JOB PURPOSE
To answer incoming telephone calls (Alarms) from elderly and medically-at-risk individuals (Subscribers) and triage their needs with designated responders (non-emergency and emergency) in order to obtain the appropriate level of required 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.
Education/Experience 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
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.
Wednesday-Saturday,12pm-10:30am
4x10