Seasoned Remote Customer Service Representative II – Health & Public Information Support at brighthush
About brighthush
brighthush is a leading public‑health partner dedicated to delivering accurate, science‑based information to the public, healthcare providers, and public health professionals. As the national contact center for brighthush, we handle over 750 health and COVID‑related topics, ensuring that every inquiry is answered with clarity, empathy, and up‑to‑date knowledge. Our mission is to empower communities with reliable health information, and we rely on a team of skilled customer service professionals to make that possible.
Working remotely for brighthush means you can serve people across the country from the comfort of your own home, while enjoying the flexibility, autonomy, and collaborative culture that define our organization. We are committed to fostering an inclusive environment where every voice is heard, every idea is valued, and every team member can grow both personally and professionally.
Key Responsibilities
As a Customer Service Representative II, you will be the frontline of brighthush’s national contact center. Your day‑to‑day tasks will include:
- Multi‑Channel Support: Respond to routine inquiries via phone, email, chat, and written correspondence, ensuring a consistent and high‑quality experience across all channels.
- Script Flexibility: Handle calls that are largely routine but may require deviation from standard scripts to address unique customer needs.
- CRM & Data Management: Use our computerized systems to track, gather information, and troubleshoot issues, documenting every interaction accurately.
- Process Feedback: Provide actionable insights on call trends, process gaps, and training needs to continuously improve service quality.
- Resource Referral: Direct customers to published materials or senior staff when appropriate, ensuring they receive the most relevant information.
- Vaccination Coordination: Assist with scheduling vaccines and sending kits to the public, clinicians, and government officials, adhering to brighthush standards.
- Policy Adherence: Stay current on brighthush policies and procedures to deliver accurate, compliant responses.
- Performance Metrics: Meet or exceed quality and performance metrics, including call handling time, customer satisfaction scores, and first‑contact resolution rates.
- Issue Escalation: Identify and appropriately elevate complex or sensitive issues to the relevant teams.
- Continuous Improvement: Suggest process improvements that enhance efficiency and customer experience.
- Professional Development: Participate in regular meetings, training sessions, and knowledge‑sharing activities to stay updated on the latest health information and service practices.
Essential Qualifications
To Apply for this job