Seasoned Customer Service Representative – Remote, Rochester, NY – Multilingual Client Support & Process Optimization Specialist

About brighthush and the Opportunity

brighthush is a leading provider of innovative, technology‑driven solutions that empower public and private sector organizations to deliver exceptional service to their constituents. With a mission to transform how people interact with government and community programs, brighthush combines data analytics, AI, and human expertise to create seamless, user‑centric experiences. We are expanding our customer‑centric team in Rochester, NY, and we’re looking for a dedicated, empathetic, and proactive Customer Service Representative to join us in a fully remote capacity.

As a Customer Service Representative at brighthush, you will be the first point of contact for a diverse range of consumers, including the general public, prospective enrollees, and individuals acting on behalf of others. Your role will be pivotal in ensuring that every interaction is handled with professionalism, accuracy, and a commitment to confidentiality. Whether you’re answering a call, responding to an email, or facilitating a translation request, you’ll help bridge the gap between our clients and the services they need.

Why Join brighthush?

At brighthush, we believe that great service starts with great people. We offer a collaborative, inclusive, and forward‑thinking environment where your ideas are valued and your growth is supported. By joining our team, you’ll:

• Work with cutting‑edge technology that streamlines service delivery.
• Engage with a diverse client base that spans multiple languages and cultures.
• Contribute to projects that have a real, measurable impact on communities.
• Benefit from a flexible, fully remote work model that supports work‑life balance.
• Receive ongoing training and mentorship from industry experts.

Key Responsibilities

In this role, you will be responsible for a wide array of tasks that ensure our clients receive timely, accurate, and compassionate support. Your day-to-day activities will include:

• Answering and Managing Inbound Calls: Handle incoming calls from consumers, prospective enrollees, and representatives acting on behalf of others, adhering to all performance standards, policies, and protocols.
• Multi‑Channel Communication: Respond effectively to all forms of inbound and outbound contacts, including email, chat, and social media inquiries.
• Documentation & Tracking: Accurately record all inquiries and interactions in the applicable customer relationship management (CRM) systems, ensuring data integrity and compliance with privacy regulations.
• Referral & Escalation: Transfer or refer consumers to the appropriate internal or external entities based on established guidelines, and promptly elevate complex issues to designated staff for resolution.
• Fulfillment of Requests: Facilitate the delivery of requested materials via mail, email, or digital download, ensuring timely and secure transmission.
• Translation Services: Coordinate and provide translation services for non‑English speaking callers, following established procedures and quality standards.
• Continuous Learning: Attend scheduled meetings, trainings, and professional development sessions to stay current on program updates, system enhancements, and policy changes.
• Quality Assurance: Participate in quality monitoring initiatives, providing feedback and suggestions for process improvement.

Essential Qualifications

To thrive in this role, you should meet the following baseline requirements:

• High school diploma or GED.
• Minimum of 6 months of relevant professional experience in a customer service or call center environment.
• Strong verbal and written communication skills in English.
• Proficiency with computer systems, including CRM platforms, email, and basic troubleshooting.
• Demonstrated ability to handle confidential information with discretion.
• Excellent problem‑solving skills and a proactive approach to resolving customer inquiries.
• Adaptability to work in a fast‑paced, evolving environment.

Preferred Qualifications

While not mandatory, the following qualifications will give you a competitive edge:

• Experience working in a remote or virtual call center setting.
• Multilingual abilities, particularly in Spanish, French, or other widely spoken languages.
• Knowledge of government or public‑sector programs and services.
• Familiarity with data privacy regulations such as HIPAA or FERPA.
• Certification in customer service excellence or related fields.
• Previous experience with translation coordination or language services.

Core Skills & Competencies

Success at brighthush requires a blend of technical and interpersonal skills. Key competencies include:

• Customer‑Centric Mindset: A genuine desire to help others and a commitment to delivering outstanding service.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Attention to Detail: Meticulous record‑keeping and adherence to compliance standards.
• Technical Aptitude: Comfortable navigating multiple software applications and troubleshooting basic technical issues.
• Time Management: Ability to prioritize tasks and manage a high volume of inquiries efficiently.
• Collaboration: Willingness to work cross‑functionally with teams such as operations, training, and quality assurance.
• Continuous Improvement: Openness to feedback and a proactive approach to process optimization.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibility and impact. As a Customer Service Representative, you will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular skill‑building workshops covering advanced customer engagement, data analytics, and emerging technologies.
• Clear career pathways into supervisory, training, or program‑management roles.
• Cross‑departmental projects that expose you to new facets of our operations.
• Annual performance reviews that align your goals with organizational objectives.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to service excellence. Even though you’ll be working remotely, you’ll feel connected to a vibrant community through:

• Weekly virtual town halls and team check‑ins.
• Interactive digital collaboration tools that foster real‑time communication.
• Recognition programs that celebrate individual and team achievements.
• Inclusive policies that support diversity, equity, and belonging.
• Flexible scheduling options that respect personal commitments.

Compensation, Perks & Benefits

While the base salary for this position is set at $20.00 per hour, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• Life and disability coverage.
• 401(k) retirement savings plan with company match.
• Paid holidays, sick leave, and paid time off.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Annual performance bonuses and incentive programs.
• Access to a digital library of courses and certifications.

Our compensation philosophy is transparent and competitive, taking into account market rates, experience, and performance. We are committed to ensuring that every employee feels valued and fairly rewarded for their contributions.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a dynamic environment, and want to make a tangible difference, we encourage you to apply today. Click the link below to submit your application and join the brighthush family.