What we do at MobileHelp makes a difference in the lives of our customers. As the first company to provide personal emergency response services outside the home, MobileHelp is the leading supplier of mobile in the U.S. We strive every day to enable our customers to be their own hero by giving them the tools and confidence to live more active lives – to keep them safe, to keep them healthy and to keep them in charge. And we can do this for our customers because MobileHelp employees embody the true spirit of teamwork. It’s one of the reasons MobileHelp is unique. We’re all working towards the same goal and we all play an integral part. We help each other achieve our goals and MobileHelp recognizes and rewards us for great work. 

MobileHelp is a two-time recipient of the Frost and Sullivan Leadership Awards, was named to the 2014 Grow Florida Top Companies to Watch, was ranked 90th in the Deloitte 2015 Technology Fast 500, was cited two years in a row (2014 and 2015) in the , and was given the 2022 Top Work Places award by the Sun Sentinel Media group.

We work hard, but we make sure that we all have fun doing it. So take a peek at who we are and what we’re about. We think you’ll like what you see. 

Location: 

• Boca Raton, FL  (Hybrid up to 50 miles from office) or 
• Remote in the following states only: AL, KY, TX, TN, MI, NC, SC, GA, WI, and Florida (50 miles from corporate office)

Department: Customer Care

Supervisor: Supervisor, Customer Care

Salary: $18.05/hour

Important: After Applying, check inbox or Spam/Clutter/Junk folders for Next Steps

Interacts with MobileHelp customers reviewing orders and collecting information.

Essential Duties and Responsibilities

• Handle various customer interactions through inbound and outbound phone contacts
• Work with new MobileHelp customers to complete the onboarding process
• Make any/all account profile information changes based on customer contact methods
• Resolve customer service or billing issues using all available tools and resources
• Working knowledge of MobileHelp products and services in order to understand customers’ needs.
• Respond to customer questions and inquiries concerning MobileHelp system operation
• First-level problem resolution regarding system operation.
• Diagnose MobileHelp equipment issues/provide resolution through process of elimination by asking probing questions determining the appropriate solutions.
• Executes solutions by providing verbal step-by-step instructions to the customers.
• Educate customer in use of MobileHelp equipment, features, functionality, and best practices
• Handle inbound and outbound contacts in regard to testing new and replacement devices
• Create Return Material Authorization (RMA) incidents for customer returns/exchanges
• Address pendant low battery replacements
• Ability to perform basic customer retention efforts when faced with cancellation requests
• Create accurate ticket records and document customer interactions into appropriate systems/applications
• Communicate with Support Representative II staff, escalating incidents when necessary
• Demonstrates professionalism and integrity when interacting with internal and external customers
• Identify areas of improvement and provide feedback to supervisor
• Other duties or projects as assigned
• Must be available to work flexible hours and weekends (See schedule below)
  • Training during 1st month and a half: Monday - Friday 9:0 am EST - 6:00 pm EST
  • 2nd month forward: 11:00 am EST - 8:00 pm EST with 1 weekend day (either Saturday or Sunday) from 9:00 am EST - 6:00 pm EST. *** Two days off in a row are not offered at this time.
• Please note this is a technical call center role, technical expertise is required.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associate degree or equivalent from two-year college or technical school; or 1 year experience; or equivalent combination of education and experience.

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Office suite: Internet Explorer, Microsoft Outlook, Excel, Word, dual-monitors, ticketing system software.

Other Qualifications

Type 60 WPM

Ability to work in shifts/weekends/flexible hours

High volume call center experience is a must

May require on-call availability and working during non-business hours. 

Call Center technical support troubleshooting is required

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in a work from home environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually low.

NOTICE TO RECRUITERS: We will not accept unsolicited resumes from any source other than the candidate or approved vendors. Please do not contact or forward resumes to our company. Any unsolicited resumes will be considered MobileHelp property. MobileHelp will not be responsible for any charges or fees related to unsolicited resumes.

An Equal Opportunity Employer Supporting a Drug-free Workplace 

MobileHelp is an E-Verify employer and will provide the federal government with Form I-9 information to confirm that your are authorized to work in the U.S. For more information, please visit https://www.e-verify.gov/