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.

 

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. To support remote operations, the company employs compliance and productivity monitoring tools.Ensure that all required training is completed within expected timeframes.Demonstrate behaviors that contribute to a productive, supportive, and caring work environment.

 

Education/Experience Qualifications

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 using a hardwired Ethernet cable to connect to the company equipment and NOT to use Wi-Fi internet.

Friday to Monday 5PM-9PM ET Part Time - 16 Hours

Training schedule will Monday-Friday, 5pm-9pm Eastern Time