Customer Service Agent (Specialist, Solutions Centre)

Join our team as a Customer Service Agent (Specialist, Solutions Centre) at our Delta Ophthalmic Laboratory!

In this role you’ll provide courteous, empathetic, and knowledgeable support to our 400 clinics and stores across the FYihealth group. You'll play a key role in creating positive customer experiences by providing exceptional, solution-focused service. You'll respond to clinic/store questions and feedback, resolve issues efficiently, provide guidance and recommendations, and collaborate with the team to identify best solutions. You'll also follow up to ensure every clinic/store feels supported and every issue is resolved effectively.

This is a full-time, onsite position at our Delta Laboratory, located on Annacis Island, BC. We have opportunities available on the following schedules:

• Monday to Friday, 6:30 a.m. – 3:00 p.m.
• Monday to Friday, 8:30 a.m. – 5:00 p.m.

What You’ll Do

• Provide exceptional clinic and store support via telephone, email, and CRM.
• Respond to clinic and store inquiries and issues, provide timely, effective solutions, while following up to ensure complete resolution and a positive experience
• Manage queues, prioritize tasks effectively, and resolve challenges in a fast-paced environment
• Support the resolution of system-related challenges by ensuring accurate order validation and entry
• Communicate order updates, changes, and delays to clinics and stores in a timely and proactive manner
• Respond to questions and inquiries with professionalism and care, while consistently reflecting the vision, values, and best practices of FYidoctors
• Provide clinics and stores with accurate product information, including specifications, availability, and alternative options as needed
• Maintain up-to-date knowledge of FYidoctors Delta Lab products and services
• Maintain an organized and efficient workspace to support timely processing and delivery of orders to patients
• Identify opportunities to improve processes and increase operational efficiency
• Take pride and ownership in FYidoctors Delta Lab products and quality standards, ensuring clinics and stores receive exceptional service that supports our commitment to enhancing lives
• Perform other duties as assigned to support the team and organizational goals

What You Bring

• Minimum of high school diploma, optical experience is considered an asset but not required
• Minimum of 1-2 years experience working in a Customer Service or Optical environment
• Basic knowledge of CRM usage and Lab Management Software
• Intermediate to advanced proficiency in Microsoft Office applications, including Excel, Word, and Outlook
• Outstanding oral and written communication skills, with the ability to build positive relationships, with teammates and clinics
• Strong time management and organizational skills, with excellent attention to detail
• Ability to work effectively both independently and collaboratively within a team environment
• Strong collaboration skills with the ability to leverage team expertise, setting clear goals, and fostering accountability to create a positive and supportive work environment
• Ability to multi-task and thrive in a fast-paced environment
• Ability to understand and communicate basic optical terminology and apply optical knowledge to help resolve challenges effectively
• Willingness to learn advanced optical concepts and embrace new technologies and ongoing learning opportunities
• A collaborative, adaptable, and proactive team player with a growth mindset, able to manage changing priorities effectively
• Bilingualism English/French is considered an asset

How You’ll Benefit

• Competitive wages and comprehensive benefits package featuring exceptional optical coverage
• Rapid and ongoing growth, providing a consistently challenging and rewarding environment
• A workplace culture that fosters collaboration and teamwork
• Continuous training and development opportunities to support your career growth

Why You Should Join Us

Delta Ophthalmic Laboratory, a division of FYihealth group, is our Canadian-owned ophthalmic lens manufacturing facility and distribution centre. At the Delta Ophthalmic Laboratory, we use the latest technologies, software and manufacturing techniques to create the highest quality lenses for our patients across North America.

At FYihealth group, our core values are Diversity, Equity, Inclusion and Opportunity. We are proud to be an equal opportunity employer and are happy to provide accommodations, should they be required, at any point in the application process. If you require an accommodation, please let your recruiter know. All accommodation information will be kept confidential and used to ensure an accessible candidate experience and team member experience.

FYihealth group aims to create a comprehensive rewards package to attract and retain top talent. The expected compensation for this position is $20.67 - $25.82 hourly, considering factors like experience, skills, and qualifications. Base pay is just one component of our overall Total Rewards offering. We look forward to speaking with you more about our continued dedication to our team's overall well-being and growth.