Job Description Be the Difference in Healthcare Customer Support Burd Home Health is a trailblazer in self-directed home healthcare, empowering families since 2017.
Founded with compassion and innovation, they've enrolled thousands in life-changing programs across multiple states.
With a family-centric culture, cutting-edge 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 Employment Type: Indefinite Term Contract Shift: 8 AM-5 PM EST (US Holidays) Work Setup: Onsite in Bogotá 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 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).
Benefits Perks That Work for You 5 days work week Weekends off 20 vacation days in total Prepaid medicine Fully-customized Emapta laptop and peripherals Indefinite term type contract Direct exposure to our clients Career growth opportunities Diverse and supportive work environment Prime Office Locations - Bogotá and Medellin Free upskilling through Emapta Academy courses (Want to know more?
Visit https://bit.ly/EmaptaTrainingCalendar ) 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 state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth.
With over 720 clients worldwide and a team of nearly 7,400 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 Requirements 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).