Remote Personal Emergency Response Specialist

Connect America; Marlborough (MA); On-site; USD 25,000 - 30,000; Full time

Job summary

Connect America in Marlborough, MA seeks a Personal Emergency Response Associate to answer incoming alarms from elderly and medically at‑risk subscribers, triaging needs with responders to provide timely assistance. Responsibilities include triaging calls, updating subscriber data in Mastermind, maintaining professional service, handling call-backs, troubleshooting alarms, and meeting quality metrics.

Candidates should have a high school diploma, call center or customer service experience,

Qualifications

• Call center or customer service experience is required.
• Fluency in English and strong verbal communication skills.
• Professional and courteous telephone manner is essential.
• Basic computer skills and comfort with Windows.

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

Basic Computer Skills

Education

High School diploma or equivalent

Tools

Microsoft Windows

Job description

Connect America in Marlborough, MA seeks a Personal Emergency Response Associate to answer incoming alarms from elderly and medically at‑risk subscribers, triaging needs with responders to provide timely assistance. Responsibilities include triaging calls, updating subscriber data in Mastermind, maintaining professional service, handling call-backs, troubleshooting alarms, and meeting quality metrics.

Candidates should have a high school diploma, call center or customer service experience,