5Star Urgent Response Agent GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets services and applications that help people using mobile devices to stay connected, safe and healthy. We work with partners to create solutions that fulfill these needs, and ensure our products are easy-to-use and backed by high quality customer service. We take these services to market to through a variety of channels. These channels include traditional channels in our core ?connectivity? business, with its flagship product, the Jitterbug cell phone, as well as new channels on non-GreatCall handsets through partnerships with carriers, apps stores, and healthcare companies.
About the Team
The 5Start Urgent Response Call Center and MyLife Health and Safety Services team is dedicated to delivering a superior service experience to each of our customers, supporting both emergency and non-emergency calls. The team offers 24/7 service support on a wide range of issues and is certified by the National Academy of Emergency Dispatch in EPD, EMD and/or ED Quality Assurance.
About the Job
This highly responsible and technical work involves assuring the efficient operation of the 5Star Urgent Response call center and My Life Health and Safety Services support. A 5Star Response Agent is responsible for receiving, evaluating and prioritizing telephone (911 and non-emergency) and electronic requests for assistance and service. A successful Agent must be able to maintain composure, focus, and confidentiality, often in very high stress situations. Working under the direction of a qualified Supervisor, the Representative must adhere to defined protocols and process information rapidly with a high degree of accuracy to determine an appropriate course of action.
Receive emergency and non-emergency calls from customers and respond to them appropriately.
Monitors status of calls to ensure calls for service are expediently dispatched and processed within the framework of procedures and policies
Stays alert and ready to take action on all situations that may arise.
Notify agencies or services that can provide emergency and nonemergency assistance to the right address, communicating the appropriate urgency and importance of the situation.
Create accurate logs of all communications that have been undertaken for the purpose of assuring the general safety of customers.
Update and maintain confidential service and personal health data provided by customers.
Ensures all equipment in the Response Center is operational and reports any malfunctions to the Supervisor.
Attends and successfully completes required and authorized trainings to maintain Priority Dispatch Certification.
Research and resolve customer issues
Adhere to all Federal and State regulations as they pertain to the assigned program ? such as information security & privacy (i.e., CPNI, HIPPA, and FDA?s 501K Clearance issues).
Meet or exceed all performance indicators for the assigned responsibilities.
Demonstrate high standards of professionalism and integrity by consistently adhering to the Company?s Policies.
Performs additional tasks and related work as required.
Education: Minimum of High School Diploma and three (3) years relevant experience in customer service.
Minimum of three (3) years of customer service call center experience taking inbound calls from customers or two (2) years in an Emergency Dispatch role.
Ability to type a minimum of 30 wpm.
Prior certification or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire.
Additional relevant training in emergency communications, psychology or a closely related field.
Ability to maintain perspective and good judgment in high stress and life threatening situations.
Clarity of speech and hearing which permits the employee to communicate well with supervisors, emergency safety personnel, co-workers, and the general public in all situations by telephone and in person.
Ability to perform a wide variety of difficult communications and technical tasks with accuracy and speed under the pressure of time sensitive deadlines and in high stress emergency situations.
Prior Wireless or Telecommunications experience
Bilingual ? Spanish speakers a plus.
This position will normally spend long periods of time in a sitting position. He/she may use a computer, which would involve repetitive finger, hand and wrist motion and require being able to see the computer screen Other physical exertion could involve walking, climbing stairs, lifting (up to 10lbs), stretching and bending.
Sufficient manual dexterity which permits the employee to operate a computer keyboard and communications equipment in a rapid and efficient manner.
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||Carlsbad, CA |
THIS JOB HAS EXPIRED