About The Position
At VRI, our Care Center Representatives respond to alerts to provide comfort, support, and peace of mind to individuals and families across the country during critical moments. This is a meaningful role where you can make a real impact. The role involves answering incoming emergency and non-emergency calls, monitoring medical alerts, providing customer support, and managing sensitive information. The position requires the ability to talk and type simultaneously while navigating multiple systems and successfully completing new hire training.
Requirements
- Exceptional customer service and interpersonal skills.
- Strong oral and written communication abilities.
- Ability to remain calm and empathetic in high-pressure situations.
- A self-motivated attitude with the ability to work independently and collaboratively.
- Proficient typing skills (35 WPM).
- Ability to toggle between multiple screens and systems efficiently.
- Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
- High School Diploma or GED required.
- 0–1 year of customer service experience, preferably in a contact center or healthcare settings.
- Willingness to work weekends, overtime, and flexible hours as needed.
- Minimum internet speeds of 50Mbps download and 25Mbps upload required.
- Must live in Alabama, Arkansas, Florida, Georgia, Indiana, Idaho, Iowa, Kansas, Kentucky, Louisiana, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, Wyoming.
Nice To Haves
- Familiarity with customer service software and CRM systems.
Responsibilities
- Answer incoming emergency and non-emergency calls, following protocols to determine priorities and dispatch responses accordingly.
- Provide compassionate customer support using scripted and non-scripted responses.
- Monitor a high volume of medical alerts and alarms, offering genuine care during potentially stressful situations.
- Record call details, dispatches, and messages into a database in real-time while maintaining focus and accuracy.
- Communicate with empathy, respect, and patience to ensure a positive experience for our members.
- Verify and update customer information in the system to ensure records are accurate.
- Troubleshoot alarm systems and report issues to ensure timely maintenance.
- Proactively inquire about and recommend preventative healthcare services to members.
- Manage access to highly sensitive materials and maintain strict confidentiality.
- Talk and type simultaneously while navigating multiple screens and systems efficiently.
- Successfully complete new hire training and pass all required compliance testing.
- Perform other duties as assigned.
Benefits
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post --Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
