Customer Care Associate

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Care Associate based in Canada.

As a Customer Care Associate, you will play an important role in supporting family caregivers by delivering thoughtful, reliable, and high-quality customer service. You will serve as a trusted point of contact, helping customers navigate their purchasing and caregiving journeys with confidence. Through phone conversations, you will assist with orders, product questions, returns, and website navigation while identifying solutions tailored to individual needs. The role requires empathy, active listening, attention to detail, and the ability to manage challenging situations with professionalism and kindness. You will work in a customer-focused environment that values collaboration, continuous learning, and meaningful service. This is a fully remote opportunity for candidates based in Ontario who enjoy helping others and making a positive difference.

Accountabilities

• Deliver exceptional customer support through empathetic, engaging, and solution-oriented conversations.

• Handle incoming phone calls and assist customers with order placement, repeat orders, product inquiries, returns, and website navigation.

• Ensure every customer feels heard, valued, and supported throughout their interaction.

• Build strong customer relationships based on trust, kindness, reliability, and professionalism.

• Recommend relevant products that align with customers' needs and interests.

• Use active listening and effective questioning to understand concerns, clarify information, and resolve issues.

• De-escalate challenging conversations and manage sensitive situations with patience and empathy.

• Use customer service software, databases, scripts, and other tools accurately and efficiently.

• Follow established policies, procedures, and service standards.

• Participate in ongoing training, coaching, and professional development activities.

• Contribute to a positive team environment and identify opportunities to improve processes and the overall customer experience.

• Meet key performance expectations, including:

  • Customer Satisfaction (CSAT) average of at least 4.5.

  • Autoship and cross-sell pitch rate average of at least 80%.

  • Average Handle Time (AHT) of 6.2 minutes or less.

  • Quality Assurance (QA) score average of at least 80%.

Requirements:

• Must reside in Ontario, Canada and be legally authorized to work in Canada without employer sponsorship.

• 1–2 years of experience in customer care, patient care, or another customer-facing service environment.

• Demonstrated commitment to helping others, including through professional, volunteer, or personal initiatives.

• Strong customer service and problem-solving skills, with the ability to take ownership of customer concerns and work toward first-contact resolution.

• Excellent empathy, active listening, and written and verbal communication skills.

• Professional and confident telephone manner, with the ability to ask sensitive questions and handle difficult conversations constructively.

• Strong computer literacy, typing skills, and ability to multitask across different systems and applications.

• Ability to work independently while collaborating effectively with teammates.

• Openness to feedback, continuous learning, and process improvement.

• Reliable access to a private, secure, quiet home workspace.

• High-speed internet connection with a minimum download speed of 10 Mbps per person connected to the wireless network.

• Ability to successfully complete the mandatory two-week training program.

Preferred qualifications:

• Fluency in both English and Spanish is highly desirable but not required.

• Experience in healthcare or caregiving roles, such as Personal Support Worker (PSW), Certified Nursing Assistant (CNA), Patient Care Worker (PCW), or Nurse.

• Previous experience in a high-volume contact center environment.

Mandatory training schedule:

• December 7–18.

• Monday to Friday, 9:00 a.m.–6:00 p.m. EST.

• Successful completion of the full two-week program is required.

Available schedules after training:

• Monday to Friday: 9:00 a.m.–6:00 p.m. EST.

• Tuesday to Friday: 11:00 a.m.–8:00 p.m. EST, plus Saturday: 9:00 a.m.–6:00 p.m. EST.

• Sunday to Thursday: 9:00 a.m.–6:00 p.m. EST.

Benefits:

• Hourly compensation of CAD $19.70.

• 100% remote work arrangement.

• 10 days of accrued vacation.

• Holiday pay, including premium compensation for working on public holidays.