Experienced Customer Service Representative for Connected Care - REMOTE Opportunity with a Purpose-Driven Organization

Join Connect America - Empowering Lives, One Call at a Time

At Connect America, we're on a mission to empower aging individuals and at-risk populations to live safely and independently in their homes. With a legacy spanning over 40 years, we've established ourselves as North America's largest independent provider of connected care. Our innovative technologies bridge the gap between healthcare providers, individuals, and their care partners, enhancing quality of life, reducing hospitalizations, and providing peace of mind for an estimated 10 million lives every year.

About Us

Connect America and our family of brands, including Lifeline, have been at the forefront of the home healthcare market for decades. Our easy-to-use solutions support health and safety, leading to earlier interventions and a better quality of life. We're proud to be recognized as one of Philly Happening's Best Places to Work and have received the Best Service Award from Today's Caregiver for our award-winning customer service team. Our commitment to excellence has also earned us a spot as a Top Ten Home Healthcare Solutions Provider in 2019 and 2020.

Why Work with Connect America?

At Connect America, we're not just a company; we're a community that values trust, respect, and collaboration. We believe in treating our customers and team members ethically and with compassion, creating relationships that make a positive difference in the lives of those we serve. As a dedicated and compassionate team player, you'll be part of an organization that is redefining the global home healthcare market.

Job Purpose: Customer Service Representative

As a Customer Service Representative, you will be the face of Lifeline to our customer base, providing world-class customer service in a compassionate, thorough, quality, efficient, and productive manner. You'll be responsible for responding to a variety of inquiries, requests, compliments, and complaints from Lifeline's subscribers, key accounts, and internal departments, taking full ownership of each issue until it's fully resolved to the customer's satisfaction.

Key Responsibilities

• Serve as Lifeline's primary point of contact for customers, providing superior customer service and support.
• Respond to phone, mail, electronic, and fax inquiries, requests, compliments, and complaints from Lifeline's subscribers and key accounts, as well as internal departments.
• Conduct administrative, phone support, and data processing tasks as required to support Lifeline's service offerings.
• Provide first-line troubleshooting expertise to Lifeline's customers regarding Lifeline's equipment.
• Actively sell Lifeline services or resell Lifeline's service(s) to customers who are canceling service.
• Serve as a resource for Customer Service Support Representatives.
• Provide back-up phone support to the Call Center as requested (for Monitoring Sites).

Essential Qualifications

To succeed in this role, you'll need:

• A High School Diploma or equivalent.
• A minimum of 2 years of related experience in Customer Service.
• Multi-tasking and problem-solving skills.
• Excellent telephone etiquette and demonstrated proficiency in English, with clear oral and written communication skills.
• Knowledge of Windows applications, particularly Microsoft Word.
• The ability to navigate through a variety of computer applications.
• Attention to detail with a minimum typing speed of 40 wpm.
• The ability to work independently and as a team player.

Preferred Qualifications

While not required, the following qualifications are a plus:

• Texas licensure (required for certain sites).
• Level II Certification as a Lifeline Monitoring Service monitor.
• Bilingual skills.

Schedule Requirements

We're looking for someone who can commit to:

• Monday through Friday, 12 pm to 8:30 pm (Eastern Time).
• Saturday as needed, 10 am to 4:30 pm (Eastern Time).

What We Offer

At Connect America, we believe in investing in our team members. Here's what you can expect:

• Ongoing training and career development opportunities to help you grow professionally.
• Comprehensive benefits package, including medical, dental, life, and disability insurance plans that can be tailored to your specific needs and the needs of your family.
• Paid Holidays and Paid Time Off to ensure a healthy work-life balance.
• 401K with company match to help you plan for your future.

Our Culture and Work Environment

As a remote Customer Service Representative, you'll be part of a dynamic team that values collaboration and teamwork. We're a drug-free workplace and an Equal Opportunity Employer, committed to achieving a lawful workforce through our participation in the E-Verify program.

Join Our Mission

If you're a dedicated and compassionate customer service professional looking for a role that makes a difference, we want to hear from you. At Connect America, we're not just a company; we're a community that's committed to empowering lives, one call at a time. Apply today and become part of our mission to redefine the global home healthcare market.

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