Program Analyst.
• Opportunities to earn certifications in customer service, case management, or data analytics.

Work Environment & Company Culture

brighthush fosters a culture of respect, inclusion, and continuous improvement. Our office in Canandaigua is designed to promote collaboration, creativity, and well‑being. You’ll find:

• Open, transparent communication channels with leadership.
• Regular team‑building activities and community outreach events.
• A commitment to work‑life balance, with flexible scheduling options for eligible roles.
• A supportive environment that values diversity, equity, and inclusion.
• Access to wellness resources, including on‑site fitness facilities and mental‑health support.

Compensation, Perks, and Benefits

While the base salary for this position ranges from $18.00 to $20.50 per hour, your total compensation package will include:

• Comprehensive health, dental, and vision insurance plans.
• Life and disability insurance coverage.
• 401(k) retirement savings plan with company matching.
• Paid holidays, vacation, and sick leave.
• Professional development budget and tuition reimbursement.
• Employee assistance program and wellness stipend.
• Regular performance bonuses and incentive programs.

Why brighthush?

Choosing brighthush means joining a forward‑thinking organization that values its employees and the communities we serve. You’ll be part of a mission‑driven team that:

• Delivers tangible impact by connecting people to vital services.
• Encourages innovation and embraces new technologies to improve service delivery.
• Recognizes and rewards hard work through transparent performance metrics and growth opportunities.
• Supports a healthy work environment where your voice is heard and your contributions matter.

Ready to Make a Difference?

If you are a dedicated, customer‑focused professional ready to take the next step in your career, we encourage you to apply today. Join brighthush and help us transform the way people access the services they need.

To submit your application, please click the link below or visit our careers portal. We look forward to learning how your skills and passion align with our mission.