Bilingual Customer Service Representative

<h3>Accountabilities</h3><li>Handle incoming and outgoing phone calls and online chat conversations, providing timely, professional, and personalized assistance to prospective and existing patients.</li><li>Understand patients' needs, motivations, and expectations through active listening and a consultative approach, answering questions and presenting relevant services.</li><li>Follow up with prospective patients to maintain engagement, address concerns, and convert inquiries into booked consultations.</li><li>Schedule, reschedule, and confirm appointments while helping optimize clinic calendars and appointment availability.</li><li>Meet individual performance targets related to appointment bookings, conversion rates, and follow-up activities while maintaining high standards of customer service.</li><li>Create, update, and maintain accurate patient records, document interactions, and assign appropriate statuses in customer relationship management (CRM) and scheduling systems.</li><li>Manage multiple conversations, applications, and administrative tasks efficiently in a fast-paced remote environment.</li><li>Apply feedback and coaching to improve communication techniques, strengthen conversion performance, and enhance the overall patient experience.</li><li>Collaborate with team members to achieve shared objectives, maintain service quality, and contribute to operational efficiency.</li><h2>Requirements</h2><li>High school diploma or equivalent.</li><li>At least six months of experience in customer service, call centre operations, chat support, appointment booking, or another role involving measurable performance targets.</li><li>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.</li><li>Excellent verbal and written communication skills, with strong active listening abilities and a patient, empathetic, service-oriented approach.</li><li>A consultative mindset and the ability to build trust, understand customer needs, answer questions, and encourage appropriate next steps.</li><li>Motivation to achieve and exceed individual targets while contributing to broader team objectives.</li><li>Strong organizational skills, independence, adaptability, and the ability to prioritize tasks in a fast-paced environment.</li><li>Comfort using digital tools, CRM platforms, scheduling systems, and multiple applications or browser windows simultaneously.</li><li>A proactive attitude toward learning, receiving feedback, and continuously improving service quality and performance.</li><li>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.</li><li>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.</li><h2>Benefits</h2><li>
<strong>Starting salary:</strong>CAD $20 per hour.</li><li>
<strong>Performance incentives:</strong>Monthly bonus potential of up to 20% of salary, with a guaranteed 10% bonus during the first three months.</li><li>
<strong>Employment stability:</strong>Permanent, full-time remote position.</li><li>
<strong>Flexible work arrangement:</strong>Possibility of working four days per week, depending on operational requirements, with the scheduled day off varying accordingly.</li><li>
<strong>Paid vacation:</strong>Three weeks of annual paid vacation.</li><li>
<strong>Personal days:</strong>Four additional personal days to manage unexpected situations.</li><li>
<strong>Holiday benefit:</strong>An additional day off during the holiday season.</li><li>
<strong>Health and wellness:</strong>Group insurance coverage, including access to telemedicine services.</li><li>
<strong>Employee support:</strong>Employee Assistance Program to support personal and professional well-being.</li><li>
<strong>Retirement savings:</strong>Access to a group Registered Retirement Savings Plan (RRSP).</li><li>
<strong>Vision care benefits:</strong>Potential eligibility for free LASIK surgery and discounts for eligible family members.</li><li>
<strong>Paid onboarding:</strong>Five consecutive weeks of remote training to prepare you for the role.</li><li>
<strong>Professional development:</strong>Ongoing coaching and feedback to help strengthen customer service skills and achieve performance goals.</li><li>
<strong>Inclusive workplace:</strong>A supportive team culture focused on collaboration, employee well-being, and delivering quality patient care.</li>