Personal Emergency Response Assoc.

Job Title

To answer incoming telephone calls and alarms from elderly and medically at-risk individuals, referred to as Subscribers, and triage their needs with designated responders, including non-emergency and emergency responders, to obtain the appropriate level of assistance in a timely manner.

Respond to incoming calls and alarms by identifying the type of help required and coordinating 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 updates are accurately entered into the appropriate data management system, Mastermind.

Perform off-phone tasks as required, including call back queue work, in accordance with established protocols.

Troubleshoot maintenance alarms, when applicable, and home communicator issues to help ensure the Subscriber's service remains 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 time frames.

Demonstrate behaviors that contribute to a productive, supportive, and caring work environment.

High school diploma or equivalent required; GED evidence required.

Call center or customer service experience. Professional and courteous telephone manner.

Fluency in English with excellent verbal communication skills.

Proficient computer and Microsoft Windows skills, including the ability to navigate multiple systems, use standard office applications, enter information accurately, and troubleshoot routine technology issues with minimal assistance.

Deep compassion and empathy for elderly and medically at-risk individuals is highly desirable.

Ability to handle routine and repetitive tasks at a varying pace.

Ability to maintain composure in stressful situations.

Satisfactory completion of all required pre-employment screenings, including background check, drug test, CORI check, and fingerprinting.

For remote positions, we require a professional work environment that includes 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. The company will provide the necessary equipment required for employees to perform their job duties. Employees are responsible for maintaining company-provided equipment in good working condition, using it appropriately, and promptly reporting any issues, damage, or malfunction.

Employees must also provide and maintain a reliable high-speed internet connection that meets company-defined requirements. Proof of internet speed meeting company standards is required prior to hire and may be revalidated as needed to ensure ongoing performance and service reliability. Remote employees must perform all work from within the United States 100% of the time. Any long-term relocation between states must be reviewed and approved by the company in advance.

Part-Time Morning Shift (Flexible Scheduling) This posting represents multiple Part-Time Morning Shift openings. Available schedules may vary. Candidates will work with the hiring manager during the interview process to review available schedules across the week and determine the best fit based on operational needs and availability.