Bilingual Personal Response Associate- REMOTE

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 50 years.

This position of Bilingual Personal Response Associate will be an integral role within our Lifeline Canada business.  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 50 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.     

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

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 and English in a positive & friendly manner 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 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 or relevant experience 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