[Hiring] Personal Emergency Response Associate @Connect America

Role Description

To answer incoming telephone calls (Alarms) from elderly and medically-at-risk individuals (Subscribers) and triage their needs with designated responders (non-emergency and emergency) in order to obtain the appropriate level of required assistance in a timely manner.

Responsibilities

• Respond to incoming calls/Alarms by identifying the type of help required and coordinating (triaging) timely and appropriate assistance according to established protocols and procedures.
• Ensure that all customer interactions are conducted in a professional and caring manner resulting in a high level of customer service.
• Obtain requested revisions to Subscriber data and ensure that the necessary updates are accurately entered into the appropriate data management system Mastermind.
• Perform off-phone tasks as required (call back queue) in accordance with established protocols.
• Troubleshoot maintenance Alarms when applicable and home communicator issues to ensure that the Subscriber’s service is functional and uninterrupted.
• Meet departmental standards for after-call work, average handle time, and case quality.
• Adhere to all company and departmental policies and practices.
• Ensure that all required training is completed within expected timeframes.
• Demonstrate behaviors that contribute to a productive supportive and caring work environment.

Qualifications

• High School diploma or equivalent required - GED.
• Call Center or Customer Service experience.
• Fluency in English; Excellent verbal skills.
• Basic Computer and Microsoft Windows skills.
• Professional and courteous telephone manner.
• Deep compassion and empathy for the elderly and medically at-risk, highly desirable.
• Able to handle routine and repetitive tasks at varying pace.
• Able to maintain composure in stressful situations.
• Satisfactory background check and CORI check.
• For remote positions, a professional work environment that includes having a quiet, distraction-free workspace, a private area to ensure confidentiality and security when handling sensitive information, and reliable internet access to support seamless communication and work activities.

Requirements

• Saturday-Tuesday, 2pm-12:30am 4x10.