Seasoned Remote Customer Service Representative – Virtual Support Specialist for Union & Association Benefit Programs

About brighthush and the Opportunity

For more than six decades, brighthush has been a trusted partner for working families across North America and beyond. By collaborating with unions, associations, and member‑based groups, we deliver supplemental benefit programs that help individuals and families navigate the complexities of workplace coverage. Our mission is simple yet powerful: to empower people with clear, reliable information and professional support so they can make confident decisions about their health, financial, and retirement benefits.

As the world moves toward flexible, remote work, brighthush is expanding its reach by offering fully virtual roles that bring our expertise directly into the homes of our members. We’re looking for a dedicated, customer‑centric professional to join our remote team as a Customer Service Representative. In this role, you will be the first point of contact for union and association members seeking guidance on benefit options, ensuring they receive accurate, timely, and compassionate support from the initial inquiry through the completion of their application.

Key Responsibilities

In this role, you will:

• Engage with members: Handle inbound and outbound calls, emails, and chat inquiries from union and association members who need assistance with their benefit programs.
• Schedule and conduct virtual appointments: Use video conferencing tools to walk members through available benefit options, answer questions, and guide them through the next steps.
• Explain programs and eligibility: Provide clear, concise explanations of benefit plans, eligibility criteria, and application requirements, ensuring members fully understand their choices.
• Assist with documentation: Help members complete forms, gather required documentation, and verify that all information is accurate and complete.
• Maintain accurate records: Log all interactions in our digital system, update member files, and ensure that completed applications are reviewed and processed correctly.
• Participate in continuous learning: Attend training sessions, coaching calls, and mentorship programs to stay current on product updates, compliance requirements, and best practices.
• Collaborate with the team: Work closely with fellow representatives, team leads, and leadership to maintain a consistent, high‑quality member experience.
• Drive member satisfaction: Resolve inquiries efficiently, follow up on pending items, and ensure members leave each interaction feeling confident and supported.

Essential Qualifications

We’re looking for individuals who bring the following attributes to the table:

• Excellent communication skills: Clear verbal and written communication, active listening, and the ability to explain complex information in a simple, friendly manner.
• Professional demeanor: Patience, respect, and empathy when dealing with diverse members, especially those who may be navigating stressful or confusing benefit decisions.
• Organizational prowess: Strong attention to detail, time‑management skills, and the ability to juggle multiple tasks while maintaining accuracy.
• Reliability and motivation: A proactive mindset, self‑discipline, and a commitment to continuous improvement.
• Tech‑savvy: Comfortable using computers, online forms, CRM systems, and video‑meeting platforms such as Zoom or Microsoft Teams.
• Independent and collaborative: Ability to work autonomously while also thriving in a team environment that values shared learning and mutual support.
• Legal eligibility: Authorized to work in the United States or Canada.
• Experience: Prior customer service, sales, administrative, or client‑facing roles are a plus but not required; we provide comprehensive training.

Preferred Qualifications

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

• Experience in the benefits, insurance, or financial services industry.
• Familiarity with union or association structures and member engagement strategies.
• Knowledge of compliance and regulatory requirements related to supplemental benefits.
• Previous remote work experience and proven ability to manage a home office environment.
• Multilingual abilities, especially in Spanish or French, to serve a broader member base.

Skills & Competencies for Success

• Customer‑first mindset: A genuine desire to help people and a commitment to delivering exceptional service.
• Problem‑solving: Ability to assess member needs quickly and recommend appropriate solutions.
• Adaptability: Comfortable with evolving processes, new technologies, and changing member demographics.
• Data‑driven approach: Comfortable using metrics and KPIs to track performance and identify improvement opportunities.
• Team player: Willingness to share insights, support peers, and contribute to a positive, collaborative culture.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you’ll have the chance to:

• Progress to a Senior Representative or Team Lead role, overseeing a group of agents and shaping member experience strategies.
• Transition into product specialist or compliance roles, leveraging your deep understanding of benefit programs.
• Explore opportunities in training and development, sharing your expertise with new hires and peers.
• Participate in cross‑functional projects that influence product design, member outreach, and operational efficiency.
• Access ongoing professional development resources, including webinars, certifications, and industry conferences.

Work Environment & Company Culture

• Fully remote: Work from the comfort of your home with flexible scheduling that accommodates your personal life.
• Supportive team: A culture that values collaboration, open communication, and mutual respect.
• Mentorship & coaching: Regular one‑on‑one sessions with experienced leaders to guide your growth.
• Inclusive & diverse: A workplace that celebrates different backgrounds, perspectives, and ideas.
• Community focus: Opportunities to volunteer and support local initiatives through brighthush’s corporate social responsibility programs.

Compensation, Perks & Benefits

• Competitive salary: Market‑aligned pay that reflects your experience and performance.
• Comprehensive benefits package: Health, dental, vision, and life insurance, as well as a 401(k) plan with company match.
• Paid time off & holidays: Generous vacation, sick leave, and paid holidays.
• Professional development stipend: Annual budget for courses, certifications, or conferences.
• Annual incentive trips: Eligible team members can earn trips to destinations such as the Bahamas, Cancun, and Las Vegas.
• Wellness programs: Access to mental health resources, fitness reimbursements, and wellness challenges.
• Technology stipend: Reimbursement for home office equipment and high‑speed internet.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re stepping into a mission that touches the lives of thousands of families. You’ll work in a culture that values your voice, rewards your dedication, and invests in your growth. Whether you’re a seasoned professional or just starting your career, brighthush offers the tools, support, and opportunities to thrive from the comfort of your home.

Ready to make a difference, grow your career, and enjoy the flexibility of remote work? brighthush invites you to apply today and become a vital part of our mission to empower families across North America and beyond.