[Hiring] Personal Emergency Response Associate @Connect America

Role Description

To answer incoming telephone calls and alarms from elderly and medically at-risk individuals, referred to as Subscribers, and triage their needs with designated responders, including non-emergency and emergency responders, to obtain the appropriate level of assistance in a timely manner.

• Respond to incoming calls and alarms by identifying the type of help required and coordinating 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 updates are accurately entered into the appropriate data management system, Mastermind.
• Perform off-phone tasks as required, including call back queue work, in accordance with established protocols.
• Troubleshoot maintenance alarms, when applicable, and home communicator issues to help ensure the Subscriber’s service remains 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 evidence required.
• Call center or customer service experience. Professional and courteous telephone manner.
• Fluency in English with excellent verbal communication skills.
• Proficient computer and Microsoft Windows skills, including the ability to navigate multiple systems, use standard office applications, enter information accurately, and troubleshoot routine technology issues with minimal assistance.
• Deep compassion and empathy for elderly and medically at-risk individuals is highly desirable.
• Ability to handle routine and repetitive tasks at a varying pace.
• Ability to maintain composure in stressful situations.
• Satisfactory completion of all required pre-employment screenings, including background check, drug test, CORI check, and fingerprinting.

Requirements

• For remote positions, a professional work environment that includes 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.
• The company will provide the necessary equipment required for employees to perform their job duties.
• Employees are responsible for maintaining company-provided equipment in good working condition, using it appropriately, and promptly reporting any issues, damage, or malfunction.
• Employees must also provide and maintain a reliable high-speed internet connection that meets company-defined requirements.
• Proof of internet speed meeting company standards is required prior to hire and may be revalidated as needed to ensure ongoing performance and service reliability.
• Remote employees must perform all work from within the United States 100% of the time.
• Any long-term relocation between states must be reviewed and approved by the company in advance.

Benefits

• Part-Time Morning Shift (Flexible Scheduling)
• This posting represents multiple Part-Time Morning Shift openings. Available schedules may vary.
• Candidates will work with the hiring manager during the interview process to review available schedules across the week and determine the best fit based on operational needs and availability.