To provide world-class customer service to customers, including Subscribers, Caregivers, Payers, Programs, Installers, Referral Sources and to internal Lifeline departments.

MAJOR RESPONSIBILITITES:

• 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 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 resource for Customer Service Support Representatives
• Provide back-up phone support to the Call Center as requested.

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  QUALIFICATIONS:
• Education/Experience
• High School Diploma
• A minimum of 2 years of related experience, preferably in Customer Service
• Experience managing multiple priorities
• Demonstrated proficiency in oral and written communication skills, including appropriate grammar and spelling.
• Excellent telephone etiquette
• Minimum Typing 40 wpm.
• 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
• Level II certified as a Lifeline Monitoring Service monitor a plus, but not required
• Good problem solving skills a must
• Attention to detail
• Good team player
• Ability to work independently
• Fluency in English is required.
• Bilingual is a plus.