Customer Care Associate Role - CX & Healthcare Skills in Columbus
Career & Market Insight
This is an entry-to-mid-level customer service role suited for professionals building foundational skills in customer experience (CX), healthcare-adjacent support, and contact center operations.
Compensation check: At CAD $15/hour, this sits near Alberta's minimum wage (CAD $15/hr as of 2023). It is on the lower end for experienced customer care professionals in Canada, where similar roles in regulated industries often pay CAD $18–$22/hour. The lack of benefits beyond vacation and holiday pay is a notable gap for full-time work.
Skills developed:
- First-contact resolution and de-escalation — highly transferable to CX, healthcare support, and SaaS roles
- Metrics-driven performance (CSAT, AHT, QA scoring) — valuable for future CX team lead or quality assurance roles
- Phone-based empathetic communication — particularly valuable if pivoting into healthcare navigation or social services
Culture signals: The language around "caregiver advocacy" and "putting people first" suggests a mission-driven, likely small-to-mid-size company in the health/wellness e-commerce space. Structured training and clear KPIs indicate some operational maturity.
Green flags: Clear metrics, structured onboarding, mission-driven work. Red flags: Low compensation, no mention of benefits (health, dental), and strict performance thresholds from day one. This role is a solid first step in CX, but likely not a long-term fit without a clear promotion path.
The Importance of Hiring a Customer Care Associate
As a Customer Care Associate, you will be responsible for providing top-tier service 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
Performance Metrics
- Customer Satisfaction (CSAT): Average of at least 4.5
- Autoship & Cross-Sell Pitch Rate: Average of at least 80%
- Average Handle Time (AHT): 6.2 minutes or less
- Q.A. Score: Average of at least 80%
What You'll Need
- Must be located in Alberta, Canada
- 1–2 years of experience in customer care, patient care, or another service-related industry directly serving customers
- Proven history of strong service attitude (volunteer experience, passion projects, etc.)
- Exceptional resolution skills including empathy, active listening, ownership, first-contact resolution (FCR), written/verbal communication, and a professional phone voice
- Proficiency with computer skills, strong typing skills, and experience multitasking
- Reliable access to a private, secure, quiet workspace
- Reliable high-speed internet with a minimum download speed of 10 Mbps per person connected
- Must be legally authorized to work in Canada — we are unable to sponsor or take over sponsorship of an employment visa
- Ability to complete a 2-week training program: Monday–Friday, 9am–6pm EST, December 7th–18th
The ideal candidate has a passion for helping others. We want our Customer Care Associates to be caregiver advocates — empathetic, solution-oriented, and comfortable asking sensitive questions and defusing challenging situations. You communicate from a place of empathy and kindness, give and receive feedback openly, see problems as opportunities to grow, and look for ways to enhance processes to improve the customer experience. You enjoy collaborating with teammates while also being resourceful when working independently.
Bonus Points
- Bilingual fluency in English and Spanish is highly desirable, but not required
- Experience working in healthcare (PSW, CNA, PCW, Nurse, etc.)
- Experience in a high-volume contact center environment
Mandatory Training
- Dates: December 7th–18th
- Days: Monday–Friday
- Hours: 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 $15 per hour
- 100% remote work
- 10 days accrued vacation
- Holiday pay, with premium pay for working on the holiday
Frequently Asked Questions
Can I work from anywhere in Canada or do I need to be in Alberta specifically?
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What is the pay rate for this Customer Care Associate role?
Do I need healthcare experience to apply?
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