Customer Care Specialist

At Medical Guardian, we empower our customers to live a life without limits. We do this by offering best-in-class service for customers who own our medical alert devices. As a Customer Care Specialist, you will play a critical role by working directly with our customers and their loved ones. We guide them through product activations, troubleshooting, billing, and much more. We do this within a supportive and friendly team environment, which reflects Medical Guardian’s award-winning company culture.  

This role offers our customers peace of mind, security, and confidence, and sometimes your work will save lives. Because of this, we take pride in helping to protect our customers, and we are dedicated to the Medical Guardian mission. If this sounds like the right fit for you, please read on to learn more.  

Compensation:

• $17 per hour

For this role:

• We are seeking experienced customer service professionals and those who are caring and compassionate to join our team.  
• Equipment is provided. 
• Permanent residency in one of the following states is required: AZ, NV, DE, FL, GA, KY, MA, MD, MI, NJ, NY, OH, PA, SC, ID, IL, NC, CO, TN, WV, and TX only.

Start Date: MONDAY, JUNE 3rd

• Paid Time Off available after 60 days. Please commit to perfect attendance during the first 60 days. 
• A dedicated private workspace with appropriate internet speed to effectively work from a home setting is required for this role. 

Key Duties and Responsibilities: 

• Answer incoming telephone calls from customers and/or caregivers needing assistance with their order, product, billing and/or other account services. 
• Guide callers through troubleshooting, navigating the company site or effectively using the products or services. 
• Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the customer is accurate and complete. 
• Perform account updates as needed and thoroughly document conversations to keep customer records complete and current. 

• De-escalate situations involving dissatisfied customers; research issues and offer solutions to resolve problems. 
• Be a company brand ambassador, promoting the value of additional products and services during service calls. 
• This includes selling add-ons to existing customers.
• Display positive attitude while communicating with all internal and external customers; collaborate with team members to improve the customer experience. 
• Meet personal/team qualitative and quantitative performance objectives.  
• Perform other duties and responsibilities as assigned. 

Requirements

Desired Experience: 

• 2+ years previous customer service call center or customer-facing experience desired 

Required Skills: 

• Associate or bachelor’s degree (preferred); high school diploma required 
• Computer proficient with the ability to multi-task 
• Professional, enthusiastic and kind with a passion for serving 
• Effective active listening skills with ability to probe to ensure appropriate resolution 
• Strong communication, organization and time-management skills 

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation & Public Holidays)
• Short Term & Long Term Disability
• Retirement Plan (401k)