Customer Care Representative

CUSTOMER CARE REPRESENTATIVE

About Uresta:

Uresta is a rapidly growing women's health brand focused on pelvic health. Our mission at Uresta is to provide life-changing products for women that displace outdated solutions for common female taboos. Our flagship product, the Uresta Bladder Support, is an innovative solution for stress urinary incontinence (described as bladder leaks when coughing, sneezing, jumping, etc.), a condition that impacts 1 in 3 women. We are proud to be a Canadian, female-owned and led business. To learn more about Uresta, visit our website www.uresta.com.

Job Details:

Type: Full-time or Part-time
Hours: Flexible, but specifically looking for coverage on Saturday and / or Sunday (half or full days)
Location: Remote
Language: English required, both English and French preferred
Compensation: To be discussed
Benefits: Health, Dental, Life Insurance, AD&D and Critical Illness
Target start: Aiming for May 2026

Job Description:

The Customer Care Representative ("CCR") will be responsible for assisting both prospective and current customers with general questions and inquiries about the Company's products. The CCR will be responsible for managing communications from multiple channels, including 1) email, 2) telephone and 3) social media. The CCR will have access to an extensive database of frequently asked questions and approved responses to address inquiries. In instances where approved responses are not available, the CCR will receive support from the Company's COO to prepare appropriate responses.

Primary Job Responsibilities:

• Answering questions: Responding to frequently asked questions from current and prospective customers leveraging approved responses.
• Troubleshooting: Assisting customers with issues they may be experiencing.
• Handling complaints: Resolving customer complaints with professionalism and empathy.
• Gathering feedback: Recording complaints and feedback to help improve products and service.
• Assisting with orders: Helping customers with order processing, shipment tracking, additional size requests, and refunds.
• Data tracking: Log relevant data in specified spreadsheets for business analytics purposes.

Required Skills:

• Communication: Strong communication skills and the ability to use positive language
• Empathy: Being able to show empathy for customer concerns
• Adaptability: Being able to adjust to and handle various personalities
• Product knowledge: Developing in-depth product knowledge
• Time management: Having the ability to manage various tasks throughout the day
• Independence: Ability to work independently and problem solve as needed
• Organization: Being well organized to keep track of multiple tasks

Qualifications:

• Work Experience:
  • >5 years work experience
• Previous experience in customer support / sales roles
  • Preference for some level of experience with social media

Business Tools:

• Proficiency with basic Microsoft products (e.g. Outlook, Word, Excel)
• Experience with social media preferred

Education:

• High school diploma required