Compassionate Emergency Response Call Agent

ConnectAmerica, LLC; Richmond (VA); On-site; USD 32,000 - 52,000; Full time

Job summary

ConnectAmerica, LLC is seeking a compassionate Call Center Associate to answer alarms from elderly and medically at-risk subscribers, triage needs, and coordinate appropriate responders to ensure timely assistance.

You will identify required help, update subscriber data in Mastermind, and maintain professional, confidential service while meeting performance standards. A high school diploma and English fluency are required, with prior call center experience preferred.

Qualifications

• High School diploma or GED required.
• Call Center or Customer Service experience preferred.
• Fluency in English with excellent verbal communication.
• Basic computer and Windows skills.
• Professional and courteous telephone manner.
• Compassion for the elderly and medically at-risk is highly desirable.
• Able to handle routine and repetitive tasks at varying pace.
• Able to maintain composure in stressful situations.
• Satisfactory background/CORI check.

Responsibilities

• Respond to incoming calls/Alarms by identifying required help and triaging timely assistance per protocols.
• Provide professional, caring customer interactions to maintain high service levels.
• Update subscriber data in the Mastermind system as requested.
• Perform off-phone tasks (call back queue) per established protocols.
• Troubleshoot maintenance Alarms and home communicator issues to ensure uninterrupted service.
• Meet standards for after-call work, handle time, and case quality.
• Adhere to company and departmental policies and practices.
• Complete required training within stated timeframes.
• Demonstrate a productive, supportive, and caring work environment.

Skills

English fluency

Excellent verbal skills

Professional telephone manner

Compassion for elderly and at-risk

Routine task handling

Composure under stress

Background check (CORI)

Basic computer / Windows skills

Education

High School diploma or equivalent (GED)

Tools

Microsoft Windows

Job description

ConnectAmerica, LLC is seeking a compassionate Call Center Associate to answer alarms from elderly and medically at-risk subscribers, triage needs, and coordinate appropriate responders to ensure timely assistance.

You will identify required help, update subscriber data in Mastermind, and maintain professional, confidential service while meeting performance standards. A high school diploma and English fluency are required, with prior call center experience preferred.