Personal Response Associate

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 Personal Response Associate 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 provide 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 neighbour. 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.

**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 (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).

**Workplace**: Remote

**Bilingualism**: French/English (ONLY)

**You are responsible for**
- Communicating with customers in an inbound and outbound capacity with care and urgency
- Assessing and prioritizing customer needs (emergency vs non-emergency) and following appropriate procedures
- Troubleshooting Lifeline equipment issues by conducting daily test calls with customers
- Writing and updating incident reports and customer files with accuracy and procession
- Providing exceptional customer service showing compassion and care
- Meeting daily performance targets
- Completing daily tasks and participate in ad-hoc activities assigned by Team Leads

**You are a part of**

This team provides the best customer service in French, English and Cantonese with positive & friendly attitude and accurate information to our Philips 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
- Demonstrated proficiency in oral and written communication with fast and accurate typing
- Excellent problem-solving skills and attention to details
- Ability to work independently in a fast-paced environment
- Wired High-Speed Internet Connection
- Download Speed 20 Mbps (minimum) Not sure? Test your speed at speedtest.net