Customer Success Advocate

Summary

1-800 Contacts is a vision-care company focused on making contact-lens ordering simple and affordable. The Customer Success Advocate handles inbound sales and service calls, advises customers on contact-lens purchases, resolves issues, maintains performance metrics, and provides exceptional service in a remote environment.

Responsibilities

• **Answer inbound calls**: Handle inbound sales and service calls—no cold calling required! Focus on helping customers and enhancing their experience
• **Consult with care**: Offer thoughtful advice to help customers get the most value from their contact lens purchase on every call
• **Stay connected**: Engage proactively with your manager and team through one-on-ones, team meetings, and chats, ensuring success in a virtual work environment
• **Provide top-tier service**: Deliver exceptional customer service in a fast-paced, ever-changing environment. Keep calm, stay focused, and exceed expectations
• **Solve problems with ease**: Identify and resolve customer issues quickly, empowering yourself to make decisions in the moment for a positive experience
• **Hit your targets**: Maintain high performance metrics, including revenue per call, quality, availability, and dependability—always striving for excellence
• **Live our values**: Bring your **Big Hearted**, **Unconventional**, **Tenacious**, and **Better Together** attitude to every call, chat, and interaction

Skills

• 2-3 years minimum customer service experience
• A goal-getter mentality, always striving to crush metrics and share our amazing products with customers
• A fun, friendly personalit**y** that loves connecting with customers in unexpected and engaging ways
• Reliable internet connection and speeds of 20 mbps download and 10 mbps upload, or better
• Computer literacy skills with the ability to type at least 40 wpm
• A private, dedicated workplace, free from interruption or distraction that promotes confidentiality
• Positive, driven and solution-oriented mentality
• **Must reside (permanent residence) in approved locations: North Carolina, Texas and Utah**
• Inbound sales and Contact Center experience a plus!

Qualifications

Must Haves

• 2-3 years minimum customer service experience
• A goal-getter mentality, always striving to crush metrics and share our amazing products with customers
• A fun, friendly personalit**y** that loves connecting with customers in unexpected and engaging ways
• Reliable internet connection and speeds of 20 mbps download and 10 mbps upload, or better
• Computer literacy skills with the ability to type at least 40 wpm
• A private, dedicated workplace, free from interruption or distraction that promotes confidentiality
• Positive, driven and solution-oriented mentality
• **Must reside (permanent residence) in approved locations: North Carolina, Texas and Utah**

Nice to Haves

• Inbound sales and Contact Center experience a plus!

Benefits

• Monthly performance bonuses for those who qualify
• Ownership of your development with support from leaders dedicated to fostering growth
• Bi-annual performance reviews
• A safe, respectful, and inclusive work environment
• Amazing medical, dental, and vision coverage
• 401(k) match
• Deep discounts on contact lenses, glasses lenses and glasses frames
• Tuition reimbursement for eligible courses
• Train and work remotely from approved states (Utah, Texas and North Carolina)