Careers at GreatCall

Join caring, smart & collaborative people you can count on.

Who is GreatCall?

Since its founding in 2006, San Diego-based GreatCall, Inc. has become the nationwide leader in wireless health and safety services for older consumers; helping keep seniors active, independent, and connected to their families. Through rapid innovation focused on helping seniors, GreatCall has expanded Jitterbug to become a mobile health platform that provides customers with access to nurses, doctors, emergency concierge (PERS), medication adherence programs, clinically proven brain games to improve mental acuity, wellness coaching, and much more. As a leader in simple design that considers the effects of aging, GreatCall has delivered these services in an easy-to-use platform that sits in the palm of your hand. GreatCall has followed up on the success of Jitterbug by launching 5star, one of the first mobile medical alarms, and by creating a suite of apps for Android and iPhone that help older consumers. GreatCall’s Urgent Care app has regularly been the #1 medical app in the Apple App Store. GreatCall’s relentless commitment to helping seniors has allowed the company to grow from startup to hundreds of employees in less than 7 years.

GreatCall Products

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Customer Care

Customer Service

The Customer Service team is dedicated to delivering a superior service experience and enhanced product value to each of our customers on a daily basis. The team offers 24/7 services assistance on a wide range of issues from general billing, product and service sales, and specialized service support. In alignment with our company’s core values, we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, promoting controlled growth, and identifying cost saving measures.

5Star

The 5Star Response Center is dedicated to delivering a superior service experience to each of our subscribers, supporting both emergency and non-emergency calls. The team offers 24/7 support for a variety of service needs ranging from emergency response to account maintenance and support.

Technical Support

The Technical Support Department is dedicated to delivering a superior service experience to each of our customers, whether external or internal. This team is responsible for supporting our agents and customers by providing technical support and troubleshooting to resolve issues. This includes responding to high volumes of inbound customer inquiries regarding our handsets, devices, services and products.

Finance

FP&A

The Financial Planning & Analysis (FP&A) team is responsible for all aspects of financial analysis, budgeting/forecasting, variance analysis, and financial reporting. By collaborating with other departments within the company, the FP&A team addresses the budget, monthly forecast and other reporting/analysis needs helping the company gain an in depth knowledge of the GreatCall business and its customers. The team also ensures accuracy through the corporate control environment and assists in the completion of financial audits.

Financial Services

The Financial Services team is a high energy and dynamic group focused on supporting the growth and well-being of the organization through the application of superior analytical and service skills. Using these skills along with well-defined expectations and goals, metric tracking, and employee empowerment, we strive to reduce loss through customer education, fraud detection and mitigation, timely resolution of customer disputes and inquiries, and collection of past due debt.

Financial Processing

The Financial Processing team is responsible for providing support in functional areas of Financial Processing including data gathering, analysis, and reporting as required by management. The team plays a critical role in providing refunds and credits and deals heavily in the support of our refund management process.

Human Resources

Training & Quality Assurance

The Training & QA Team empowers our employees to deliver exceptional service on a daily basis. We do this by creating, managing, and training the GreatCall culture across the organization. We translate our company’s vision into applicable knowledge and actionable behaviors that are consistent and aligned for all of our business partners. We reinforce the knowledge and behaviors through our ongoing call monitoring and analysis, which helps us find opportunities to improve our training performance. Our ongoing support, coaching and development offers empowerment that leads to job satisfaction, a team orientation and greater pride in our organization.

Human Resources

Our HR team is comprised of experts in employee relations, organizational development, payroll, benefits, wellness programming and talent acquisition. As a team, we strive to advocate for our employees, support leadership, create and maintain policies and procedures, and foster communication. We know our business, we understand how our people contribute to it and we work hard to make this a great place to work. Our team is smart, collaborative and caring, and we provide excellent service to employees and leadership.

IT Operations

Desktop Support

Responsible for providing front line technical customer support for internal employees as related to the procurement and configuration of all corporate desktops and laptops as well as all installed applications such as Windows 7, Microsoft Office 2010 applications, Adobe products, telephony software and any other internal developed applications.

Application Operations

Responsible for deployment and support for all public facing and internal web applications and services. This group also supports various messaging and database server technologies and work closely with the development teams on new products and services.

Telecom

Responsible for telephony infrastructure for the company including call routing for all call centers, Toll Free number management and call statistics/reporting needs for various departments. This group will also work closely with hosted vendors, marketing and sales departments to support various initiatives.

Systems Administration

Responsible for providing strategic and tactical support for datacenter and call center systems infrastructure. This group also works with other members of the IT team on projects supporting Microsoft technologies such as Active Directory 2003/2008, and other Microsoft applications such as Exchange 2010, SQL 2005/2008/2012, IIS, SharePoint, and Office 2007/2010 Applications. Other technologies include SAN, backup and virtualization.

Network Security

Responsible for ensuring and enforcing best network performance and standards on the current environment and the design and deployment of new services. The group will be identifying areas for network enhancements, optimization and performance, and will also assist in the identification of potential security threats, responding to security violations, and assisting in root cause analysis of incidents.

