Bilingual Customer Service Representative

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Bilingual Customer Service Representative based in Canada.

In this remote role, you will play a key part in delivering an exceptional patient experience by providing personalized support and helping individuals take the next step in their vision care journey. You will engage with prospective and existing patients through phone calls and online chats, answering questions, understanding their needs, and booking consultations. Working in a fast-paced, performance-driven environment, you will combine customer service excellence with appointment scheduling and follow-up activities. Your contribution will help improve patient engagement, optimize clinic schedules, and support business growth across a network of vision care clinics. You will have clear performance goals, ongoing coaching, and opportunities to develop your communication and consultative service skills. This position offers the flexibility of remote work, a supportive team environment, and the opportunity to make a meaningful difference in patients' experiences.

Accountabilities

• Handle incoming and outgoing phone calls and online chat conversations, providing timely, professional, and personalized assistance to prospective and existing patients.
• Understand patients' needs, motivations, and expectations through active listening and a consultative approach, answering questions and presenting relevant services.
• Follow up with prospective patients to maintain engagement, address concerns, and convert inquiries into booked consultations.
• Schedule, reschedule, and confirm appointments while helping optimize clinic calendars and appointment availability.
• Meet individual performance targets related to appointment bookings, conversion rates, and follow-up activities while maintaining high standards of customer service.
• Create, update, and maintain accurate patient records, document interactions, and assign appropriate statuses in customer relationship management (CRM) and scheduling systems.
• Manage multiple conversations, applications, and administrative tasks efficiently in a fast-paced remote environment.
• Apply feedback and coaching to improve communication techniques, strengthen conversion performance, and enhance the overall patient experience.
• Collaborate with team members to achieve shared objectives, maintain service quality, and contribute to operational efficiency.

Requirements

• High school diploma or equivalent.
• At least six months of experience in customer service, call centre operations, chat support, appointment booking, or another role involving measurable performance targets.
• Fluency in both French and English, spoken and written, with the ability to assist English-speaking patients who do not speak French. Spanish proficiency is considered an asset.
• Excellent verbal and written communication skills, with strong active listening abilities and a patient, empathetic, service-oriented approach.
• A consultative mindset and the ability to build trust, understand customer needs, answer questions, and encourage appropriate next steps.
• Motivation to achieve and exceed individual targets while contributing to broader team objectives.
• Strong organizational skills, independence, adaptability, and the ability to prioritize tasks in a fast-paced environment.
• Comfort using digital tools, CRM platforms, scheduling systems, and multiple applications or browser windows simultaneously.
• A proactive attitude toward learning, receiving feedback, and continuously improving service quality and performance.
• Availability to work Monday through Friday, with shifts scheduled between 8:00 a.m. and 8:00 p.m. Eastern Time. Split shifts may be required depending on operational needs.
• Availability to complete five consecutive weeks of paid remote training, Monday through Friday, from 9:00 a.m. to 3:00 p.m. Eastern Time, beginning November 16, 2026.

Benefits

• Starting salary: CAD $20 per hour.
• Performance incentives: Monthly bonus potential of up to 20% of salary, with a guaranteed 10% bonus during the first three months.
• Employment stability: Permanent, full-time remote position.
• Flexible work arrangement: Possibility of working four days per week, depending on operational requirements, with the scheduled day off varying accordingly.
• Paid vacation: Three weeks of annual paid vacation.
• Personal days: Four additional personal days to manage unexpected situations.
• Holiday benefit: An additional day off during the holiday season.
• Health and wellness: Group insurance coverage, including access to telemedicine services.
• Employee support: Employee Assistance Program to support personal and professional well-being.
• Retirement savings: Access to a group Registered Retirement Savings Plan (RRSP).
• Vision care benefits: Potential eligibility for free LASIK surgery and discounts for eligible family members.
• Paid onboarding: Five consecutive weeks of remote training to prepare you for the role.
• Professional development: Ongoing coaching and feedback to help strengthen customer service skills and achieve performance goals.
• Inclusive workplace: A supportive team culture focused on collaboration, employee well-being, and delivering quality patient care.