Remote Personal Emergency Response Specialist

ConnectAmerica, LLC; Robin Hill (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

ConnectAmerica, LLC in Marlborough, MA is seeking a Personal Emergency Response Associate to answer incoming alarm calls from elderly and medically at-risk subscribers and triage their needs with responders to ensure timely assistance.

You will handle triage, maintain professional, compassionate communication, update subscriber data, and perform off-phone tasks per protocols. Sunday to Thursday 12:00 PM to 8:30 PM, 2nd shift 5x8.

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.

Responsibilities

• Respond to incoming calls/Alarms by identifying the type of help required and coordinating timely and appropriate assistance according to established protocols.
• 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 the Mastermind data management system.
• Perform off-phone tasks as required (call back queue) in accordance with established protocols.
• Troubleshoot maintenance Alarms and home communicator issues to ensure uninterrupted service.
• 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

Customer Service

English Fluency

Basic Computer Skills

Microsoft Windows

Empathy

Education

High School diploma or GED

Tools

Mastermind

Job description

ConnectAmerica, LLC in Marlborough, MA is seeking a Personal Emergency Response Associate to answer incoming alarm calls from elderly and medically at-risk subscribers and triage their needs with responders to ensure timely assistance.

You will handle triage, maintain professional, compassionate communication, update subscriber data, and perform off-phone tasks per protocols. Sunday to Thursday 12:00 PM to 8:30 PM, 2nd shift 5x8.