Customer Care Representative - Team Lead

About the Company

• For over 40 years, LifeFone has given people immediate access to compassionate, specially trained Emergency Care Specialists, 24/7. At the push of a button, we help subscribers stay independent and live with confidence, and we're highly recommended by hospitals, home health providers, and geriatric care managers across North America.

About the Role

• We're looking for someone patient, clear, and genuinely invested in helping people. You'll be a direct line of support for our members and their families.
• Must be a permanent NY resident. Must be legally authorized to work in the U.S. without current or future sponsorship.

Responsibilities

• Handle inbound calls from members and caregivers regarding orders, devices, billing, and account services.
• Walk members through troubleshooting and using their LifeFone device or account portal.
• Stay current on LifeFone's products, plans, and billing practices so every answer is accurate.
• Update accounts and document every interaction thoroughly.
• Calmly de-escalate concerns, dig into the root issue, and find real solutions.
• Represent the LifeFone brand with warmth and professionalism; identify opportunities to introduce members to services that fit their needs.
• Work collaboratively with your team to keep raising the bar on member experience.
• Meet individual and team performance goals.

Qualifications

• 2+ years in a call center or member/customer-facing role preferred
• High school diploma required; associate's or bachelor's degree a plus
• Comfortable multitasking across systems while staying present with the caller
• Strong active listening skills
• Organized, dependable, clear communicator

Compensation & Benefits

• Health, Dental & Vision
• Paid Time Off & Holidays
• 401(k)

Equal Opportunity Statement

LifeFone is an equal opportunity employer and does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected status.