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

1. High School diploma or equivalent required - GED
2. Call Center or Customer Service experience
3. Fluency in English; Excellent verbal skills
4. Basic Computer and Microsoft Windows skills
5. Professional and courteous telephone manner
6. Deep compassion and empathy for the elderly and medically at-risk, highly desirable
7. Able to handle routine and repetitive tasks at varying pace
8. Able to maintain composure in stressful situations
9. Satisfactory background check and  CORI check
10. 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.