OnStar Emergency Advisor Job in Concentrix

Concentrix, 10101 Claude Freeman Drive, Charlotte, NC 28262, Openings : 1, Experience : Not Specified
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Job Description :

As a Concentrix Employee, the OnStar Emergency Advisor are the corner stone of the essential services offered to our members experiencing an emergency crisis across North America.

Different by Nature, Concentrix By Choice


  • A diverse, global organization full of intelligent, friendly people to bounce ideas off,

learn from and grow with

  • Endless career opportunities and clear paths for career development
  • Pay Rate of $17.00
  • A competitive salary
  • Inclusive perks and benefits
  • Opportunity for monthly performance incentives
  • Great cafeteria, Fitness center, Store on site, free parking on-site and transit accessible location, and Group discounts and perks ranging from electronics to travel.
  • Home of the Panthers NFL, Bobcats NBA, NASCAR Hall of Fame, Whitewater center and Carowinds


Think about making a check list with all of the things that would make you feel good at

work. Does your check list have meeting new people on it? How about being recognized

and rewarded for doing great things? Maybe you pictured a place where you could have

all of these things while making a positive difference in people’s day. If so, Concentrix is

a great place for you. Every day we spread positivity through others lives through

compassionate customer interactions and genuine problem solving with a human touch.

Doing right by people is in our DNA because we believe a desire to be treated with care

and respect is a universal part of the human experience. This philosophy drives

everything we do and creates the framework for how we treat our customers and our


No matter your background or your years of experience, getting started or establishing

your career path might seem challenging, but often the answer is much simpler than

you think. We are looking for customer service experts to:

This role is the perfect opportunity for someone considering a career in Emergency

services in the call center environment.


Your passion for doing good for other people will help you bond with your customers

and your team. You will actively listen and troubleshoot to provide a great customer

experience. Your attention to detail, ability to think outside the box, excellent

communication, and passion will help you excel in this role.


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.

  • 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)


  • 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


  • 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


If you find yourself smiling right now and this feels like the perfect next step in

your career, we want to hear from you! Apply today and find out why 270,000+ people

around the globe choose to call Concentrix home.

Concentrix is an award-winning global CX solutions company who creates amazing

experiences for the world’s best brands and their customers. We’re an ambitious team

of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving

complex problems.

All qualified applicants will receive consideration for employment without regard to race,

color, religion, sex, sexual orientation, gender identity, national origin, disability, or

status as a protected veteran.

Learn more:

Concentrix?on Facebook |?Concentrix on Instagram |?www.concentrix.com

The above statements are intended to describe the general nature and level of work being performed by individuals

assigned to this position. These are not intended to be a comprehensive list of all responsibilities, duties, skills, or working conditions.


USA, Charlotte, NC

Language Requirements:

Time Type:

Full time2020-12-31-08:00

Please Note: Job cannot be performed in the state of Colorado, USA.

Work Remotely

  • No

Job Type: Full-time

Pay: $17.00 per hour


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program
  • Vision insurance


  • 10 hour shift
  • 8 hour shift

Supplemental Pay:

  • Bonus pay

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.


  • High school or equivalent (Preferred)


  • Drivers License (Preferred)
  • Paramedic License (Preferred)
  • EMT Certification (Preferred)

Shift availability:

  • Day Shift (Preferred)
  • Night Shift (Preferred)
  • Overnight Shift (Preferred)

Work Location: One location

Last Date For Apply: 23/Mar/2022 12:03:16 Job Type : Full Time, Employment Type : Apply Here