Seasoned Remote Customer Service Representative II – Health & Public Service Support Specialist – Join brighthush’s National Contact Center

Welcome to brighthush: Where Public Health Meets Compassionate Service

brighthush is a trailblazer in public health communication, dedicated to delivering accurate, evidence‑based information to communities across the nation. Our flagship national contact center, brighthush INFO, serves as the trusted bridge between the public, healthcare providers, and public health professionals. From answering urgent questions to coordinating vaccine appointments and distributing testing kits, our team ensures that reliable guidance is always within reach.

As a Remote Customer Service Representative II, you will be the frontline voice of brighthush INFO, delivering exceptional service from the comfort of your own home. If you thrive in a fast‑paced, mission‑driven environment and want to make a tangible difference in people’s lives, this is the position for you.

Key Responsibilities

• Multi‑Channel Customer Engagement: Provide outstanding support across telephone, email, web chat, SMS, and written correspondence, handling both routine and complex inquiries with professionalism and empathy.
• Script & Protocol Adherence: Follow established scripts and quality assurance standards while exercising discretion to adapt when unique customer needs arise.
• CRM Mastery: Utilize the brighthush CRM and complementary digital tools to track, document, and troubleshoot inquiries, appointments, and kit distributions.
• Appointment & Kit Coordination: Schedule vaccine appointments and coordinate the dispatch of testing kits for the general public, clinicians, and government officials.
• Science‑Based Communication: Offer clear, concise, and evidence‑based responses to health‑related questions, referencing the latest policies, procedures, and published materials.
• Issue Escalation: Identify complex or unresolved issues and route them to the appropriate specialist teams, ensuring timely resolution and customer satisfaction.
• Continuous Improvement: Contribute feedback on call trends, process gaps, and training needs to help refine our service delivery.
• Professional Development: Participate in scheduled training sessions, performance reviews, and team meetings to stay current on program updates and best practices.
• Attendance & Flexibility: Maintain 100% attendance during the training period and demonstrate flexibility in working hours, including occasional holidays or weekends as required.

Essential Qualifications

• High school diploma or equivalent.
• Minimum of six (6) months of customer service or call center experience.
• Proficient in English, both spoken and written, with strong listening and comprehension skills.
• Experience with PC, MS Word, Outlook, and basic CRM systems.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining accuracy and attention to detail.
• Strong interpersonal and leadership skills, capable of working independently and as part of a collaborative team.
• Successful completion of the Customer Service assessment.
• Compliance with all brighthush policies, including confidentiality, privacy, and non‑disclosure agreements.
• Ability to work from home in a private, secure environment that meets the technical requirements outlined below.

Preferred Qualifications

• Experience in a health‑related or public service environment.
• Familiarity with phone systems, headsets, and remote call center technology.
• Previous exposure to vaccine appointment scheduling or kit distribution processes.
• Knowledge of public health guidelines and terminology.
• Experience with remote work policies and self‑management of a home office setup.

Skills & Competencies

• Communication: Clear, concise, and empathetic verbal and written communication tailored to diverse audiences.
• Problem Solving: Ability to analyze situations, identify root causes, and implement effective solutions quickly.
• Technical Proficiency: Comfortable navigating multiple software platforms, including CRM, email, and chat systems.
• Adaptability: Thrives in a fast‑paced environment, adjusting to changing scripts, policies, and customer needs.
• Quality Focus: Commitment to meeting or exceeding key performance metrics and quality assurance standards.
• Team Collaboration: Works well with colleagues across departments to resolve issues and share best practices.
• Time Management: Efficiently prioritizes tasks and meets deadlines in a remote setting.

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 ongoing training modules covering public health updates, customer service excellence, and advanced CRM usage.
• Mentorship programs that pair you with experienced representatives and supervisors.
• Opportunities to transition into specialized roles such as Health Information Specialist, Quality Assurance Analyst, or Program Coordinator.
• Cross‑functional projects that expose you to different facets of brighthush’s operations, from data analytics to policy development.
• Recognition programs that celebrate outstanding performance and innovation.

Work Environment & Company Culture

brighthush values diversity, inclusion, and a culture of continuous improvement. Our remote workforce enjoys:

• Flexible scheduling options that accommodate personal commitments while meeting operational needs.
• A supportive virtual community with regular team check‑ins, knowledge sharing sessions, and social events.
• Clear communication channels and transparent decision‑making processes.
• Commitment to work‑life balance, with paid time off, mental health resources, and wellness initiatives.
• Recognition of individual contributions through performance bonuses and career advancement pathways.

Compensation & Benefits

Competitive hourly rate ranging from $17.75 to $24.16, commensurate with experience and performance. In addition to base pay, you will receive:

• Health, dental, and vision insurance options (subject to eligibility).
• Retirement savings plan with company match.
• Paid time off, including holidays and sick leave.
• Professional development stipend for relevant certifications and training.
• Access to a comprehensive employee assistance program.

Home Office Requirements

• Reliable internet connection with a minimum download speed of 25 Mbps (50 Mbps recommended) and upload speed of 5 Mbps.
• Connection via Category 5 or 6 Ethernet cable to a secure router.
• Personal computer or laptop running Windows 10/11 (preferred) or macOS Big Sur, Catalina, or Monterey.
• Private, quiet workspace with adequate power outlets.
• Smartphone for system login (not used for work purposes).
• Webcam for training and occasional internal meetings.
• Headset with microphone for call handling.

How to Apply

Ready to make a difference in public health while enjoying the flexibility of remote work? Click the link below to submit your application and join the brighthush team.

Apply to this job

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.

Accommodations

We provide reasonable accommodations for individuals with disabilities throughout the hiring process. If you require assistance, please contact our People Operations team at [email protected].

We look forward to welcoming you to brighthush, where your expertise will help keep communities informed, healthy, and resilient.