Customer Service Representative (Bilingual - English/Spanish)

Miami Headquarters

About eMed

eMed is a digital health leader built on its Empathetic AI™ Population Health Platform, partnering 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 to deliver scalable, outcomes-driven care.

Role Overview

We are seeking a Bilingual Customer Service Representative (English/Spanish) to join our growing Customer Experience team. This role is at the heart of delivering exceptional service to our members by providing timely, empathetic, and solutions-oriented support across multiple communication channels.

As one of the first points of contact for our customers, you will help guide individuals through their healthcare journey, resolve inquiries, and ensure every interaction reflects eMed's commitment to innovation, compassion, and outstanding service. This position supports our 24/7 operation and includes rotating, weekend, and hybrid schedules.

What You'll Do

• 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
• Coordinate 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

What We're Looking For

• 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
• Ability to work independently while contributing to a collaborative team environment
• Flexibility to work rotating schedules, weekends, and holidays based on business needs

What Defines Success in This Role

• Delivers compassionate, efficient, and accurate customer support
• Builds trust and confidence with every member interaction
• Resolves issues quickly while maintaining high customer satisfaction
• Demonstrates ownership and accountability from first contact through resolution
• Maintains high productivity while consistently meeting quality standards
• Positively contributes to a collaborative, mission-driven Customer Experience team

Compensation & 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

Why eMed

Join a mission-driven organization that's transforming healthcare through technology and innovation. At eMed, every customer interaction has the opportunity to make a meaningful impact on someone's health journey. You'll be part of a collaborative team dedicated to delivering exceptional experiences while helping millions of people access convenient, high-quality healthcare from wherever they are.

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