Profit First, People Last - Customer Care Associate Article Employee Review

Thank you for taking the time to share your feedback. For frontline employees, we acknowledge difficult customer conversations can make the role tough and stressful sometimes. Our goal has always been to ensure that our customers are satisfied, but not at the expense of our employees well-being. We have processes in place to protect employees from verbal abuse and do not expect our team to endure insulting or offensive language. With respect to your comment about returns, we made operational changes to the way we conducted deliveries, returns and exchanges in order to protect the health and safety of our employees and customers. We communicated these changes on the website and have since made ongoing updates to more clearly convey procedures given feedback from our customers and employees. In the instance we were unable to provide customers our standard returns process, the customer care team was enabled to offer solutions, like discounts or refunds, to find an acceptable resolution. We try our best to coordinate vacation time among the team, though we have put limits on the number of employees off per day to ensure proper coverage. This means we may not be able to approve everyone’s preferred vacation dates. In these scenarios, we’d work with the employee to find a solution that suited their needs. Our customer care team is paid above BC’s living wage – the starting wage for customer care associates at Article is $42,000/year plus benefits and a healthcare/lifestyle spending allowance where premiums are covered by Article. Our benefits package goes above the current BC living wage of $19.50/hour, equivalent to $40,560/year. We have also ramped up hiring for the customer care team to provide opportunities for growth. It is a priority to equip our team members with resources they need to be successful for their position through training and close support from team leads. We recognize the team is working very hard and we’re making extra efforts to show them our appreciation for their dedication over the last few months. Building a positive experience for our employees is important to us, and we encourage you to continue the conversation with the HR team or department leads directly. Thank you, Sonia HR Manager