Bilingual Personal Response Associate - REMOTE

About Connect America

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 50 years.

Role overview

This position of Bilingual Personal Response Associate (français/anglais) will be an integral role within our Lifeline Canada business. Since 1974, more than 700,000 Canadian subscribers have benefitted from Lifeline. 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. We help 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.

Our headquarters are located near Philadelphia, in Bala Cynwyd, PA, with other offices across North America. Learn more at www.connectamerica.com.

Job details

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 remote classes and job-shadowing, Monday - Friday 11:00 am -7:00 pm for 3-4 weeks (including 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).

Pay rate: $20-$21 hourly

Workplace: Remote

Benefits

Benefits: Dental Care, Extended health care, Life Insurance after 3 months

Bilingualism: French/English (verbal and written)

Responsibilities

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 precision
• Providing exceptional customer service showing compassion and care
• Meeting daily performance targets
• Completing daily tasks and participating in ad-hoc activities assigned by Team Leads

Our team

You are part of the team that provides the best customer service in French and English, with a positive and friendly attitude and accurate information to our 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 quality of life for subscribers across North America.

Qualifications

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
• Experience managing multiple priorities (handling phone calls while on the computer and navigating through a variety of computer applications)
• Knowledge of Windows applications and ability to learn new systems & software quickly
• Demonstrated proficiency in oral and written communication with fast and accurate typing
• Excellent problem-solving skills and attention to detail
• Ability to work independently in a fast-paced environment
• Wired High-Speed Internet Connection Download Speed 50 Mbps (minimum)

Accommodation