Digital Sales and Service Representative

Summary

SeekWell is the parent company of 1-800 Contacts, Framery, and Luna, focused on making vision care simpler, easier, and more accessible. 1-800 Contacts is seeking a Digital Sales and Service Representative to assist customers through chat, email, and MMS while recommending contact lens purchases and delivering a high-quality customer experience. The role also involves requesting prescriptions, resolving customer issues, maintaining performance metrics, and collaborating with remote team members.

Responsibilities

• Answer 2-3 incoming customer chats concurrently, using the NICE CXOne platform, totaling roughly 40 chats per 8-hour shift or more
• This is a sales job; you will consult customers on the best value for their contact lens purchases on each call
• Reply to incoming emails or mms from customers as business needs require
• Proactively communicate and engage with your manager and team members to be successful in a virtual work environment, including but not limited to; one-on-one meetings, team meetings, and team chats
• Request prescriptions via phone from eye care providers as needed
• Provide world class customer service in a fast-paced, dynamic environment
• Identify and resolve problems in a way that creates a positive customer experience
• Maintain high performance metrics including revenue per chat (again, sales), quality, availability, and timeliness metrics
• Abide by 1-800 Contacts policies and procedures as identified and amended from time to time
• Live the company values: Big Hearted, Unconventional, Tenacious, Better Together
• Perform other duties as assigned by leadership

Skills

• High school diploma (or GED equivalent)
• 2-3 years minimum customer service experience
• Great typing skills (at least 40 words per minute) and technical proficiency
• Reliable internet connection and speeds of 20 mbps download and 10 mbps upload, or better
• A private, dedicated workplace, free from interruption or distraction that promotes confidentiality
• Ability to multitask and prioritize at the same time
• Positive, driven and solution-oriented mindset
• Ability to show up to work on time and work your scheduled shift
• **Approved remote working locations (permanent residence): North Carolina, Texas and Utah**
• To be considered for this remote position, candidates must reside in one of our approved hiring states, which are specified in the job application questions below
• Chat sales and Contact Center experience a plus!

Qualifications

Must Haves

• High school diploma (or GED equivalent)
• 2-3 years minimum customer service experience
• Great typing skills (at least 40 words per minute) and technical proficiency
• Reliable internet connection and speeds of 20 mbps download and 10 mbps upload, or better
• A private, dedicated workplace, free from interruption or distraction that promotes confidentiality
• Ability to multitask and prioritize at the same time
• Positive, driven and solution-oriented mindset
• Ability to show up to work on time and work your scheduled shift
• **Approved remote working locations (permanent residence): North Carolina, Texas and Utah**
• To be considered for this remote position, candidates must reside in one of our approved hiring states, which are specified in the job application questions below

Nice to Haves

• Chat sales and Contact Center experience a plus!

Benefits

• Starting base pay: $15.00 per hour + bonus potential of up to $6/hr
• Monthly performance bonuses for those who qualify (up to $6 per hour)
• Ownership of your development with support from leaders dedicated to fostering growth
• Bi-annual performance reviews
• A safe, respectful, and inclusive work environment
• Train and work remotely from approved states (Utah, North Carolina and Texas)
• Amazing medical, dental, and vision coverage
• 401(k) match
• Free eye exams for your immediate family and dependents
• Deep discounts on contact lenses, glasses lenses and glasses frames
• Tuition reimbursement for eligible courses