Customer Care Associate, Remote, Alberta Canada

Job summary

Provide high-quality support to family caregivers by handling phone inquiries, order placements, and product guidance. Act as a caregiver advocate while maintaining high customer satisfaction and meeting specific performance metrics.

Job details

The importance of hiring a Customer Care Associate As a Customer Care Associate, you will be responsible for providing top-tier service in order to help and support family caregivers, while remaining loyal to our top company value: Putting people first. You will use your strong service aptitude, attention to detail, and problem-solving ability to be a caregiver advocate. You will spend the bulk of your work day on the phone with customers taking care of their needs and supporting them through their journey as a caregiver. What you'll do: Help, support and care for our customers through quality conversations and customer service experiences Answer phones and assist customers with order placement, reorders, product questions and guidance, returns, and website navigation Ensure every customer feels valued and supported Build customer relationships based on trust, kindness, and reliability Recommend products that best serve our customers' interests Practice active listening, clarify information, and diffuse tension for upset customers Participate in ongoing training and learning opportunities Utilize software, databases, scripts, and tools appropriately Adhere to all company policies and procedures Metrics: Customer Satisfaction (CSAT) Average of at least 4.5 Autoship & Cross-Sell Pitch Rate Average of at least 80% Average Handle Time (AHT) of 6.2 minutes or less Q.A. Score Average of at least 80% What you'll need: Must be located in Alberta, Canada 1-2 years experience in customer care, patient care, or other service-related industry directly taking care of customers Proven history of strong service attitude (volunteer experience, passion projects, etc) Exceptional Resolution Expert with service skills including; Empathy, Active Listening, Ownership, FCR, written/verbal communication skills, and a professional phone voice Proficiency with computer skills, strong typing skills, and experience in multitasking Reliable access to a private, secure, quiet workspace Reliable high-speed internet access with minimum download speed of 10 Mbps per person connected to the wireless internet Must be legally authorized to work in Canada. We are unable to sponsor or take over sponsorship of an employment Visa. Ability to complete and graduate from a 2-week training program: Monday-Friday, 9am-6pm EST, September 28 - October 09 The ideal candidate will have a passion for helping others. We want our Customer Care Associates to be caregiver advocates, empathetic, and solution-oriented. The ideal candidate is comfortable asking sensitive questions and defusing challenging situations, makes an effort to communicate from a place of empathy and kindness, and promotes happiness and positivity in every aspect of their life. You give and receive feedback often with an open mind, see problems as opportunities to learn and grow, and look for opportunities to enhance processes with the end goal of improving the customer experience. You enjoy working collaboratively with teammates, and you are resourceful while working independently. Bonus points: Bilingual, fluent in both English and Spanish is highly desirable, but not required Experience working in healthcare (PSW, CNA, PCW, Nurse, etc.) Experience working in a high-volume contact center environment Mandatory training: September 28 - October 09 Monday-Friday 9am-6pm EST Available shifts after training: Saturday - Wednesday, 9am-6pm EST Sunday - Thursday, 9am - 6pm EST Monday - Thursday 11am-8pm EST and Saturday 9am-6pm EST What we offer: CAD $15 per hour The ability to work 100% remotely 10 days accrued vacation Holiday pay, with premium pay for working on the holiday

What you’ll do

Provide high-quality support to family caregivers by handling phone inquiries, order placements, and product guidance. Act as a caregiver advocate while maintaining high customer satisfaction and meeting specific performance metrics.

Requirements

Requires 1-2 years of experience in customer or patient care and residency in Alberta, Canada. Candidates must have strong computer skills, a secure home workspace, and the ability to complete a mandatory two-week training program.

Benefits

• 10 Days Accrued Vacation • Holiday Pay • Premium Pay For Working On Holidays

Listed skills

• Clinical care · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Multitasking · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Empathy
• Active Listening
• Problem Solving
• Conflict Resolution
• Written Communication
• Verbal Communication
• Typing
• Multitasking
• Spanish Fluency
• Patient Care
• Order Management

Job areas

• Customer Service & Support
• Healthcare
• Social Services