Customer Service Representative

About the role

eMed is a digital health leader with an Empathetic AI Population Health Platform. We partner with large employers, government organizations, unions, and payers to reduce obesity, improve population health, and lower healthcare costs. Our integrated GLP-1 weight management program combines at-home diagnostics with connected telehealth services.

Responsibilities

• Deliver exceptional customer service through phone, email, chat, and text communications
• Serve as a trusted resource by educating members on eMed's products, services, and programs
• Resolve customer inquiries efficiently while demonstrating empathy and professionalism
• Investigate customer concerns by asking thoughtful questions to identify root causes and provide effective solutions
• Document all customer interactions accurately within CRM and internal systems
• Collapse replacements, escalations, and follow-up activities when necessary
• Maintain a thorough understanding of company products, workflows, and operational procedures
• Collaborate with cross-functional teams to resolve complex customer issues
• Identify opportunities to improve the customer experience and share feedback with leadership
• Consistently meet quality, productivity, and customer satisfaction expectations

Requirements

• High school diploma or equivalent required
• Customer service experience in healthcare, telehealth, technology, or a fast-paced service environment preferred
• Bilingual proficiency in English and Spanish (written and verbal)
• Excellent verbal and written communication skills with the ability to explain complex processes clearly
• Strong problem-solving and critical-thinking abilities
• Comfortable multitasking across multiple applications while assisting customers
• Strong attention to detail and documentation accuracy
• Able to work independently while contributing to a collaborative team environment
• Flexibility to work rotating schedules, weekends, and holidays based on business needs

Qualifications

• High school diploma or equivalent required
• Customer service experience in healthcare, telehealth, technology, or a fast-paced service environment preferred
• Bilingual proficiency in English and Spanish (written and verbal)
• Excellent verbal and written communication skills with the ability to explain complex processes clearly
• Strong problem-solving and critical-thinking abilities
• Comfortable multitasking across multiple applications while assisting customers
• Strong attention to detail and documentation accuracy
• Able to work independently while contributing to a collaborative team environment
• Flexibility to work rotating schedules, weekends, and holidays based on business needs

Skills

• Exceptional customer service skills
• Strong problem-solving and critical-thinking abilities
• Excellent verbal and written communication skills
• Ability to educate on company products and services
• Experience working in a fast-paced, customer-focused environment
• Bilingual proficiency in English and Spanish

Benefits

• Competitive hourly compensation
• Health, dental, and vision coverage
• 401(k) with company match
• Life insurance
• Short-term and long-term disability coverage
• Paid time off and company holidays
• Training and professional development opportunities
• Wellness resources
• Collaborative, mission-driven culture focused on improving healthcare access

Pay

Competitive hourly compensation

Schedule

Rotating, weekend, and hybrid schedules