Customer Care Associate (Casual) | $22.50 an hour

Customer Care Associate (Casual) | $22.50 an hour

Department: Customer Care

Employment Type: Permanent - Part Time

Location: Vancouver

Compensation: $22.50 / hour

Description

Hey, we’re Article 👋. Since 2013, we've been creating remarkably better furniture experiences one sofa at a time. As a Customer Care Associate, you’re the face of Article to our customers making every customer interaction a delightful one. 
We’re hiring 8, Lower Mainland British Columbia based Casual Customer Care Associates to join us on March 24th, 2025.

Location: Remote (The comfort of your home), based in the lower mainland of British Columbia.
Scheduling:

• Start times vary between 9:00 am – 11:00 am PST.
• All shifts will be 8 hours.
• Availability is required on Friday, Saturday, Sunday, and Monday though scheduling on all four days will depend on overall availability. (Does not mean all days)
• You will work one weekend day (Saturday or Sunday) each week, with some instances where both days may be required.
• Schedules are provided approximately two weeks in advance on average.
• An 11:00 am – 7:00 pm PST shift will be scheduled once every six weeks as part of a rotation.
• Additional 11:00 am start times may be assigned outside of the rotation if needed to fill gaps.
• From time to time, they may need to be available for shifts starting as early as 6:00 am PST Monday to Friday or 7:00 am PST on weekends when coverage is required.
• Holiday Blackout: For the first 90 days in your role, you will not be able to book any time off.

Availability:
You will be working a minimum of 3 days per week and a maximum of 5 days per week (based on the demands of the business). Mandatory availability for Friday, Saturday, Sunday, and Monday.

Training Schedule: You'll be required to complete two weeks of full-time training that starts Monday (March 24th) and ends Friday (April 4th ) with daily hours of 8 am - 4 pm PST.
**There will be 1-2 days of mandatory in-office days for product training**
We provide you with: a laptop, second monitor, keyboard, mouse, and headset.

As a casual employee:

• After your first two weeks of training, you’ll be supporting weekend coverage (Friday, Saturday, Sunday, and Monday) plus available weekdays
• More shifts are available based on your availability and the demands of the business
• $22.50 per hour + 4% vacation pay
• 25% discount on all Article furniture

What You'll Do:

The Article Customer Care team strives to offer a remarkably better customer experience through a variety of channels including phone, email, chat, and more. This role is for you if you enjoy working independently while providing resolutions to our customers through authentic connections.
Get to know our team:
We have over 50 Customer Care Associates working closely with different departments including Logistics, Marketing, Creative, and Product teams to ensure a seamless experience for our customers.
We provide a balanced approach when evaluating your performance to provide specific feedback on how and where you can grow (from promotions to special projects). We believe in providing timely, honest and thoughtful feedback. When you start with us, you will work closely with your Customer Care Team Leader to ensure you're set up for success.
As a team, we walk the walk when it comes to Win Together, your teammates and managers have your back and create a supportive workplace of respect, fairness and fun. 

Who You Are:

• As a Particle (people of Article), you will have a high level of empowerment to solve challenging, meaningful customer problems the best way you can. 
• You are someone who loves solving problems.
• Bringing in a customer-obsessed attitude. 
• You're happy to switch between phone calls, emails, and live chats as required
• You’re tech-savvy, and you can quickly shift between multiple software applications. We use Slack, G Suite, and our internal technology (ERP/ CRM-like system).
• You’ll need to have a stable internet connection with a minimum speed of 30 Mbps (ideally 50+ Mbps).
• Legally able to work in Canada. 
• Be based in Lower Mainland British Columbia. 
• Preference will be given to those with previous contact/ call center experience. 
• Completion of criminal background check.

#INDARTICLECC

Interview schedule:

Phone screens with Talent Acquisition team: Monday 24th- Wednesday 26th
Video Interviews with Customer Care Leads: Feb 27th- March 3rd
Hiring Decisions by  March 4th
Offers: March 5th
First Day: March 24th, 2025
Training Schedule: Monday- Friday 8 am - 4 pm PST.  
Vacation Blackout Period: First 90 days (3 months) of being in the role.



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