Customer Care Associate

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $15 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Carewell

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🏥 Healthcare

🛍️ eCommerce

👥 B2C

💰 $24.7M Series B - Carewell on 2024-02

Healthcare • eCommerce • B2C

Carewell is an online retailer of healthcare, medical and personal care supplies. The site sells incontinence and adult diapers, nutrition and feeding products (including enteral feeding and nutrition drinks), mobility and daily living aids, wound care and first-aid supplies, mom & baby care, medicines and treatments, and household essentials. The site references Autoship (subscription) savings and offers healthcare support and nutrition care coordination resources.

📋 Description

• Provide top-tier service and support to family caregivers • Answer phones and assist customers with order placement, reorders, product questions, guidance, returns, and website navigation • Ensure every customer feels valued and supported • Build trusted customer relationships based on kindness and reliability • Recommend products serving customers’ interests • Practice active listening, clarify information, and diffuse tension for upset customers • Participate in ongoing training and learning opportunities • Use software, databases, scripts, and tools appropriately • Follow company policies and procedures • Meet performance metrics: CSAT average of at least 4.5, Autoship & Cross-Sell Pitch Rate average of at least 80%, AHT of 6.2 minutes or less, and Q.A. Score average of at least 80% • Work an available post-training shift: Saturday-Wednesday, Sunday-Thursday, or Monday-Thursday 11am-8pm EST plus Saturday 9am-6pm EST

🎯 Requirements

• Must be located in Alberta, Canada • 1-2 years experience in customer care, patient care, or another service-related industry directly taking care of customers • Proven history of a strong service attitude • Service skills including empathy, active listening, ownership, FCR, written/verbal communication skills, and a professional phone voice • Computer proficiency, strong typing skills, and multitasking experience • Reliable access to a private, secure, quiet workspace • Reliable high-speed internet with a minimum download speed of 10 Mbps per person connected to the wireless internet • Must be legally authorized to work in Canada; employment visa sponsorship is unavailable • Ability to complete and graduate from a two-week training program, Monday-Friday, 9am-6pm EST, September 28-October 09 • Bilingual fluency in English and Spanish highly desirable • Healthcare work experience highly desirable • High-volume contact center experience highly desirable

🏖️ Benefits

• 100% remote work • 10 days accrued vacation • Holiday pay, with premium pay for working on the holiday • Mandatory two-week training program