Home Health Alarm Monitoring Specialist

2 days ago

Boca Raton, Florida, United States DEFENDERS Full time
Job Title: Home Health Alarm Monitoring Agent

At Defenders, we're committed to helping save lives and protect our customers' well-being. As a Home Health Alarm Monitoring Agent, you'll play a critical role in responding to emergency situations and providing exceptional customer service to our senior and disabled customers.

Responsibilities:
  • Respond to incoming alarm signals from customers and verify their need for emergency assistance.
  • Arrange for the dispatch of paramedics, EMS, or police services as necessary.
  • Handle all incoming phone calls from customers and technicians, providing troubleshooting, account management, and billing support.
  • Troubleshoot customer unit problems, including phone line, power, and RF issues.
  • Use multiple programs simultaneously to handle high-volume customer interactions.
  • Create actions or send emails for customer follow-up.
  • Critically think through each scenario, using resources and strong comprehensive skills to make sound judgments and execute solutions.
  • Inform contact personnel designated by the customer as needed.
  • Provide follow-up on all incidents requiring the dispatch of proper authorities.
  • Take appropriate action on non-emergency signals, such as power company, taxi, or pharmacy notifications.
  • Perform data entry, discontinue service, or make changes in customer-specific information.
Requirements:
  • High school diploma or equivalent required.
  • Excellent customer service skills, particularly with senior citizens and disabled customers.
  • Strong communication and problem-solving skills.
  • Ability to maintain performance during high-stress emergency situations.
  • Proficiency with MMB, MMMe, Google Maps, and Chrome.
  • Strong organizational and multitasking skills.
  • A designated workspace with high-speed internet and a minimum of 25mbps download and 15mbps upload speed.
Pay and Benefits:

The pay range for this role is $23.13 per hour, based on experience and qualifications. Defenders offers employees access to healthcare benefits, a 401(k) plan, company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off. Employees accrue up to 120 hours in their first year, with increased accrual rates after the first year.

Defenders is an Equal Employment Opportunity (EEO) Employer, committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure every employee and applicant feels valued and supported in their career journey.

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