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. 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. Education/Experience Qualifications • 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. Monday, Tuesday, Friday, Sunday 10:00 AM - 8:30 PM EST 4x10