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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates exceptional customer service skills with a focus on empathy, active listening, and effective communication. Proven ability to achieve performance metrics in a high-volume contact center environment while maintaining a professional demeanor.
Highest-signal resume keywords
Customer Care ExperienceActive ListeningEmpathyStrong Communication SkillsHigh-Volume Contact Center Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Typing SkillsMultitaskingComputer ProficiencyOrder PlacementProduct Knowledge
Soft Skills
Service AttitudeProblem ResolutionTrust BuildingKindnessReliability
Tools & Technologies
Customer Service SoftwareDatabasesScripts
Industry Keywords
Healthcare ExperiencePatient CareBilingual (English and Spanish)CSATAHT
About the role
Key responsibilities & impact- Provide top-tier service to support family caregivers
- Help, support and care for 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 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 company policies and procedures
- Achieve 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%
- Complete mandatory two-week training, Monday-Friday, 9am-6pm EST, December 7th-18th
- Work one of the listed post-training shifts: Monday-Friday 9am-6pm EST; Tuesday-Friday 11am-8pm EST plus Saturday 9am-6pm EST; or Sunday-Thursday 9am-6pm EST
Requirements
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; employer sponsorship is unavailable
- Ability to complete and graduate from a 2-week training program: Monday-Friday, 9am-6pm EST, December 7th-18th
- Bilingual, fluent in both English and Spanish is highly desirable, but not required
- Experience working in healthcare (PSW, CNA, PCW, Nurse, etc.) is a bonus
- Experience working in a high-volume contact center environment is a bonus
Benefits
Comp & perks- The ability to work 100% remotely
- 10 days accrued vacation
- Holiday pay, with premium pay for working on the holiday
- Ongoing training and learning opportunities