About brighthush and the CDC INFO Mission
At brighthush, we are proud to partner with the Centers for Disease Control and Prevention (CDC) to power the CDC INFO national contact center. This critical hub serves the public, healthcare providers, and public health professionals by delivering accurate, up‑to‑date, and science‑based information on more than 750 health and COVID‑related topics. As a remote Customer Service Representative II, you will be at the frontline of this mission, ensuring that every call, email, and chat is handled with empathy, clarity, and the highest level of expertise.
Why Join brighthush?
Working with brighthush means becoming part of a forward‑thinking organization that values innovation, collaboration, and continuous learning. We empower our team members to grow professionally while making a tangible impact on public health. Whether you’re a seasoned customer service professional or a recent graduate eager to launch your career, brighthush offers:
- Competitive compensation and comprehensive benefits
- Flexible remote work environment with a supportive team culture
- Ongoing training and development programs that keep you at the forefront of health communication
- Opportunities to advance into senior support roles, quality assurance, or program management
- A chance to contribute to a national public health initiative that touches millions of lives
Key Responsibilities
As a Customer Service Representative II, you will be responsible for:
- Handling inbound and outbound calls, emails, and chat inquiries related to CDC INFO’s health topics.
- Providing accurate, evidence‑based answers while adhering to CDC’s communication standards.
- Documenting interactions in the CRM system with precision and compliance.
- Escalating complex or unresolved issues to the appropriate specialist teams.
- Maintaining a high level of customer satisfaction and meeting or exceeding performance metrics.
- Participating in continuous improvement initiatives to enhance service quality.
- Collaborating with cross‑functional teams, including training, quality assurance, and technical support.
- Adhering to data privacy and security protocols, especially when handling sensitive health information.
Essential Qualifications
To thrive in this role, you should meet the following criteria:
- Minimum of 6 months of customer service experience, preferably in a call center or health‑related environment.
- Strong verbal and written communication skills in English; additional languages are a plus.
- Proficiency with computer systems, CRM platforms, and Microsoft Office Suite.
- Ability to work independently in a remote setting, managing time effectively and meeting daily targets.
- Excellent problem‑solving skills and a calm, patient demeanor when handling challenging inquiries.
- Commitment to maintaining confidentiality and adhering to HIPAA and other privacy regulations.
- Availability to work the required training schedule (Monday‑Friday, 8:00 AM‑4:30 PM EST) and the production schedule (Monday‑Friday, 10:00 AM‑6:30 PM EST) after training.
- Own a reliable computer and high‑speed internet connection for the first 5‑10 days of training; equipment will be provided by brighthush upon completion of training.
Preferred Qualifications
While not mandatory, the following experience and skills will set you apart:
- Experience in public health, medical, or scientific customer support.
- Familiarity with CDC guidelines, COVID‑19 protocols, or other health‑related public information.
- Previous remote work experience with a proven track record of meeting performance metrics.
- Knowledge of data privacy laws and best practices for handling sensitive information.
- Strong analytical skills and the ability to interpret and convey complex health data to a general audience.
- Multilingual proficiency, especially in Spanish, Mandarin, or other high‑demand languages.
Skills & Competencies
Success in this role requires a blend of technical and interpersonal skills:
- Communication Excellence: Clear, concise, and compassionate communication across multiple channels.
- Technical Proficiency: Comfortable navigating CRM systems, knowledge bases, and troubleshooting basic tech issues.
- Time Management: Ability to prioritize tasks, manage call queues, and meet daily performance goals.
- Adaptability: Quick to learn new protocols, policies, and health information updates.
- Team Collaboration: Willingness to share insights, support peers, and contribute to a positive remote work culture.
- Customer‑Centric Mindset: Focused on delivering exceptional service and building trust with callers.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative II, you can expect:
- Structured mentorship programs with senior representatives and program leads.
- Access to specialized training modules on emerging health topics and CDC updates.
- Opportunities to transition into senior support roles, quality assurance, or program management.
- Participation in cross‑functional projects that broaden your skill set and visibility.
- Annual performance reviews that align your career goals with organizational needs.
Work Environment & Company Culture
brighthush fosters a culture of inclusivity, innovation, and impact. Even though you’ll be working remotely, you’ll feel connected through:
- Regular virtual team huddles and knowledge‑sharing sessions.
- Open communication channels with leadership and peers.
- Recognition programs that celebrate outstanding performance and teamwork.
- Flexible work arrangements that respect work‑life balance.
- Commitment to diversity, equity, and inclusion across all levels of the organization.
Compensation, Perks, and Benefits
While specific figures may vary based on location and experience, brighthush offers:
- Competitive base salary with performance‑based incentives.
- Health, dental, and vision insurance plans.
- Retirement savings options with employer matching.
- Paid time off, holidays, and sick leave.
- Professional development budget for courses, certifications, and conferences.
- Access to wellness programs, mental health resources, and employee assistance programs.
- Technology stipend for remote work setup and ongoing equipment upgrades.
How to Apply
If you’re ready to join a mission‑driven team that makes a real difference in public health, we encourage you to apply today. Bring your passion for customer service, your commitment to accuracy, and your desire to help people navigate complex health information.
Click the link below to submit your application and take the first step toward a rewarding career with brighthush and the CDC INFO program.
Apply for this job