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Role Description

The Operator is a member of the Technical Support Call Center team. S/he is responsible for:

• Maintaining and promoting a welcoming environment for subscribers, customer service callers, installers, and vendors in a courteous, efficient, and friendly manner.
• Demonstrating excellent computer skills and accurately handling and documenting information.
• Exhibiting a friendly, outgoing, energetic, and service-oriented demeanor.
• Maintaining outstanding phone etiquette skills and a smile in your voice.
• Possessing exemplary typing skills and the ability to multitask.
• Keeping composure under demanding situations and thinking independently and intuitively to events happening at any given time.

Duties & Functions

• Provide Technical Support for Connect America Personal Emergency Response Devices.
• Provide immediate support to subscribers.
• Follow specific protocols for technical assistance.
• Facilitate all installation and troubleshooting with subscribers and service providers.
• Maintain regular attendance in compliance with Connect America’s standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including clean & pressed business wear when working.
• Understand and maintain working knowledge of call handling system and all reporting, protocols, and training associated with it.
• Comply with all Connect America’s standards and regulations to encourage safe and efficient operations.
• Comply with all HIPAA confidentiality regulations and standards.
• Fulfill scheduled shifts promptly and appropriately, coming prepared to shift responsibilities if necessary.
• Complete all side work as assigned.
• Perform all other assigned tasks by Supervisor, Shift Leader, Manager, or Connect America Leadership Team.

Requirements

• Must be able to work all shifts - mornings, afternoons, nights, weekends, & holidays with varying schedules to accommodate other employees’ schedules if required.
• Must be able to sit/stand for long periods of time.
• Long hours sometimes required.
• Must be able to maintain accuracy and efficiency of data entry in fast-paced situations.
• Must be effective at listening to, understanding, and clarifying concerns and issues raised by team members, subscribers, installers, and other callers.
• Must be able to convey information and ideas clearly, both orally and in writing.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.

Qualifications

• High School Diploma required.
• Excellent Computer Skills.
• Customer Service Skills.
• 2+ years Call Center experience preferred.
• Background checks are required.
• Bilingual (Spanish/Russian/Chinese) preferred.

Company Description

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners.

• Recognized as one of Philly Happening’s Best Places to Work.
• Award-winning customer service team received the Best Service Award from Today’s Caregiver.
• Healthcare division named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.
• Headquarters located close to the city of Philadelphia, in Bala Cynwyd, PA.