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 50years.

This position of Bilingual Customer Loyalty Rep 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.

Our Corporate headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA, with other offices across North America. Learn more at www.connectamerica.com

What You Will Do

To retain customers who are looking to cancel their Lifeline Service by using various loyalty/retention techniques and having strong persuasion skills.

Job Duties and Responsibilities

Retain customers who are considering cancelling their Lifeline service
Meet retention objective by using strong persuasion and customer service skills
Timely follow-up on retention voice mails, emails and retention letters same business day to address customer’s request for cancelling service
Maintain product knowledge
Obtain all pertinent customer information and process all required documentation, to ensure accuracy at the same time providing an excellent customer experience

Skills and Qualifications

Must be fluent in French and English (verbal and written)
Post-secondary education and/or equivalent related work experience preferred with 2 years of experience in business-to-consumer (B2C) sales in a high transaction environment
Work Experience – Minimum 1 year experience working in a sales environment
Demonstrated record of strong persuasion skills
Excellent verbal and written communication skills to communicate patiently, courteously, and professionally with our customers
Ability to plan, organize and establish priorities to meet goals and achieve results
Ability to work in a fast-paced customer sensitive environment
Driven, self-motivated and competitive
Result-oriented with a “go-getter” personality
Excellent rapport building telephone communication and negotiating skills
Strong organization, time management skills, and attention to detail
Ability to multi task – e.g. listen, talk and type
Team player and able to work autonomously
Technical Skills – Microsoft Office – Word, Excel, Outlook, with ability to navigate multiple applications

Normal working hours:

Must be flexible working any 8 hour shift between 8:00 am- 8:00 pm, and any 5 days Monday- Friday

Why join our team

Lifeline Canada provides a motivating environment with a passion for caring." Lifeline offers competitive bonus structure and benefits including Group Life Insurance, AD&D, Extended Healthcare, Dental, Income Protection Programs, Employee Assistance Program, Group RRSP, Pension, Education Assistance, and Employee Stock Purchase Plan.

Compensation 42,010k base, plus bonus + up to 15% bonus compensation paid quarterly.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If selected to participate in the recruitment process, please inform Human Resources (HRSupport@medicalalert.com) of any accommodation(s) that you may require to any materials or processes used to ensure your equal participation.

Bilingual Customer Loyalty Rep- REMOTE

Offer summary

Qualifications:

Key responsabilities:

Job description

Required profile

Experience

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