Note: The job is a remote job and is open to candidates in USA. Connect America is a company focused on providing emergency response services, and they are seeking a Personal Emergency Response Associate. The role involves answering calls from elderly and medically-at-risk individuals to triage their needs and coordinate appropriate 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
Skills
- 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
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