Remote Personal Emergency Response Specialist

ConnectAmerica, LLC; New York (NY); Remote; USD 20,664,000 - 27,552,000; Part time

Job summary

Connect America is seeking a part-time Call Center Associate to answer incoming Alarm calls from elderly and at-risk subscribers. You will triage needs to designated responders (non-emergency and emergency) to obtain the appropriate level of assistance promptly, while upholding professional, compassionate service.

Responsibilities include updating subscriber data, complying with protocols, and maintaining service reliability.

Qualifications

• High School diploma or equivalent is required.
• Call Center or Customer Service experience is preferred.
• Fluency in English; Excellent verbal skills.
• Basic Computer and Microsoft Windows skills are expected.
• Professional and courteous telephone manner.

Responsibilities

• Respond to incoming calls/Alarms by identifying the type of help required and coordinating 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 updates are entered into Mastermind or the appropriate data management system.
• Perform off-phone tasks as required (call back queue) in accordance with protocols.
• Troubleshoot maintenance Alarms when applicable and home communicator issues to ensure service remains functional and uninterrupted.
• Meet departmental standards for after-call work, handle time, and case quality.
• Adhere to all company and departmental policies and practices.
• Ensure training is completed within expected timeframes.

Skills

Call center experience

English fluency

Basic computer skills

Professional telephone manner

Empathy

Education

High School diploma or equivalent

Job description

Connect America is seeking a part-time Call Center Associate to answer incoming Alarm calls from elderly and at-risk subscribers. You will triage needs to designated responders (non-emergency and emergency) to obtain the appropriate level of assistance promptly, while upholding professional, compassionate service.

Responsibilities include updating subscriber data, complying with protocols, and maintaining service reliability.