Associate ERS Operator

This existing vacancy is open to candidates residing anywhere in the U.S. or Canada and follows a 24/7 coverage model, including weekends and holidays. Shifts are 10 hours long, with anticipated hours of 12:00 p.m. to 11:00 p.m. ET (including a one-hour lunch), and may occasionally include overnight coverage, subject to change. Flexibility to work across varying shift times is required.
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

Who is VelocityEHS?
VelocityEHS is the largest and fastest-growing environmental, health, safety (EHS) and sustainability software company in the world. Relied on by more than 10 million users worldwide to drive operational excellence and achieve outstanding outcomes, VelocityEHS is the global leader in true SaaS enterprise EHS & ESG technology. The VelocityEHS Accelerate ® Platform is the definitive gold-standard, delivering best-in-class solutions for managing ESG, Safety, Industrial Ergonomics, Control of Work, Health, Operational Risk and Environmental Compliance.
Our customers include the world's most esteemed Fortune 1000 corporations. From manufacturing to food & beverage, from chemicals to pharmaceuticals, we've worked with them at every level, from the boardroom to the shop floor. We still operate with the same start-up mentality that has made us the leading cloud EHS company and offer each and every employee the opportunity to grow and reach their full potential.
What are the benefits and perks of working at VelocityEHS?
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights for eligible employees, or you can review all our perks and benefits by visiting our career page!

• Generous time off programs
• Medical/dental coverage, retirement (with employer match)
• Parental leave plans for all family types
• Job shadowing programs and one-on-one coaching opportunities
• Tuition reimbursement for continuing education, advanced degrees, and certifications
• Remote-first and flexible work schedule to fit your family's needs
• Monthly stipend to make your home office more comfortable, productive, and successful
• Corporate wellness and personalized preventative mental health care programs
• Summer Fridays (Memorial Day through Labor Day enjoy a 6-hour workday every Friday)

VelocityEHS is committed to competitive, fair, and equitable compensation practices by offering market-based salary ranges. The expected hourly rate for this position is between $18.00 and $23.80 USD (United States) or $18.34 and $23.61 CAD (Canada). We aim to hire between the minimum and midpoint of the range and offers at the maximum of the range are uncommon. The final offered hourly rate will be based on candidate's proficiency in skill set, prior relevant experience, internal equity, market considerations, and other factors. This role is 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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