Bilingual Customer Service Representative - Remote

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BILINGUAL CUSTOMER SERVICE & APPOINTMENT BOOKING REPRESENTATIVE – REMOTE (English, French and/or Spanish)

A role where you deliver exceptional service, guide patients through their journey, and turn their interest into action by booking consultations, while achieving clear, measurable performance goals.

Working for Vision Group means being part of one of North America’s leading vision correction providers. In this role, you’ll make a meaningful contribution to the growth of an organization encompassing more than 11 brands and 60 clinics across Canada and the United States.

A look at your benefits

• You receive a starting wage of $20 per hour, plus a monthly performance bonus of up to 20%, bringing your total potential earnings to $24 per hour. You are also guaranteed a 10% bonus during your first three months.
• You enjoy a permanent, full-time position, with the possibility of working four days per week. Your day off varies based on operational needs.
• You receive 3 weeks of paid vacation, 4 personal days for unexpected situations, and an additional day off during the holiday season.
• You benefit from group insurance, including telemedicine, an employee assistance program, and a group RRSP.
• You may be eligible for free LASIK surgery and discounts for your loved ones.

Your tasks at a glance

• You handle incoming and outgoing calls, as well as chat conversations, in a fast-paced, results-driven environment.
• You take a personalized, consultative approach to understanding patients’ needs, motivations, and expectations, answering their questions and highlighting relevant services while delivering exceptional service.
• You follow up with prospective and existing patients to turn their interest into booked consultations and keep them engaged.
• You book, reschedule, and confirm appointments while helping optimize clinic schedules.
• You contribute to team results by meeting your individual booking, conversion, and follow-up targets while maintaining high-quality interactions.
• You create and update patient records, document accurate notes, and assign appropriate statuses in our customer relationship management (CRM) and scheduling systems.
• You use feedback and coaching to refine your approach, enhance the patient experience, and strengthen your performance.

A clear view of your assets

• You have a high school diploma and at least six months of experience in customer service, a call centre, chat support, or a role with measurable performance targets.
• You communicate clearly, listen attentively, and adapt your approach to each patient’s needs.
• You enjoy guiding others and are motivated to meet and exceed your goals while contributing to the team’s success.
• You are independent, organized, and able to manage priorities in a fast-paced environment.
• You are comfortable with technology and can efficiently navigate multiple applications and windows to provide seamless service.
• You are fluent in French and English, both spoken and written, as you will communicate with English-speaking patients who do not speak French. Spanish is an asset.

Your schedule and training

• You are available to work Monday through Friday, with shifts scheduled between 8:00 am and 8:00 pm Eastern Time.
• Depending on operational needs, some shifts may be split, for example, from 8:30 am to 1:00 pm and then from 3:00 pm to 8:00 pm.
• You are available for five (5) consecutive weeks of paid remote training, Monday through Friday, from 9:00 am to 3:00 pm Eastern Time, starting November 16, 2026.

From our point of view

Your ability to listen and offer guidance can make all the difference in our patients’ journeys. Do you enjoy building trust, helping people take the next step, and challenging yourself to achieve your goals? We’d love to meet you!

Join Vision Group, a Great Place to Work® certified organization, and become part of a team that values supporting and welcoming its members.