[Hiring] Customer Care Associate @Carewell

Role Description

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.

• 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%

Qualifications

• 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

Bonus points

• Bilingual, fluent in both English and Spanish is highly desirable
• 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

Benefits

• CAD $15 per hour
• The ability to work 100% remotely
• 10 days accrued vacation
• Holiday pay, with premium pay for working on the holiday