Marketing

Direct Sales

The Direct Sales team is a 100% inbound sales environment in which the calls are generated by direct response media. The sales team converts calls using a consultative, needs-based sales process that is focused on making appropriate recommendations for products, rate plans and value added services with full disclosure to the customer. Direct Sales is an exciting, fast-paced environment in which our agents and leadership team have an opportunity to compete for competitive commissions and contest prizes on a regular basis.

Retail Sales

The Retail Sales department is comprised of Sales Development; Sales Operations and Field Sales Support members for the combined purpose of generating profitable revenues (meet channel sales targets, stay within budget confines) by winning new business, maintaining and growing existing business. The team regularly solicits other departments support and expertise as needed and is responsible to maintain an effective in store condition that’s in accordance with the company’s current brand messaging guidelines.

Media Marketing

The Media Marketing team is responsible for the strategy and placement of all media to acquire new GreatCall customers and support the growth of the GreatCall brand. This includes, but is not limited to, offline media (television, print, radio, direct mail), digital media (paid search, display, social, SEO) and mobile app media and marketing. This team is also responsible for the calls and sales forecast as a result of the media placed and the budget maintenance for all offline media. This team works very closely with other teams in the marketing department as well as the organization including, but not limited to, sales, finance, reporting services, project management and operations.

Marketing & Branding

The Branding and Advertising team is responsible for the strategy and execution of all traditional and non-traditional customer facing communications programs to support the growth of the GreatCall brand and its products and services, as well as critical communications to customer-facing partners. This includes, but is not limited to television, print, radio, direct mail, collateral materials, retail point-of-purchase, public relations support, trade and event marketing, and general branding initiatives as well as coordination of all branding and advertising initiatives with digital advertising and GreatCall.com.

Systems Development

Software Engineering

The Software Engineering team operates in a tight-knit, collaborative environment. IT, Systems Development, Product Management, Customer Care, Marketing & Sales all work closely together to align on supporting products and services in the areas of health, wellness, and security. We also strive to maintain a strong bond and trust between our internal teams (architecture, development, test, configuration, and operations). We encourage each other to work together and help one another make our work life at GreatCall more satisfying and rewarding. This is a team that constantly looking for ways to improve our development operations through people, process, and technology. This team also fosters a culture of innovation and encourages everyone to contribute through new ideas and insights.

Product Innovation

The Product Innovation team is focused on helping the company build great products by better understanding our customers. We spend time learning about the customer and their needs, then work with other teams to build solutions to address these needs. These solutions might be products we ship, internal systems to deliver and support products, processes to support customer care, messaging to inform customers, or any other customer facing activity.

Technology

Product Development

The Product Development team is one of the three technical groups within the Technology Department. We are the product owners and technical subject matter experts for products and services that we sponsor and focus on operation execution getting to market. To do so, we work closely with multiple departments throughout the company that share common goals in providing a great customer experience. The team fosters a culture of innovation and encourages everyone to contribute through new ideas and insights.

Product Planning

Technology Product Planning focuses on developing the next devices and platforms, and finding the right partners to help us get there. We believe that deep knowledge of both the industry and products is a must-have, but can also be a liability in navigating the future. So we observe real customers using our products to understand how we can improve. We collaborate broadly to develop the next Great ideas. And we put this together with creative minds to produce solutions that are both simple and elegant.


Meet the Executive Team

David Inns
David Inns CEO
Bill Kuncz
Bill Kuncz CFO
Lynn Herrick
Lynn HerrickVP HR & General Counsel
Bill Yates
Bill YatesChief Marketing Officer
Dean Williams
Dean WilliamsVP Technology
Krijn van der Raadt
Krijn van der RaadtVP Systems Development & IT
Sue Weaver
Sue WeaverVP Customer Care
Madeline Pantalone
Madeline PantaloneVP Business Development

Our Locations

San Diego - Corporate Office
San Diego - Corporate Office
Carlsbad - Call Center
Carlsbad - Call Center
Reno - Call Center
Reno - Call Center

Awards Accolades

CTIA 2010 Hot for the Holidays Award
CTIA 2009 Hot for the Holidays Award
Prince of Asturias Award for Technical and Scientific Research
Today’s Caregiver magazine’s Caregiver Friendly Award Winner in Product Category
Wireless Life-Sciences / Triple Tree I Award Best Consumer Experience
Stevie American Business Awards Finalist in Best Overall Company of the Year -- Up to 2,500 Employees -- All Other Industries
Stevie American Business Awards Finalist in Best Overall Company of the Year -- Up to 2,500 Employees -- All Other Industries

Customer Care

Customer Service

The Customer Service team is dedicated to delivering a superior service experience and enhanced product value to each of our customers on a daily basis. The team offers 24/7 services assistance on a wide range of issues from general billing, product and service sales, and specialized service support. In alignment with our company’s core values, we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, promoting controlled growth, and identifying cost saving measures.

5Star

The 5Star Response Center is dedicated to delivering a superior service experience to each of our subscribers, supporting both emergency and non-emergency calls. The team offers 24/7 support for a variety of service needs ranging from emergency response to account maintenance and support.

Technical Support

The Technical Support Department is dedicated to delivering a superior service experience to each of our customers, whether external or internal. This team is responsible for supporting our agents and customers by providing technical support and troubleshooting to resolve issues. This includes responding to high volumes of inbound customer inquiries regarding our handsets, devices, services and products.