Seasoned Remote Customer Service Associate – High‑Volume Call Center Specialist for Higher Education & K‑12 Institutions – Temporary Full‑Time Role at brighthush

About brighthush

brighthush is a forward‑thinking, mission‑driven organization that empowers students, educators, and institutions across the United States. Since its inception in the early 1970s, brighthush has evolved from a simple information hub into a comprehensive ecosystem that supports enrollment, research, marketing, student success, and advancement for colleges and universities. Our flagship programs, including a nationwide free college and career planning platform, reach millions of high‑school students and educators, helping them make informed decisions that shape their futures.

At brighthush, we believe that technology and human connection go hand in hand. By leveraging cutting‑edge cloud‑based tools such as Amazon Connect and Connect Assistant, we provide seamless, personalized support that enhances the learning experience for every stakeholder in the higher‑education ecosystem.

Why This Opportunity Stands Out

• Build in‑depth knowledge of Amazon Connect and other cloud‑based support tools.
• Receive paid, hands‑on training and ongoing coaching from experienced team members.
• Contribute to a mission‑driven environment that directly supports student success.
• Develop core skills in communication, problem‑solving, multitasking, and empathy.
• Gain a solid foundation for future roles in tech support, customer experience, or educational services.

A Day in the Life

As a Remote Customer Service Associate, your day will be varied and engaging. You will:

• Handle a high volume of inbound phone calls and chat inquiries, efficiently managing multiple tasks in a fast‑paced environment.
• Resolve customer issues using AWS tools, specifically Amazon Connect and Connect Assistant, following defined call flows and best practices.
• Deliver a positive experience through empathy, patience, and clear communication.
• Accurately document interactions and manage follow‑ups in our CRM system.
• Collaborate with teammates and escalated support specialists as needed.
• Work assigned shifts, including weekends and holidays, to meet operational demand.
• Participate in ongoing training, coaching sessions, and continuous improvement initiatives.
• Support customers via voice and chat, ensuring a seamless, omnichannel experience.

Key Responsibilities

• Answer inbound calls and chat messages from students, faculty, and staff with professionalism and courtesy.
• Diagnose and resolve technical and non‑technical issues related to enrollment, course registration, financial aid, and institutional services.
• Utilize Amazon Connect and Connect Assistant to guide customers through troubleshooting steps.
• Document all interactions in the CRM, ensuring data accuracy and compliance with privacy regulations.
• Escalate complex or unresolved issues to specialized teams while maintaining ownership of the customer’s experience.
• Maintain a high level of product knowledge and stay updated on new features and policy changes.
• Adhere to call center metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Participate in quality assurance reviews and provide constructive feedback to improve service delivery.

Essential Qualifications

• High school diploma or equivalent; college coursework or a bachelor’s degree is a plus.
• Minimum 18 years of age and legal eligibility to work in the United States.
• Proficient in English (C1 level or higher on the CEFR scale).
• Strong written and verbal communication skills, with a focus on empathy and active listening.
• Experience in a call center or customer support environment is preferred but not required.
• Comfortable working from a quiet, distraction‑free environment with a reliable high‑speed internet connection.

Preferred Qualifications

• Experience with Amazon Connect, Connect Assistant, or similar cloud‑based contact center platforms.
• Knowledge of higher‑education processes, such as enrollment, registration, and financial aid.
• Familiarity with CRM systems (e.g., Salesforce, Zendesk, or HubSpot).
• Previous remote work experience and self‑discipline in a virtual setting.
• Multilingual abilities or experience serving diverse student populations.

Skills & Competencies

• Exceptional verbal and written communication.
• Strong problem‑solving and analytical thinking.
• High emotional intelligence and empathy.
• Time‑management and multitasking in a high‑volume environment.
• Adaptability to new technologies and processes.
• Team collaboration and willingness to share best practices.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Remote Customer Service Associate, you will have access to:

• Structured onboarding and continuous learning modules covering Amazon Connect, customer experience best practices, and higher‑education industry knowledge.
• Mentorship from senior support specialists and cross‑functional leaders.
• Opportunities to transition into technical support, product management, or customer success roles.
• Participation in innovation labs and pilot projects that shape the future of educational technology.
• Annual performance reviews with clear pathways for promotion and salary increases.

Work Environment & Culture at brighthush

Our culture is built on collaboration, transparency, and a shared commitment to student success. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual team huddles and cross‑departmental town halls.
• Monthly recognition programs celebrating outstanding service and innovation.
• Access to a digital resource hub with training videos, FAQs, and peer‑to‑peer forums.
• Flexible scheduling options to accommodate diverse lifestyles and time zones.
• A supportive environment that values work‑life balance and mental well‑being.

Compensation, Perks & Benefits

While specific figures may vary based on location and experience, brighthush offers a competitive hourly rate for this temporary full‑time role. In addition, you’ll enjoy:

• Paid training and professional development courses.
• Health and wellness resources, including virtual fitness classes and mental health support.
• Employee discount programs for educational tools and services.
• Access to a digital library of industry reports and research.
• Opportunities to earn performance bonuses and referral incentives.

How to Apply

If you are passionate about making a tangible impact on student journeys and thrive in a fast‑paced, technology‑driven environment, we encourage you to apply today. Join brighthush and become part of a mission‑driven team that is reshaping the future of higher education.

Ready to take the next step? Click the link below to submit your application and start your journey with brighthush.