JOB PURPOSE

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.

 

MAJOR 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 MastermindPerform 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

Education/Experience

High School diploma or equivalent required - GEDCall Center or Customer Service experienceFluency in English; Excellent verbal skillsBasic Computer and Microsoft Windows skillsProfessional and courteous telephone mannerDeep compassion and empathy for the elderly and medically at-risk, highly desirableAble to handle routine and repetitive tasks at varying paceAble to maintain composure in stressful situationsSatisfactory background check and  CORI checkFor remote positions, we require 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.
Sunday to Thursday 5:00 PM to 9:00 PM EST

2nd Shift 5x4 20 Hours