Call Center Representative

Job Title: Call Center Representative

Department: Call Center

Weekly Hours:

Schedule : Monday, Wednesday, Friday 3pm-11pm

Reports to: Call Center Manager

Non-exempt

Created/Revised: February 2025/June 2025

As a Call Center Representative in our office setting services team, you will play a critical role in ensuring the delivery of high-quality, personalized care and support to individuals, particularly those who are aging and with intellectual and developmental disabilities, for activities of daily living and various health outcomes. Ideal Candidates will have a strong background and passion for serving Individuals with Intellectual Disabilities and Aging in Place utilizing technology to support independence.

Essential Duties and Responsibilities: include, but are not limited to, the following:

• Perform all the duties of a Call Center Rep with the use of technology and sensor systems to support independence.
• Provide remote assistance across multiple locations to persons living independently who are utilizing systems or technology.
• Provide in-person support as needed within 30 minutes of the call center in Rockland, MA.
• Multi-task to ensure Call Center Rep duties are performed adequately while also providing quality oversight and remote support to persons receiving Remote Services and Enabling Technology Support.
• Observe alerts and exterior cameras at multiple locations to ensure the safety and well-being of persons supported while also fostering privacy, independence, and dignity.
• Communicate closely with Call Center Director, and other team members about individual needs, concerns, technology issues, etc. as they occur.
• Function as an active member of the team with external stakeholders and the Circle of Support.
• Engage in group decision making, keep team members informed, and be involved in open sharing ideas and collaboration.
• Communicate necessary information with oncoming staff at all shift changes.
• Assist the RSM Community Liaison with documentation as needed.
• Complete training on and utilize person-centered practices and procedures.
• Responsible for implementation of and adherence to all Care Plans and Technology Plans for approved Individuals.
• Maintain positive relationships with all persons being supported.
• Demonstrate initiative and strive to continually improve processes and relationships.
• Complete all required company and state training and follow required policies and procedures.
• Follow the state mandated guidelines for reportable events and all guidance related to maintaining HIPAA compliance.

Additional Job Duties:

• Monthly supervision meetings with direct supervisors
• Regular Call Center Team meetings
• Additional administrative duties may be assigned as needed by management.

Qualifications/Requirements

• Familiarity with CRM systems, Microsoft Office, Google Suite, and virtual meeting tools is required.
• Welcoming, personable, and professional demeanor.
• Excellent written and verbal communication skills.
• Motivated to learn about smart home technologies and applications.
• Familiarity and an interest in technology.
• Adept at critical thinking and problem-solving.
• Demonstrates patience, empathy, and understanding, particularly with individuals with differing abilities.
• Practice person-centered thinking.
• Desire to learn and be innovative.
• Able to handle a variety of tasks.
• Works well on a team and as an independent worker.

Education/Experience:

• High School Diploma or GED equivalent (minimum)
• Valid driver license
• Clean background check
• Obtain and maintain SHIFT credentialing as ET-Certified or ETIS within the first 90 days of Employment.
• Obtain and maintain Person Centered Practices Certification within the first 90 days of Employment.
• Experience supporting Aging Population, people with disabilities and/or Mental Health.

Professional Development/Training Offered:

· Certification in CPR/First Aid prior to working any single coverage shifts

· Safety Care Training

· Other Simply Home training

· SHIFT training

· Medication Safety

· Signs and Symptoms

· Relias Trainings as Required

• · Minimum of 20 hours of training (both live and online) annually as assigned by supervisor

Pay: $20.00 - $22.00 per hour

Benefits:

• Paid time off

Application Question(s):

• Does the shifts Mon, Wed, Fri 3pm-11pm work for you?

Ability to Commute:

• Rockland, MA 02370 (Required)

Work Location: In person

Salary : $20 - $22