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 Bilingual 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 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 respond to telephone inquiries from members of the public, programs and referral partners to provide them with complete and accurate information about Lifeline. The Customer Care Representative is the primary point of contact between the business and all our customers. This position holder will assess the needs of the customer and provide First Call Resolution service to each customer.

**You are responsible for**:

- Answering telephone inquiries/concerns about the Lifeline service/product
- Promoting and up-selling Lifeline services directly to customers
- Providing troubleshooting information
- Reporting, documenting and analyzing customers' information and needs
- Providing First Call Resolution service to each call offered
- Tracking, following-up and resolving customer’s outstanding issues in a timely fashion
- Analyzing customer complaints and providing appropriate corrective actions
- Serving as liaison between customer support team, management and customer to improve customer service and business productivity
- Ensuring to provide excellent customer service through phone timely and accurate manner
- Referring customers to the appropriate Lifeline program in their area
- Arranging for home service representative’s visits for customers
- Processing service and installation requests and ensure services completed in a timely and professional manner
- Providing costs for Lifeline services (including units, accessories, etc.)
- Processing orders for units and services
- Providing back-up telephone messaging services to BMSG’s and other Lifeline programs
- Providing back-up reception service
- Providing back-up assistance to the response center
- Supporting order management process
- Performing data entry (cancellations, service requests, subscriber profile changes), as required
- Demonstrating initiative for continuous improvements by suggesting process improvements

**You are a part of**

You are joining a professional, dedicated and passionate team who are Working Together for a Better Tomorrow. We are at the forefront of the Healthcare industry by 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 follo