Remote Customer Care Representative

Vision Group

8d•$20•Remote

About The Position

We are recruiting for a start date of May 11, 2026! Minimum of 6 months customer service experience required. Please note that candidates selected to move forward in the hiring process will be required to complete a video screening. Do you have a passion for helping people and striving to provide them excellent customer service while making a difference in their lives? If so, Vision Group is for you! A career at Vision Group means being part of one of the best managed companies in Canada, constantly at the cutting edge of medical technology. Vision Group is always finding new ways to create a work environment that helps its teams grow and thrive professionally and who has the well-being of its employees at heart. Our Patient Care Center agents are the first point of contact for new and existing patients, answering incoming interactions, while providing excellent customer service every step of the way. Their daily tasks will include proposing and/or editing appointments, updating patient records, answering questions related to pre and post operative process, answering chats and social media comments. They also follow-up with comments sent via our website. They ensure that patients have all the information they need to have a memorable experience. 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

You hold a High School Diploma and have at least 6 months of experience in customer engagement & performance based roles.
You can work autonomously and can perform multiple tasks simultaneously.
You have customer service experience, call center and/or LIVE E-chat experience.
You are perfectly bilingual, spoken and written (French and English, Spanish is an asset). Bilingualism (French and English) due to the need to communicate with unilingual English-speaking patients.
You are comfortable working with computer software and internet browsers.
You are available to work a flexible schedule Monday to Friday from 8:00 am to 8:00 pm EST.
You are available for a remote training of 5 consecutive weeks, from Monday to Friday (9 am to 3 pm EST) starting on May 11th, 2026.

Nice To Haves

Spanish is an asset

Responsibilities

You manage inbound and outbound calls in a fast-paced environment.
You use consultative communication to understand patient needs, address questions, build trust, overcome objections, and effectively convert appropriate inquiries into booked consultations.
You provide clear, personalized guidance on procedures and next steps.
You help patients feel confident and prepared for their visit.
You maintain accurate documentation by creating and updating patient profiles, entering detailed notes, and applying appropriate dispositions/codes in CRM and scheduling tools.
You meet productivity and quality expectations, including effective call handling and timely follow-ups, while adhering to policies and procedures.
You collaborate with team leads and coaching partners to continuously improve performance.
You deliver a positive patient experience by booking and modifying appointments, keeping records up to date, and ensuring patients have the necessary pre- and post-visit information.

Benefits

You start with a base wage of $20.00/hr and a monthly bonus of up to 20% of your salary (10% guaranteed for the first 3 months).
You have a permanent full-time position, and the option of working 4 days a week (variable day off according to business needs).
Your training is paid, and you get to work from home (1 day per month in the office).
You get 3 weeks of paid vacation, 4 personal days for unforeseen events, and 1 additional day during the Holiday season.
You benefit from group insurance, including Telemedicine and an Employee Assistance Program, and an RRSP matching program.
You can get a free LASIK surgery plus a friends and family discount.
You will be able to benefit from recognition programs, awards, birthday celebrations, and contests!

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