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Bilingual Optical Service Specialist

7 months ago

Ottawa, Canada Riverside Opticalab Ltd. Full time

**Powering Vision**:
Riverside Opticalab Group is part of the EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

Join our team as a **Bilingual Optical Service Specialist (Technical Advisor - Customer Experience)** and be a visionary. Pave the way to a brighter future, both for yourself and all Canadians needing visual correction.

**Your mission**:
As a **Bilingual Optical Service Specialist (Technical Advisor - Customer Experience)**, you will support the Riverside Ottawa ECP market and contributes to increase customer satisfaction by assisting customers by analyzing their preproduction orders, proposing solutions to various problems reported by customers and providing quality technical support, while collaborating with all departments involved.

**Major Duties and Responsibilities**:

- Ensure Customer Experience are answered within the hour
- Assess job/order feasibility by evaluating resources, timelines, and compliance with operational capabilities to ensure successful execution;
- Support Customer Experience teams and customers by reviewing orders (phone, fax, mail, web) to undertake the necessary execution of these actions:

- Feasibility of order versus control parameters;
- Validation of special or custom orders;
- Redos;
- Non-adaptation.
- Update KPIs on a daily basis to ensure proper customer satisfaction levels;
- Work closely with lab operation team;
- Provide technical support to customer experience teams to identify and solve problems;
- Provide technical support to Sales Consultants and customers for all product-related issues (prescription optimization, non-adaptation, adjustment, frame optimization, etc.);
- Provide technical support to internal customers;
- Know in detail the products and their positioning to provide appropriate technical support;
- Train Customer Experience teams on innovations, new technologies and lenses;
- Collaborate with informal teams on various continuous improvement projects (% of return per customer, etc.);
**Basic Qualifications**:

- Licensed Optician **(strongly preferred);**:

- Minimum of 5 years’ **experience in optics **or a **similar field**;
- Good knowledge of the Microsoft Office Suite;
- Good knowledge of Google Suite;
- Good knowledge of the range and variety of products offered;
- Very good knowledge of or willing to learn LMS systems;
- Strong analytical, communications and problem-solving skills;
- Leadership skills;
- Ability to organize time and ensure follows ups;
- Ability to perform multiple tasks simultaneously;
- Team player.

**Working hours**: Hourly - From 9:00 am to 5:30 pm

**Job Types**: Full-time, Permanent

Pay: $21.00-$27.00 per hour

Expected hours: 40 per week

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Store discount
- Vision care

Schedule:

- Day shift
- Monday to Friday
- Overtime
- Weekends as needed

Work Location: In person