Bilingual Customer Care Representative (Remote)

Vision Group

1d•Remote

About The Position

Our Patient Care Center agents are the first point of contact for prospective and existing patients. They play a key role in guiding patients through their vision correction journey by responding to inbound inquiries, identifying patient needs, and helping patients take the next step toward treatment. Daily responsibilities include scheduling and optimizing consultations, managing patient records, responding to chats and, and following up on web requests. Through personalized communication and proactive follow-up, they help patients understand their options and ensure they receive the information needed to confidently move forward with their care. We assist patients before, during and after their vision correction. Join our team, where our Great Place to Work® certification represents our commitment to creating a supportive and inclusive culture for every member of our organization.

Requirements

Minimum of 6 months customer service experience required.
Hold a High School Diploma.
At least 6 months of experience in customer engagement & performance-based roles.
Customer service experience, call center and/or LIVE E-chat experience.
Perfectly bilingual, spoken and written (French and English).
Comfortable working with multiple computer softwares and internet browsers.
Available to work a flexible schedule Monday to Friday from 8:00 am to 8:00 pm EST.
Available for a remote training of 5 consecutive weeks, from Monday to Friday (9 am to 3 pm EST) starting on August 3rd, 2026.

Nice To Haves

Spanish is an asset.

Responsibilities

Manage inbound and outbound communication in a fast-paced environment.
Use a consultative approach to educate patients, address questions, and encourage timely scheduling of consultations and procedures when appropriate.
Build trust and strengthen patient commitment by providing personalized guidance throughout the decision-making process.
Provide clear, personalized guidance on procedures and next steps.
Book, modify, and confirm appointments while helping maintain optimal clinic schedules.
Help patients feel confident and prepared for their visit.
Maintain accurate documentation by creating and updating patient profiles, entering detailed notes, and applying appropriate dispositions/codes in CRM and scheduling tools.
Meet key performance indicators related to appointment bookings, patient engagement, follow-up completion, and quality standards.
Collaborate with team leads and coaching partners to continuously improve performance.
Deliver a positive patient experience and ensure patients feel informed, prepared, and supported throughout their experience.

Benefits

Base wage of $20.00/hr
Monthly bonus of up to 20% of your salary (10% guaranteed for the first 3 months).
Permanent full-time position
Option of working 4 days a week (variable day off according to business needs).
Paid training
Work from home (1 day per month in the office).
3 weeks of paid vacation
4 personal days for unforeseen events
1 additional day during the Holiday season.
Group insurance, including Telemedicine and an Employee Assistance Program
RRSP matching program
Free LASIK surgery plus a friends and family discount.
Recognition programs, awards, birthday celebrations, and contests!