Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Customer Care Associate supporting family caregivers with orders, product guidance, returns, and website navigation. Delivering empathetic phone service for a healthcare products company.
Responsibilities
- 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
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
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