Customer Care Associate, Remote, Ontario Canada

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 Ontario, Canada and authorized to work in Canada without employer sponsorship.
• 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, December 7th-18th.

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:

• December 7th-18th
• Monday-Friday
• 9am-6pm EST

Available shifts after training:

• Monday - Friday, 9am-6pm EST
• Tuesday - Friday, 11am-8pm EST AND Saturday, 9am-6pm EST
• Sunday - Thursday, 9am-6pm EST

What we offer:

• CAD $19.70 per hour
• The ability to work 100% remotely
• 10 days accrued vacation
• Holiday pay, with premium pay for working on the holiday