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United States
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Personal Emergency Response Assoc. based in United States.
This role provides a critical first point of contact for elderly and medically at-risk individuals requesting assistance.
You will respond to incoming emergency and service alarms, assess each situation, and coordinate the appropriate response.
The position combines customer service, careful triage, accurate data management, and calm decision-making.
You will work within established protocols while providing compassionate and professional support to subscribers.
The role also involves troubleshooting service issues and completing follow-up activities to help maintain uninterrupted support.
Success requires empathy, composure, attention to detail, and the ability to manage calls efficiently in a structured environment.
This is a remote, third-shift opportunity scheduled Thursday through Sunday, from 12:00 AM to 10:30 AM EST.
Answer incoming emergency and service alarms, identify the assistance required, and coordinate timely responses with designated emergency or non-emergency responders.
Provide professional, compassionate, and courteous customer service throughout every subscriber interaction.
Triage calls according to established protocols and procedures while maintaining appropriate urgency and accuracy.
Process subscriber-requested information changes and accurately update records in the Mastermind data management system.
Complete off-phone responsibilities, including assigned callback queues, in accordance with established procedures.
Troubleshoot maintenance alarms and home communicator issues when applicable to help ensure subscriber services remain functional and uninterrupted.
Meet departmental standards for after-call work, average handle time, and case quality.
Maintain compliance with organizational and departmental policies, procedures, and service standards.
Complete required training within established timeframes and apply training consistently during daily operations.
Contribute to a productive, supportive, and caring work environment through professional and collaborative behavior.
High school diploma or GED required.
Previous call center or customer service experience.
Fluency in English with strong verbal communication skills.
Basic computer literacy and working knowledge of Microsoft Windows.
Professional, courteous, and clear telephone manner.
Strong compassion and empathy for elderly and medically at-risk individuals.
Ability to manage routine and repetitive tasks while maintaining accuracy and service quality at varying workloads.
Ability to remain calm, focused, and professional in stressful or urgent situations.
Strong attention to detail and ability to follow established protocols consistently.
Successful completion of required background and CORI checks.
For remote work, ability to maintain a quiet, distraction-free workspace with a private environment suitable for protecting confidential information.
Reliable internet access capable of supporting uninterrupted remote communications and work activities.
Full-time remote opportunity.
Four-day, 40-hour schedule: Thursday through Sunday.
Third-shift hours from 12:00 AM to 10:30 AM EST.
Opportunity to provide meaningful support to elderly and medically at-risk individuals.
Structured training and established protocols to support success in the role.
Professional environment focused on compassionate customer service and subscriber safety.