If you pride yourself on your teamwork, see safety as a priority for everyone and have a desire to work with one of the leading companies in our field in Canada then we want you to join us at FYidoctors as our newest Customer Service Agent (Solutions Specialist). You’ll come to work at our state-of-the-art vertically integrated ophthalmic

manufacturing and warehousing laboratory in Delta with a national scope that is the most advanced in Canada.

When you join FYidoctors, you'll see this is more than just a job. We value our people and offer a comprehensive benefits package and the chance for you to grow personally and professionally.

How You’ll Benefit

• Competitive wage and benefits
• A workplace culture that fosters a sense of collaboration
• Ongoing training and development opportunities
• Discounts on vision coverage & free eye exams
• Flex options covering medical, prescription drug, and dental
• Paid time-off and statutory holiday pay
• Employee and Family Assistance Program
• Goodlife Fitness Discount
• Travel/Clothing Allowances

Why We Need You We are seeking an experienced Customer Service Agent (Solutions Specialist) to join our Solutions Centre team at our Delta Ophthalmic Laboratory. A Customer Service Agent (Solutions Specialist) in this role will have the responsibility for providing courteous, empathetic, and knowledgeable solutions to our 400 clinics within the FYiHealth group. This team owns maintaining positive customer interactions by ensuring that clinics receive amazing service that is focused on solutions. Specialists respond to queries and feedback, resolve problems, provide options and advice, and collaborate with the team to find solutions and follow up accordingly.

This is a full-time, permanent position. The schedule for this position will be Monday to Friday from 8:30 AM to 5:00 PM.

What Will You be Doing?

• Provide amazing clinic and store support via telephone, email, and CRM.
• Responds to clinic and store queries and issues and follow up to ensure a solution and a full resolution.
• Manage queues and work through challenges.
• Assist with resolving any system obstacles with validation and entry of orders.
• Ensures clinics and stores are informed of any changes or delays in their orders.
• Handles questions in a way that reflects the vision and best practices of FYidoctors.
• Informs customers of product specifications and availability and options and alternatives as needed.
• Maintains current knowledge of the FYidoctors Delta Lab products and services.
• Maintain a well-organized working area that facilitates expediting work to the patient
• Identify opportunities to increase operational efficiencies.
• Take pride and ownership in the Delta lab’s products and overall quality as they service clinics and stores with the intention to enhance lives.
• Assist in other related tasks and projects as assigned.

Required Knowledge, Skills And Abilities

• Basic knowledge of CRM usage and Lab Management Software as well as intermediate to advanced knowledge of Microsoft Office products (Excel, Word, Outlook).
• Effective and professional phone, verbal, and written communication skills with the ability to build relationships with teammates and clinics.
• A good working knowledge of products and services available at the lab/DC
• Demonstrate a strong collaborative aptitude, drawing upon expertise of the team, and an ability to set clear goals and establish accountability to create a positive work environment.
• Ability to communicate basic optical terminology and apply theory to resolve challenges.
• Willingness to learn more advanced optical concepts and relearn new technology.

Qualifications (Education, Experience And Training)

• Minimum of high school diploma, Optician License is considered an asset but not required.
• Minimum of 1-2 years experience working in a Customer Service or Optical environment.
• Effective time management and organizational skills with excellent attention to detail
• Excellent English communication skills
• Ability to work in a team environment and independently

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 per hour 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 .