Note: The job is a remote job and is open to candidates in USA. 1-800 Contacts is hiring a Digital Sales and Service Representative to support customers through chat and email. The role focuses on advising customers on contact lens purchases, resolving issues, and delivering timely, high-quality service in a remote environment.
Responsibilities
- Manage up to 3 concurrent incoming customer chats via the NICE CXOne platform, totaling roughly 60 chats per 8-hour shift
- 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
- Ability to multitask and prioritize at the same time
- Chat sales and Contact Center experience a plus!
Benefits
- 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
- 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
- Remote work from approved states: Utah, Florida, North Carolina and Texas
Company Overview