Personal Emergency Response Assoc.

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

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.

Tuesday to Saturday 4:00 AM to 12:30 PM EST 1st shift 5x8