Senior Customer Service Representative
Senior Customer Service Representative
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Job Description
Be the Difference in Healthcare Customer Support
Burd Home Health is a trailblazer in selfdirected home healthcare empowering families since 2017. Founded with compassion and innovation they ve enrolled thousands in lifechanging programs across multiple states. With a familycentric culture cuttingedge technology and a mission to transform lives Burd Home Health sets the gold standard for modern healthcare careers.
What You ll Do: Job Description
Be part of our client s team as a Senior Customer Service Representative where you ll provide exceptional support resolve inquiries and ensure customer satisfaction. You ll engage across multiple communication channels collaborate with teams and contribute to enhancing healthcare services while achieving performance goals in a dynamic rewarding environment.
Your Career Snapshot
Shift: 8 AM5 PM EST (US Holidays)
Work Setup: Onsite in Bogot
Make an Impact: Your Key Responsibilities
- Provide exceptional customer support by addressing inquiries and resolving issues.
- Serve as the primary point of contact for customers handling interactions across phone email and chat professionally and efficiently.
- Diagnose and resolve customer issues escalating complex cases to appropriate departments when needed.
- Maintain a comprehensive knowledge of the company s products and services to deliver accurate information and assistance.
- Document customer interactions and issues accurately in the CRM system for future reference and analysis.
- Gather and relay customer feedback to relevant teams to improve products and services.
- Collaborate with team members and departments to ensure smooth resolutions and seamless support.
- Meet or exceed performance targets including response times resolution times and customer satisfaction scores.
Requirements
What You Bring to the Table
- Strong verbal and written communication skills.
- Excellent problemsolving and criticalthinking abilities.
- Proficiency with customer support software CRM systems and relevant tools (e.g. Zendesk Salesforce).
- Strong organizational skills with keen attention to detail.
- Ability to handle highpressure situations with patience and professionalism.
- Knowledge of the CDPAP (Consumer Directed Personal Assistance Program) or willingness to learn its processes.
- 35 years of customer service experience ideally in the medical or healthcare industry (more experience is preferred).
- High school diploma or equivalent; a bachelor s degree is preferred.
- Fluency in English (C2 level).
Benefits
Perks That Work for You
- 5 days work week
- Weekends off
- 20 vacation days in total
- Prepaid medicine
- Fullycustomized Emapta laptop and peripherals
- Indefinite term type contract
- Direct exposure to our clients
- Career growth opportunities
- Diverse and supportive work environment
- Prime Office Locations Bogot and Medellin
- Free upskilling through Emapta Academy courses (Want to know more Visit )
Your Future Team at Emapta Latam
Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010 Emapta has pioneered personalized outsourcing solutions empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our stateoftheart facilities competitive compensation and a supportive work environment that fosters professional growth. With over 720 clients worldwide and a team of nearly 7400 talented professionals Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia where your skills are valued and your career ambitions are supported.
#EmaptaExperience
What You Bring to the Table Strong verbal and written communication skills. Excellent problem-solving and critical-thinking abilities. Proficiency with customer support software, CRM systems, and relevant tools (e.g., Zendesk, Salesforce). Strong organizational skills with keen attention to detail. Ability to handle high-pressure situations with patience and professionalism. Knowledge of the CDPAP (Consumer Directed Personal Assistance Program) or willingness to learn its processes. 3-5 years of customer service experience, ideally in the medical or healthcare industry (more experience is preferred). High school diploma or equivalent; a bachelor s degree is preferred. Fluency in English (C2 level).
Employment Type
Full Time
