• Customer Service Rep - Technical Support (PART TIME)

    Location US-PA-Bala Cynwyd
    Job ID 2018-1281
  • Overview

    Connect America is the largest independent provider of medical alarms.   The Company is the largest provider in the Consumer segment and the fastest growing provider in the Healthcare segment offering a broad range of at home or on-the-go medical alarm and tele-health solutions to consumers, hospitals, home healthcare agencies, and healthcare professionals nationwide.  All Connect America medical alarms are sold nationwide, and protect customers 24 hours a day, 7 days a week. The Company is headquartered just outside Philadelphia, Pennsylvania in Bala Cynwyd, Pennsylvania and operates a sales center in Glen Mills, Pennsylvania.   Connect America is a leading marketer in the industry under the brand Medical Alert.  


    Connect America is seeking a part time Technical Level 1 Representatives to join the team in our Bala Cynwyd office to assist both new and current customers, and provide a high-level of customer service to protect our customer’s well-being. The weekly scheduled hours will be Saturday or Sunday 9:00am – 5:30pm and Monday through Thursday 9:00am – 2:00pm.  The hourly rate is $14. Some agents make up to an additional $300 per week in commissions. 


    Apply today to join our team of professionals!


    As a Technical Level 1 Representative at Connect America on weekend support, you will assist new and current customers, providing safety assistance and solutions for aging Americans and their loved ones.  You will be expected to provide outstanding customer service to our customers, handling their needs and concerns with professionalism, compassion and understanding. As a Technical Level 1 Representative, you get to hear the satisfaction from your customer after you've been able to help them get the most out of their products and services.


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

    Start Date: January 7th


    • Review the customer’s Technical information, answer questions on various Technical issues, and process payments for the customer.
    • Effectively manage large amounts of incoming calls (up to 100 per day)
    • Patiently answer any and all questions of customers regarding the use of the Personal Emergency Response Systems and Mobile Alert Devices
    • Troubleshoot with subscribers any connection issues or other issues as they arise
    • Accept and order replacement and additional equipment for subscribers
    • Accurately enter customer data including address, instruction and call list account changes
    • Uses Case Management system to provide information to update customer interaction and review previous customer case notes
    • Utilizes effective probing and listening skills to generate opportunities for the company and solutions for the customer.
    • Resolves customer problems promptly and accurately in a manner that will retain promote customer loyalty and retention
    • Takes personal ownership for meeting established individual and team metrics
    • Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
    • Other duties as assigned by Supervisor


    • High school diploma required. Associate or Technical degree plus two years’ experience working in a customer contact center preferred.
    • Proficient use of PC software applications, including Microsoft Office suite of products.
    • Excellent verbal and written communication skills.
    • Displays commitment to quality service through appropriate follow through, urgency and persistence.
    • Ability to work on multiple projects simultaneously and adapt to changing priorities
    • Good time management and planning skills
    • Able to meet multiple project deadlines while maintaining accuracy and demonstrate good attention to detail
    • Desire to learn, grow and have fun while delivering high quality work
    • Must be a detail-oriented quick learner
    • Effectively handle a large volume of work and be flexible and receptive to changing priorities
    • Comfortable taking initiative, being self-sufficient and resourceful


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