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.

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

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.

Benefits:

• Medical, dental & vision insurance available after 30 days of employment
• 401k with employer match
• Accrued PTO
• Paid holidays
• Opportunities for career growth within the company
• Voluntary benefits offered

Job Duties and Responsibilities

• Provide support to subscribers, family members and caregivers regarding general information inquiries, billing questions, subscription updates and warranty/product service questions, via phone, chat, electronic mail and/or internet.
• Perform remote troubleshooting and problem resolution for a wide variety of Aging and Caregiving products and services ensuring service requests reach the correct area of support in the shortest possible time.
• Respond to phone, e-mail, fax inquiries, chat requests, compliments and complaints from customers and internal departments by taking ownership of the problem until fully resolved to customer’s satisfaction.
• Demonstrate a cooperative and professional work attitude while adhering to department based metric requirements, such as, schedule adherence, calls per hour, average handle time, after call work and call quality.
• Demonstrate the ability to provide complete, concise, and understandable explanations to customer inquiries.
• Handle unsatisfied subscribers in a professional manner. Understand the areas of empowerment and when to escalate through proper channels when applicable.
• Determine when a customer, who is dissatisfied, should be escalated; and forward to the appropriate department, second-level support including and up to seniors associates and supervisors.
• Provide technical assistance and remote troubleshooting to customers via phone, internet/chat and electronic mail by active listening and effective probing to identify the issue and resolve effectively through first contact resolution.
• Provide detail recap of emergency signals that go into the Emergency Response Center
• Update customer’s personal information
• Assist callers with making payments and updating payment information on file.
• Troubleshooting all types of equipment.
• Order like-for-like equipment and upgrade equipment
• Enroll new subscribers who are eligible for service through their insurance companies

Skills and Qualifications

• High School diploma or GED required, college degree or courses a plus
• Fluent English language required additional languages a plus.
• 1 years of customer service experience preferably answering phone calls
• Basic Microsoft Windows skills
• Strong work ethic with proven dependability
• Experience in a fast-paced work environment
• Ability to quickly learn new applications and processes.
• Strong verbal and written communication skills with the ability to communicate effectively by telephone, email, or internet.
• Solid computer/internet/keyboarding skills. Ability to accurately type information.
• Strong analytical and problem-solving skills, including active listening skills and the ability to gather information in a fast-paced environment.
• Demonstrated passionate customer focus with desire to delight the subscriber

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