Customer Service Representative-REMOTE

May 7, 2024

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Job Description

Join Connect America – Empowering Lives, One Call at a Time
About Us…
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. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations, and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.
Why Connect America:
? Recognized as one of Philly Happening?s Best Places to Work
? Award-winning customer service team with the Best Service Award from Today?s Caregiver
? Named Top Ten Home Healthcare Solutions Provider in 2019 & 2020
Our Values:
At Connect America, we treat all 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 a dedicated, compassionate team player, come be a part of an organization 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.
Job Title: Customer Service Representative
Job Purpose: To provide world-class customer service to customers, including Subscribers, Caregivers, Payers, Programs, Installers, Referral Sources and to internal Lifeline departments.
Key Responsibilities:
? Serve as Lifeline?s face to our customer base by providing superior customer service in a compassionate, thorough, quality, efficient, and productive manner.
? Respond to phone, mail, electronic, and fax inquiries, requests, compliments, and complaints from Lifeline?s subscribers and key accounts and from Lifeline?s internal departments by taking full ownership of the problem until fully resolved to customer?s satisfaction.
? Conduct all activities, ranging from administrative, phone support, and data processing tasks as required, to support the full complement of Lifeline?s service offerings.
? May provide first-line troubleshooting expertise to Lifeline?s customers regarding Lifeline?s equipment.
? May actively sell Lifeline services or resell Lifeline?s service(s) to customers who are canceling service.
? May serve as the resource for Customer Service Support Representatives
Additional Responsibilities (Monitoring Sites):
Provide back-up phone support to the Call Center as requested.
Required Skills:
? High School Diploma
? A minimum of 2 years of related experience, preferably in Customer Service
? Multi-tasking and problem-solving skills
? Excellent telephone etiquette
? Demonstrated proficiency in English, clear oral and written communication skills, including appropriate grammar and spelling
? Knowledge of Windows applications, particularly Microsoft Word
? Ability to navigate through a variety of computer applications
? Ability to work in a fast-paced, changing, and challenging environment
? Attention to detail with minimum typing 40 wpm.
? Good team player
? Ability to work independently
Preferred Skills:
? Texas licensure is required for certain sites.
? Level II Certified as a Lifeline Monitoring Service monitor is a plus, but not required
? Bilingual is a plus.
Schedule Requirements:
Monday through Friday 12 pm to 8:30 pm (Eastern Time). Saturday as needed from 10 am to 4:30 pm (Eastern Time)
Benefits
? Ongoing training and career development
? Medical, dental, life and disability insurance plans that can be tailored to your specific needs and the needs of your family.
? Paid Holidays
? Paid Time Off
? 401K with company match
Connect America 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

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