Personal Emergency Response Assoc.

ConnectAmerica, LLC; Raleigh (NC); On-site; USD 32,000 - 40,000; Full time

Job summary

ConnectAmerica, LLC is seeking an agent to answer incoming alarm calls from elderly and medically at-risk individuals, triaging needs to designated responders to ensure timely assistance. You will maintain professional, compassionate interactions and update subscriber data in Mastermind.

The role requires English fluency, a high school diploma or GED, and prior call center or customer service experience. Remote work is described as a remote option with a quiet workspace and secure internet

Qualifications

• High School diploma or GED required
• 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

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 Mastermind data management system.
• 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.

Skills

Call Center experience

Customer service

English fluency

Verbal skills

Basic computer skills

Microsoft Windows

Telephone manners

Empathy for elderly

Background check/CORI

Education

High School diploma or GED

Tools

Microsoft Windows

Job description

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.

Wed-Sun 6:00 AM to 10:00 AM PT 1st 5x4 20 hours