Customer Care Associate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver exceptional service and support to family caregivers

• Handle phone inquiries and assist customers with order placements, reorders, product inquiries, guidance, returns, and navigating the website

• Ensure that every customer feels appreciated and supported

• Establish trustworthy customer relationships rooted in kindness and dependability

• Suggest products that align with customers’ interests

• Engage in active listening, clarify information, and alleviate tension for dissatisfied customers

• Participate in continuous training and development opportunities

• Utilize software, databases, scripts, and tools effectively

• Adhere to company policies and procedures

• Achieve performance metrics: a CSAT average of at least 4.5, an Autoship & Cross-Sell Pitch Rate average of at least 80%, an AHT of 6.2 minutes or less, and a Q.A. Score average of at least 80%

• Available to work post-training shifts: Saturday-Wednesday, Sunday-Thursday, or Monday-Thursday from 11am-8pm EST, plus Saturday from 9am-6pm EST

⛳️ Requirements

• Must reside in Alberta, Canada

• 1-2 years of experience in customer care, patient care, or a related service industry providing direct customer support

• Demonstrated history of a strong service-oriented attitude

• Service skills including empathy, active listening, ownership, first contact resolution, written and verbal communication skills, and a professional phone demeanor

• Proficient in computer use, strong typing abilities, and experience with multitasking

• Dependable access to a private, secure, and quiet workspace

• Reliable high-speed internet with a minimum download speed of 10 Mbps per person connected to the wireless network

• Must be legally authorized to work in Canada; employment visa sponsorship is not available

• Ability to complete and graduate from a two-week training program, Monday-Friday, 9am-6pm EST, from September 28 to October 09

• Bilingual fluency in English and Spanish is highly desirable

• Experience in healthcare is highly desirable

• Experience in a high-volume contact center is highly desirable

🏝️ Benefits

• 100% remote work

• 10 days of accrued vacation

• Holiday pay, with premium pay for working on holidays

• Mandatory two-week training program