Call Center Representative

Job Title: Call Center Representative Created: February 2025

Department: Call Center

Weekly Hours: Dynamic scheduling of 8 hr. shifts 7 to 3, 3 to 11 at Call Center Locations

Reports to: Call Center Director

Non-exempt

Job Summary:

We are seeking a highly motivated and experienced Call Center Representative to join our enabling technology service team of dedicated care and support specialists. As a Call Center Representative, you will play a critical role in ensuring the delivery of high-quality, personalized care and support to individuals, particularly those who are aging and with intellectual and developmental disabilities. You will support individuals with activities of daily living and various health outcomes. You will assist in onboarding and maintaining client accounts while utilizing assistive technologies to promote independence and safety.

Ideal candidates will have a strong background and passion for supporting individuals with an empathetic approach to customer service. CCR should have a proactive approach to learning smart home technologies. This role involves managing confidential and time-sensitive material, requiring excellent communication and multitasking skills.

Essential Duties and Responsibilities:

Include, but are not limited to, the following:

• Perform all the duties of a Call Center Representative with the use of technology and sensor systems to support independence.
• Provide remote assistance across multiple locations to individuals living independently utilizing systems or technology.
• Manage onboarding of clients, ensuring the creation and maintenance of personalized support and technology plans to meet client needs.
• Observe alerts and exterior cameras at multiple locations to ensure the safety and well-being of persons supported while fostering privacy, independence, and dignity.
• Communicate closely with the Call Center Director, team members, and the client’s support circle regarding individual needs, concerns, and account issues as they arise.
• Function as an active member of the team with external stakeholders and the Circle of Support. Engage in group decision-making and collaboration.
• Handle confidential and time-sensitive material with professionalism.
• Complete all documentation related to enabling technology and support services promptly and accurately. Required documentation may include SHIFT notes for each interaction, incident reports, and mandated reporting requirements.
• Participate in monthly supervision meetings with direct supervisors as well as Call Center Team meetings.
• Provide exceptional call center support, ensuring issues are resolved efficiently.
• Demonstrate initiative and strive to continually improve processes and relationships.
• Follow all mandated guidelines for reportable events and maintain HIPAA compliance.
• May need to cover in person response teams if needed.
• Daily and monthly checklists

Qualifications/Requirements:

• Familiarity with CRM systems, Microsoft Office, and virtual meeting tools (e.g., Teams, Outlook).
• Strong ability to use and maneuver multiple computer applications and web browsers (e.g., Chrome, Edge).
• Punctuality, reliability, and meticulous attention to detail.
• Excellent written and verbal communication skills.
• Motivated to learn about and work with smart home technologies.
• Ability to multi-task in a fast-paced environment while staying calm in emergencies.
• Demonstrates patience, empathy, and understanding, particularly with individuals with differing abilities.
• Positive attitude, adaptability, and willingness to learn.
• Strong problem-solving ability and critical thinking skills.
• Practice person-centered thinking and maintain a service-oriented mindset.

Education/Experience:

• High School Diploma or GED equivalent (minimum).
• Bachelor’s degree in a management-related area or management experience is preferred.
• Valid driver’s license and ability to pass an FBI background check.
• Obtain and maintain SHIFT credentialing as ET-Certified or ETIS within time allotted at the discretion of the Supervisor.
• Obtain and maintain Positive Behavior supports training and mandated reporting.
• Experience supporting aging populations, individuals with disabilities, and/or mental health needs is preferred.

Professional Development/Training Offered:

• Certification in CPR/First Aid prior to working any single coverage shifts
• Safety Care Training
• Simply Home training
• SHIFT training
• Minimum of 20 hours of training (both live and online) annually, as assigned by supervisor

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Application Question(s):

• Are you able to commute to Plymouth?

License/Certification:

• Driver's License (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person

Salary : $20 - $24