Personal Emergency Response Assoc.

ConnectAmerica, LLC; Boston (MA); Remoto; USD 21.000 - 30.000; Tempo pieno

Descrizione del lavoro

ConnectAmerica, LLC is seeking a dedicated Call Center Associate to answer alarm calls from elderly and medically at-risk subscribers. You will triage needs and coordinate response with designated responders to ensure timely support and uninterrupted service.

The role requires a High School diploma or GED, strong English communication, and a compassionate, professional telephone manner. Remote work options are available with a quiet workspace and reliable internet.

Competenze

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

Mansioni

• Respond to incoming calls/Alarms by identifying the type of help required and coordinating timely and appropriate assistance.
• Ensure interactions are professional and caring to achieve high customer service levels.
• Obtain revisions to Subscriber data and update in data management system Mastermind.
• Perform off-phone tasks (call back queue) per protocol.
• Troubleshoot maintenance Alarms and home communicator issues to keep service functional.
• 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 productive, supportive, and caring work behaviors.

Conoscenze

Fluency in English

Excellent verbal skills

Professional telephone manner

Empathy for elderly/at-risk

Routine task handling

Composure under pressure

Formazione

High School diploma or GED

Strumenti

Basic computer skills

Descrizione del lavoro

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 Mastermind
• Perform 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.

Education/Experience Qualifications

• High School diploma or equivalent required - GED
• Call Center or Customer Service experience
• Fluency in English; Excellent verbal skills
• Basic Computer and Microsoft Windows skills
• Professional and courteous telephone manner
• Deep compassion and empathy for the elderly and medically at-risk, highly desirable
• Able to handle routine and repetitive tasks at varying pace
• Able to maintain composure in stressful situations
• Satisfactory background check and CORI check

For 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.

Friday to Monday 6:30 am to 5:00 PM EST 4x10