Customer Care Associate Role - Healthcare Support Career in Columbus
Career & Market Insight
This Customer Care Associate role offers a solid entry point into remote customer service and healthcare-adjacent support, particularly for those interested in the growing caregiving and elder care industry. The company's emphasis on empathy, active listening, and caregiver advocacy signals a mission-driven culture that can be meaningful for people-oriented professionals.
Compensation: At CAD $19.70/hour, this is competitive for entry-level customer service in Ontario (market average hovers around CAD $17–$20/hour for similar roles), though it offers limited upside without a clear promotion path mentioned in the posting.
Skills you'll develop:
- Inbound phone support and de-escalation — high-demand skills transferable to any customer-facing industry
- CRM/database tool proficiency and multitasking in a live-call environment
- Healthcare literacy and sensitivity around caregiving contexts
- Sales skills via autoship and cross-sell pitch requirements (a green flag for future account management roles)
Green flags: 100% remote, structured onboarding with a formal 2-week training program, clear performance metrics (transparency is healthy), and multiple shift options post-training.
Yellow flags: No mention of benefits beyond vacation and holiday pay (no health/dental insurance noted), no salary growth path discussed, and the metrics-driven environment (CSAT, AHT, pitch rate) can feel high-pressure. This role suits someone building a career foundation, not a seasoned specialist seeking advancement.
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) 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 of 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 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 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, communicates with empathy and kindness, and promotes positivity in every aspect of their work. You 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 working resourcefully on your own.
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
- Dates: December 7th–18th
- Schedule: 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
- 100% remote work
- 10 days accrued vacation
- Holiday pay, with premium pay for working on the holiday
Frequently Asked Questions
Is this Customer Care Associate role truly 100% remote?
What are the working hours for this position?
What is the pay rate and are there any benefits?
Do I need prior healthcare experience to apply?
What technical setup do I need to work from home in this role?
