Associate ERS Operator

JOB SUMMARY

This existing vacancy is open to candidates that reside anywhere in the U.S. or Canada.

This is a fully remote position that requires schedule flexibility. Team members work four 10-hour shifts per week, with opportunities available across morning, evening, and overnight schedules. The role also includes rotating weekend coverage as needed to support call volume, and employees are eligible for overtime pay.

VelocityEHS differentiates its offering in the marketplace by providing service and support that is unparalleled in its industry. Our Emergency Response Services (ERS) team provides 24/7/365 live emergency triage services to our customers, who include the world's most esteemed Fortune 1000 corporations. From manufacturing to food & beverage, from chemicals to pharmaceuticals, our customers use our best-in-class ESG & EHS software solutions to make workplaces safer and more sustainable.

An Associate ERS Operator is tasked with answering a multi-line telephone system, and triaging emergency and non-emergency calls. This is a full-time position that supports VelocityEHS by being the primary point of contact with callers needing medical assistance or reporting incidents. Responsibilities also include submitting reports or notifications, as required for compliance.

Associate ERS Operators also work with department leadership to continuously improve quality assurance processes and promote efficiency within the department. 

Primary Duties and Responsibilities

• Provide Emergency Response Services as part of customer subscriptions.
• Assist callers via the 24-hour ERS lines to triage emergency and non-emergency calls per client protocols.
• Accurately assess emergency information, make correct decisions, and respond to emergencies in a calm and controlled manner.
• Connect conference calls involving two or more parties to render timely emergency assistance. At times this may involve a translation service.
• Provide first aid and cleanup procedures per SDS or Emergency Response Guidebook during emergency calls.
• Complete incident reports including spill reporting and notifications to governmental, state, and private sector clients within contractual timelines.
• Notification of incidents to governmental, state and private sector clients, as contracted.
• Dispatch coordination per client instruction.
• Familiarity of emergency procedures in the event of technical difficulties to facilitate 24-hour operations of ERS.
• Assist ERS leadership in developing more efficient ways to process calls and complete reports.
• After Hours Operations may include monitoring and periodic testing of all incoming lines.
• Safety Data Sheet (SDS) obtainment, indexing and data entry, as assigned.
• Provide client instruction for SDS submission
• Increase SDS obtainment success rates by reviewing vendor and internal efforts to identify opportunities for improvement.
• Work with manufacturers to procure SDS for clients
• Increase SDS obtainment success rates by reviewing vendor and internal efforts to identify opportunities for improvement.

Minimum Skills and Qualifications

• High school diploma or equivalent
• 3+ years of call center experience
• Energetic, innovative, flexible and adaptive
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint) and Internet browsers (Chrome, Firefox, Explorer)
• Willingness to work rotating shifts including nights, weekends, and holidays.

Preferred Skills and Qualifications

• Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, and ensuring customers are positioned for success
• Data analytics skills to help identify trends and improve process efficiencies
• Experience with Salesforce and Goldmine
• Strong working knowledge of EHS field a plus

VelocityEHS is committed to competitive, fair, and equitable compensation practices by offering market-based salary ranges. The hourly rate for this position is between $20-$26. We aim to hire between the minimum and midpoint of the salary range and offers at the maximum of the range are uncommon. The final offered salary will be based on candidate’s proficiency in skill set, prior relevant experience, internal equity, market considerations, and other factors. This role is also eligible for our comprehensive benefits package.

We welcome and encourage diversity in the workplace. VelocityEHS is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. 

Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected] Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. VelocityEHS does not accept unsolicited headhunters and agency resumes. VelocityEHS will not pay fees to any third-party agency or company that does not have a signed agreement with VelocityEHS.

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