About the Company

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver 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.

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

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 headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

Purpose

The purpose of the GSD Customer Service Representative role is to provide world-class customer service to customers, including Subscribers, Caregivers, Payers, Programs, Installers, Referral Sources and to internal Lifeline departments.

Job Duties and Responsibilities

• Includes all duties of the Customer Service Representative

• Take incoming telephone calls from elderly and medically-at-risk individuals and triage their needs with designated responders (non-emergency and emergency), in order to obtain the appropriate level of required assistance in a timely manner

• Respond to phone, mail, electronic, and fax inquiries, requests, compliments, and complaints from Lifeline’s subscribers and key accounts and from Lifeline’s internal departments by taking full ownership of problem until fully resolved to customer’s satisfaction

• Conduct activities ranging from administrative, phone support, and data processing tasks as required, to support the full complement of Lifeline’s service offerings

• May actively sell Lifeline services or resell Lifeline’s service(s) to customers

• Special Projects, such as tracking and trending and recommending improvements

• Responds to first tier escalation

• Relationship management

• Demonstrate proficiency in oral and written communication skills, including grammar and spelling.

• Excellent service etiquette

• Ability to navigate through a variety of computer applications

• Ability to work in a fast-paced, changing, and challenging environment

• Good problem-solving skills and attention to detail

• Ability to work independently

• Ability to analyze problems and propose innovation (solutions) and implement solutions

Skills and Qualifications

• High School Diploma or GED (required)

• Previous experience within call center (a plus)

• Fluency in Spanish (a plus, not required)

• 3 – 5 years of related experience, in Customer Service preferably in Lifeline

• Experience managing multiple priorities

• Must be proficient in English. Additional languages a plus

• Positive response to improvement

Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.