GreatCall is the leader in connected health for active aging. With health and safety solutions for older adults and their family caregivers, GreatCall’s innovative suite of easy-to-use mobile products and award-winning approach to customer care helps aging consumers live more independent lives. Products and services include Jitterbug Flip and Jitterbug Smart, Lively Alert, Lively Wearable, plus health, safety and medical apps Urgent Care, GreatCall Link, MedCoach and 5Star.
At GreatCall, we come to work every day and help save lives. What we do matters. We build products for an underserved, but rapidly growing, aging population. We are the best at creating mobile health and safety solutions for the active aging market, and, if you join us, you will have an opportunity to do something meaningful.
Who is GreatCall?
Finance & Billing Operations
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 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.
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.
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 & Accounting
The Finance and Accounting team is responsible for monthly general ledger close, internal and external financial reporting, financial planning and analysis, and compliance and governance. The Finance and Accounting team partners closely with the rest of the organization to mitigate risk, support operational effectiveness, and drive growth. The Finance and Accounting team is progressive and dynamic and consists of leaders with credentials that include CPAs, Big 4 public accounting and public company corporate accounting experience.
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.
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.
Billing Operations Group
The Billing Operations Group is passionate and driven to succeed in delivering exceptional quality and service to our wireless customers. This team’s main responsibilities include managing the order and/or provisioning module of the billing system. They work closely with other divisions within Billing Operations as well other departments at GreatCall including Customer Service, SWDEV/SQA, Sales and Logistics.
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.
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.
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.
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.
Enterprise Program Management Office
The EPMO (Enterprise Program Management Office) is responsible for providing consistent project, program and portfolio management practices and to ensure effective selection, prioritization, management and execution of projects that will best fulfill GreatCall’s mission and strategic goals.
Sales and Marketing
Connected Health & Commercial Sales
Sales and Marketing
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.
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.
Marketing and Media
The Marketing and Media 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: brand building and direct response media (television, print, radio, and direct mail), collateral materials, interactive, retail point-of-purchase, public relations support, trade marketing, and general branding initiatives. 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, and project management, as well as external creative, media, and public relations agencies.
The Web team works closely with nearly all departments including Sales & Marketing, Software Development, Billing Operations, and Customer Service to provide professional web development and web marketing expertise. The web department is an integral part of the company and the solutions they provide are critical to the continued success of the corporation.
GreatCall has ambitious plans to evolve the customer experience for the digital era, and the Digital Marketing team is at the center of this aggressive change. This team is leading the national effort to develop digital initiatives across every area of our business. This includes driving engagement on all digital assets, e-commerce, and digital content opportunities. With aggressive timelines, this team is focused on driving digital innovation across the entire customer journey and they do this in partnership with all GreatCall departments and partners. The team works in an entrepreneurial and strategic culture to push forward new concepts and will execute with passion.
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.
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.
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.
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.
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.
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.
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.
Connected Heath & Commercial Sales
The Connected Health / Commercial Sales team will identify target accounts and partners, develop sales strategies and business models and drive B2B sales results outside the consumer retail environment. Our focus will be in several key market segments: Senior Living, Healthcare Systems, Home Health and Insurance/Medicare. We will also lead partnership discussions and strategy for the creation of value added services and/or to address gaps in our solutions. Within the organization, this will be a key leadership position to establish and expand GreatCall’s footprint in the Healthcare and Home Health verticals, as well as refine and execute strategies to address the needs in this high-growth segment.