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Personal Emergency Response Assoc.
3 months ago
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.
MAJOR 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.
QUALIFICATIONS and Requirement
Education/Experience
- 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.
Su, M, Tu, W 9:00 PM to 7:30 AM EST
3rd Shift 40 Hours 4x10 F/T
Days Off: Thu, Fri, Sat