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Posting Details
Posted on July 28, 2026
Locations
Showing 1 location
Delta, BC , CAN
On-site
Ophthalmic Laboratory
Full-Time
Requisition #: CUSTO
011180
Description
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…
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