[Hiring] Associate ERS Operator @VelocityEHS

Role Description

This existing vacancy is open to candidates that reside anywhere in the U.S. or Canada. This is a fully remote position that requires schedule flexibility. Team members work four 10-hour shifts per week, with opportunities available across morning, evening, and overnight schedules. The role also includes rotating weekend coverage as needed to support call volume, and employees are eligible for overtime pay.

An Associate ERS Operator is tasked with answering a multi-line telephone system, and triaging emergency and non-emergency calls. This is a full-time position that supports VelocityEHS by being the primary point of contact with callers needing medical assistance or reporting incidents. Responsibilities also include submitting reports or notifications, as required for compliance.

• Provide Emergency Response Services as part of customer subscriptions.
• Assist callers via the 24-hour ERS lines to triage emergency and non-emergency calls per client protocols.
• Accurately assess emergency information, make correct decisions, and respond to emergencies in a calm and controlled manner.
• Connect conference calls involving two or more parties to render timely emergency assistance. At times this may involve a translation service.
• Provide first aid and cleanup procedures per SDS or Emergency Response Guidebook during emergency calls.
• Complete incident reports including spill reporting and notifications to governmental, state, and private sector clients within contractual timelines.
• Notification of incidents to governmental, state and private sector clients, as contracted.
• Dispatch coordination per client instruction.
• Familiarity of emergency procedures in the event of technical difficulties to facilitate 24-hour operations of ERS.
• Assist ERS leadership in developing more efficient ways to process calls and complete reports.
• After Hours Operations may include monitoring and periodic testing of all incoming lines.
• Safety Data Sheet (SDS) obtainment, indexing and data entry, as assigned.
• Provide client instruction for SDS submission.
• Increase SDS obtainment success rates by reviewing vendor and internal efforts to identify opportunities for improvement.
• Work with manufacturers to procure SDS for clients.

Qualifications

• High school diploma or equivalent
• 3+ years of call center experience
• Energetic, innovative, flexible and adaptive
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint) and Internet browsers (Chrome, Firefox, Explorer)
• Willingness to work rotating shifts including nights, weekends, and holidays.

Requirements

• Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, and ensuring customers are positioned for success
• Data analytics skills to help identify trends and improve process efficiencies
• Experience with Salesforce and Goldmine
• Strong working knowledge of EHS field a plus

Benefits

• The hourly rate for this position is between $20-$26.
• This role is also eligible for our comprehensive benefits package.