Customer Service Representative

ConnectAmerica, LLC; Austin (TX); Remote; USD 21,000 - 25,000; Full time

Job summary

Connect America is seeking a Customer Service Representative to act as the liaison between the company and its clients. The role involves solving customer issues, addressing inquiries, and keeping satisfaction at the forefront of every action.

Responsibilities include handling high call volume, following scripts, and maintaining records. This position is remote and requires strong communication skills and a detail-oriented mindset.

Qualifications

• 6 months to 1 year of customer service experience (heavy phone volume and data entry strongly preferred).
• Excellent customer service and people skills.
• Strong listening and communication skills.

Responsibilities

• Manage large numbers of inbound and outbound calls promptly.
• Follow scripts when handling topics and questions.
• Identify customer needs, clarify information, research issues, and provide solutions or alternatives.
• Be knowledgeable about all services and equipment offered by the company.
• Answer frequently asked questions from clients.
• Meet call and appointment targets and maintain accurate records in the company database.

Skills

Customer service

Phone proficiency

Verbal communication

Attention to detail

Multitasking

Team player

Adaptability

Education

High School Diploma or GED

Tools

Microsoft Excel

Microsoft Word

Outlook

Job description

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

THIS CAN BE 100% REMOTE!!

Overview

Customer Service Representatives are the liaison between our Company and its current and potential clients. The Customer Service representative will be able to accept ownership for effectively solving all customer issues, complaints and inquires; keeping customer satisfaction at the core of every decision and action. Customer Service Representative also provide a variety of other duties, which may include special projects related to department needs.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Have knowledge on all services and equipment offered by company
• Be able to answer frequently asked questions by client
• Meet all call and appointment target expectations
• Keep records of all contacts in Company database’s

Job Qualification

• Ability to learn quickly – Ability to learn new things in a short period of time.
• Adaptability with change- Ability to adjusting to changing circumstances.
• Analytical- Ability to communicate in writing clearly and concisely.
• Creative - Ability to think outside the box.
• Emotional intelligence - Ability to understand his or her own emotions and the emotions of others.
• Multitasking - Ability to working on multiple tasks at the same time.
• Problem solving - Ability to find a solution for or to deal proactively with work-related problems.
• Team oriented - Ability to get along well with a variety of personalities and individuals.

Job Requirements

• Excellent customer service and people skills and must be able to work independently or with a team
• Must have 6 months to one year of customer service experience (heavy phone volume and data entry strongly preferred)
• Strong phone and verbal communication skills
• Strong Listening Skills
• Attention to DetailAbility to set priorities and manage time effectively
• Strong computer proficiency with Microsoft Excel, Word and Outlook
• High School Graduate or General Education Degree (GED)

Connect America is a drug‑free workplace and an Equal Opportunity Employer. We participate in the E‑Verify program in our hiring practices to achieve a lawful workforce.