OnStar Emergency Advisor (Charlotte, NC)

Careers

OnStar Emergency Advisor (Charlotte, NC)

Emergency Agent Position Description

The physical, mental and emotional safety of our call takers is paramount. Our Emergency advisors are the corner stone of the essential services offered to our members experiencing an emergency crisis across North America. 

The Emergency Advisor is responsible for safe, efficient, effective and high-quality handling of emergency calls from vehicle, mobile, landline, smart device and other platforms.  Handling the emergency call may include triaging the situation, determining and taking actions needed, coordinating with appropriate public safety agency, performing Emergency Medical Dispatch (EMD) and contacting/conferencing third parties.  The Emergency Advisor is a vital component in the broader public safety chain.

Position Specific Requirements

Agents being considered for the Emergency line of business must meet the following specific requirements.

Skills / Experience Required

  • Strong desire to help others through public service
  • Experience working in a high-pressure / high-volume call center
  • Exceeds expectations while providing the highest level of customer service to our members and public safety partners
  • Has the ability to stay focused on the customer despite distractions
  • Ability to use judgement, tact and initiative when dealing with callers and staff
  • Handle stressful and emotionally charged situations while maintaining a high level of customer service
  • Ability to maintain emotional control, honesty and productivity
  • In high-stress situations, remains calm and can be assertive when necessary
  • Map interpretation skills (reading/directional interpretation North, South, East, West)
  • Knowledge of Canadian and US geography at a high-level including knowledge of landmarks, bridges, bodies of water an asset
  • Can quickly and accurately summarize / paraphrase information that is heard
  • Excellent interpersonal skills and ability to work collaboratively with all members of the team and ECC’s (Emergency Communications Centers)
  • Previous experience in Emergency Services an asset
  • Highly proficient in multi-tasking in a busy environment

Communication Skills

  • Effective professional communication skills both verbal and written
  • Avoids use of slang
  • Effective conflict resolution and active listening
  • Meet spelling, grammar and comprehension requirements demonstrated through pre-employment testing (CritiCall)
  • Appropriate call handling etiquette

Adapts with Change

  • Adaptable to change and is always looking for new learning experiences
  • Has the capacity to learn quickly and grasp new concepts while demonstrating the ability to apply what has been learned

Problem Solving and Decision Making

  • Is creative in problem resolution
  • Demonstrates the ability to think “out of the box”
  • Uses sound judgement when making decisions

Technical Skill

  • Proficient use of computers including Microsoft Office Products
  • Ability to manage multiple screens at once
  • Ability to manage multiple telephone/chat/texting/Impaired hearing communication channels at once with ease and confidence
  • Ability to type a minimum of 44-60 words per minute with high accuracy

Customer Focused

  • Understands the importance and meaning of quality service
  • Consistently demonstrates Best In Class service possible in accordance with OnStar goals/brands
  • Establishes rapport while demonstrating care and compassion through call control in Emergency situations
  • Displays empathy and concern on every call

Flexibility Required

  • Willing to work a flexible work schedule including holidays/weekends (possibly rotating shift schedule including mornings/afternoon/evening start times)
  • Shifts offered may include 4 days 10hr shifts, 5 days 8hrs shifts
  • Must be able to commit to onboarding training schedule (i.e 8+ weeks)
  • Possesses reliable transportation
  • Role is considered an Essential Service which requires willingness to continue working safely during environmental/social disruptions (i.e. inclement weather disruptions, Pandemic)
  • Ability to work Remotely with minimal distractions if required

Education

  • High School diploma minimum
  • College 911 Communications/Public Safety Diploma or Course an asset
  • Police, Fire, Paramedic programs considered an asset
  • Certification through International Academy of Emergency Dispatch (IAED) including Emergency Medical Dispatch (EMD)/Emergency Police Dispatch (EPD)/ Emergency Fire Dispatch (EFD) an asset
  • CPR Certification an asset
  • Emergency Service volunteer experience an asset

Languages

  • Fluent in English both orally and in writing
  • French/English or Spanish English bilingual (orally and written) a definite asset

Successful Candidates

  • Must pass all phases of the interviewing process, testing and all onboarding training requirements
  • Required to complete all ongoing training requirements for continuous education

Salary and Benefits

  • $17.00/hr. USD + potential to earn an extra $1,500 per month in incentives and overtime
  • Health Care, Eye and Dental benefits after probationary period
  • DCPP program with Company matching funds available after probationary period
  • Paid IAED and CPR certification/re-certification and training

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

COVID-19 Considerations

All health practices and guidelines have been put in place for your general health and safety. Masks will be given on site, and temperatures will be taken each time you enter the building. Sanitizer stations are in all high traffic areas. 

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.