Customer Care Representative

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 position of Customer Care representative 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 make 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, our aim is 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, 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 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.

In this role, you have the opportunity to

Deliver personalized and professional inbound customer service in French and English critical to the safety of our Lifeline subscribers.

Training:Combination of in-class and job-shadowing Monday - Friday 9:00 am -5:00 pm for one week at a time, duration of 5-6months (plus mentor training/job shadowing)

Working Hours: 8-hour EVENING SHIFT: 2:00 PM EST - 12:00 AM EST, scheduled 5 days a week (including weekends) outside of training weeks

Workplace: Remote

Bilingualism: French/English (ONLY)

You are responsible for

• Answer telephone inquiries/concerns about the Lifeline service/product
• Promote and upsell Lifeline services directly to customers
• Provide troubleshooting information
• Provides support for both general and escalation inquiries from existing subscribers
• Analyze customer complaints and provide appropriate corrective actions
• Provide First Call Resolution service to each call offered
• Track, follow up and resolve customer’s outstanding issues in a timely fashion
• Ensure to provide excellent customer service by phone timely and accurate manner
• Provide backup assistance to the response center
• Perform data entry (service requests, subscriber profile changes), as required
• Other duties as assigned

You are a part of

This team provides the best customer service in French and English with a positive & friendly attitude and accurate information to our Lifeline Subscribers.

You will be joining professional, dedicated, and passionate team members who are Working Together for a Better Tomorrow. We are at the forefront of the Healthcare industry 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 or GED is required
• Must be fluent in French and English (verbal and written)
• Min 2 years of call center/customer service experience preferred
• Experience managing multiple priorities (handling phone calls while on the computer and navigating through a variety of computer applications)
• Knowledge of Windows applications and ability to learn new systems & software quickly
• Demonstrated proficiency in oral and written communication with fast and accurate typing
• Excellent problem-solving skills and attention to detail
• Ability to work independently in a fast-paced environment
• 50 High-Speed internet (50MB or greater) mandatory