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Senior Customer Service Representative

2 months ago

Marlborough, United States Connect America Full time
About the Company

At Connect America/Lifeline, we have helped aging Americans and other at-risk populations live safely in their own homes for over a decade. With the easy-to-use personal emergency response, remote patient monitoring and medication management systems, Connect America/Lifeline processes more than 250,000 emergency signals and data transmissions each month and has protected more than 1 million lives.

Connect America/Lifeline is the largest independent provider of medical alert systems in North America. More than 1,000 provider partners and health plans in the U.S. trust Connect America/Lifeline as the safe choice for delivering the right care at the right time. Our organization has been named to Philly Happening’s Best Place to Work list for the past two years, and our award-winning customer service team has been selected as Best Service Award from Today’s Caregiver- 2019-2020. Additionally, our healthcare division has won Top Ten Home Healthcare Solutions Provider awards over the past two years.

At Connect America/Lifeline, we treat all of our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are dedicated, compassionate, and a team player, come be a part of a company that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA.

Learn more at www.connectamerica.com.

Purpose

The purpose of the Program Services Senior Customer Service Specialist role is to actively respond to and service requests from multiple Program Partners. You are the first step in the service process for our life-saving Lifeline products and will be utilizing your strong multi-tasking skills to process requests in a fast-paced environment.

Job Duties and Responsibilities

  • Responding to e-mails and fax inquiry requests
  • Support for Program Portal
  • Completing creation, and updates of subscriber’s data
  • Identifying areas of process improvement to current procedures
  • Provide additional phone assistance to Programs, as needed
Skills and Qualifications
  • High School Diploma or GED required
  • 1+ year of customer service experience in office setting that has a high-volume email with multiple inbox process
  • Inbound and technical support calls received from programs
  • Intermediate Level Microsoft Excel abilities
  • Proficient computer navigation skills
  • Must be proficient in English, Second Language is a plus
  • World Class Service etiquette
  • The ability to navigate multiple applications simultaneously.
  • Other duties and responsibilities as assigned


Connect America/Lifeline is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.