Remote Alarm Response Specialist

Connect America; Georgia; On-site; USD 18,000 - 25,000; Full time

Job summary

Connect America in GA is seeking a Personal Emergency Response Associate to answer incoming alarms from elderly and medically at-risk individuals and triage their needs with responders (non-emergency and emergency) to obtain the appropriate level of assistance in a timely manner.

Your role includes identifying the type of help required, coordinating timely and appropriate assistance according to established protocols, and maintaining professional customer service while updating subscriber data

Qualifications

• 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.

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.

Skills

Fluency in English

Excellent verbal skills

Professional telephone manner

Empathy for elderly

Basic computer skills

Reliable internet access

Stress management

Education

High School diploma or equivalent

GED

Job description

Connect America in GA is seeking a Personal Emergency Response Associate to answer incoming alarms from elderly and medically at-risk individuals and triage their needs with responders (non-emergency and emergency) to obtain the appropriate level of assistance in a timely manner.

Your role includes identifying the type of help required, coordinating timely and appropriate assistance according to established protocols, and maintaining professional customer service while updating subscriber data