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
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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.
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Ensure that all customer interactions are conducted in a professional and caring manner resulting in a high level of customer service.
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Obtain requested revisions to Subscriber data and ensure that the necessary updates are accurately entered into the appropriate data management system Mastermind
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Perform off-phone tasks as required (call back queue ) in accordance with established protocols.
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Troubleshoot maintenance Alarms when applicable and home communicator issues to ensure that the Subscriber’s service is functional and uninterrupted.
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Meet departmental standards for after-call work, average handle time, and case quality.
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Adhere to all company and departmental policies and practices.
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Ensure that all required training is completed within expected timeframes.
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Demonstrate behaviors that contribute to a productive supportive and caring work environment.
Education/Experience Qualifications
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High School diploma or equivalent required - GED
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Call Center or Customer Service experience
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Fluency in English; Excellent verbal skills
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Basic Computer and Microsoft Windows skills
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Professional and courteous telephone manner
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Deep compassion and empathy for the elderly and medically at-risk, highly desirable
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Able to handle routine and repetitive tasks at varying pace
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Able to maintain composure in stressful situations
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Satisfactory background check and CORI check
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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.
