Customer Service Project Specialist - REMOTE

Connect America and our family of brands, including Lifeline Canada, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. 

This temporary position of Customer Service Project Specialist will be an integral role within our Lifeline Canada business. Since 1974, more than 700,000 Canadian subscribers have benefitted from Lifeline. Today, our range of medical alert services provides patients with access to help at home or on the go.  Only Lifeline offers AutoAlert, the most widely adopted automatic fall detection technology on the market today, and an excellent choice for those with a history, risk, or fear of falling.  Our commitment to service delivery and the people behind the Lifeline name makes us stand apart.  Lifeline is also the only medical alarm service integrated with the Canadian healthcare system. Through partnerships with hospitals, healthcare agencies, and senior living residences. Lifeline is available to communities across the country.  

 At Lifeline Canada, we aim to support our growing senior population, and their goals to age in place. The Lifeline service plays an important role in the transition from hospital to home to support independent at-risk seniors, as well as patients with chronic conditions.  For more than 45 years, we have helped families support their loved ones so they can live more confidently at home knowing help is available at the push of a waterproof button, 24 hours a day.  Our highly trained and caring Response Associates make this possible – whether it’s emergency services, a family member, or a neighbor. With its Canadian head office in Toronto and two national Response Centres, Lifeline is the country’s leading medical alert service.   

Connect America, as North America’s largest independent provider of connected care, delivers 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. 

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, collaboratively developing customer solutions. 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 Corporate headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA, with other offices across North America. Learn more at www.connectamerica.com.

Purpose

The Customer Service Project Specialist is responsible for following up with customers to ensure a smooth and efficient process for replacing their 3G devices. This role involves coordinating the delivery of replacement devices, addressing customer inquiries, and troubleshooting any issues to ensure minimal disruption to service. The specialist aims to provide a positive customer experience throughout the replacement process. 

Working Hours:  between the hours 9 am to 9 pm, all week (weekends included). You must be flexible working any 8 hours shift within 5 consecutive days.

Workplace: REMOTE

Bilingualism: French/English

Hourly Pay: $20.00

Temp Contract: 4months (with possible extension)

You are responsible for: 

• Respond to calls in a professional and timely manner; calls are from subscribers who received a new 4G device.
• Complete an avg. of 30 calls daily.
• Call quality reviewed 4 times per month per associate with an avg. of 85%   
• Perform troubleshooting techniques with customers to ensure equipment is functioning properly and adhering to all quality standards. 
• Diagnosis situation whether the issue is Lifeline or non-Lifeline related.  
• Ensure appropriate protocols are followed quickly and accurately based on an assessment of the situation and/or based on protocols listed in the subscriber’s file  
• Request contacting responders/family to assist with troubleshooting or offer service in response to any issues the subscriber may be experiencing. 
• Follow up on service jobs, contacting HSR’s of service needed for client. 
• Other duties as assigned. 

You are a part of:

You are joining a professional, dedicated, and passionate team who are Working Together for a Better Tomorrow. We are at the forefront of the Healthcare industry by providing the ability to diagnose confidently, improve care, and increase the quality of life for Subscribers across North America.

To succeed in this role, you should have the following skills and experience:

• High School Diploma
• Must be fluent in French and English (verbal and written)
• 1-3 years of call center and/or customer service experience 
• Windows 2000 Platform, E-mail, Microsoft Office, Qwerty keyboard knowledge  
• Must be fluent in English (Written and Verbal) 
• Excellent communication skills (both verbal and written)  
• Must be flexible working in the evenings and on weekends. 
• Drive for Results Good organizational skills to manage multiple priorities. 
• Interpersonal Savvy - Builds appropriate rapport; uses tact & diplomacy; can defuse high-tension situations comfortably. 
• Compassion - Genuinely cares about people; available & ready to help; demonstrates real empathy.
• Customer Focus - Dedicated to meeting expectations and requirements of internal & external customers; acts with customers in mind. 
• Composure - Cool under pressure; can handle stress; doesn’t show frustration when resisted or blocked. 
• Listening - Practices attentive and active listening; has the patience to hear people out. 
• Patience - Is tolerant with people and processes; listens and checks before acting. 
• Exceptional customer service skills 
• Accurate typing skills – minimum 30 words per minute 
• Flexible  
• Ability to communicate and collaborate as a team player. 
• Ability to make decisions quickly and independently.  
• Demonstrates ability to execute accurate help needed.
• Receptive to feedback and coachable   

Accommodations are available on request for candidates taking part in all aspects of the selection process. If selected to participate in the recruitment process, please inform Human Resources (HRSupport@medicalalert.com) of any accommodation(s) that you may require to any materials or processes used to ensure your equal participation.