Digital Sales and Service Representative

Who We Are

SeekWell is the parent company of 1-800 Contacts, Framery, and Luna. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer.

We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built a great company and changed an industry by putting the customer first, always. The best is yet to come.

Why you want this job At 1-800 Contacts, we believe that ordering and obtaining contact lenses should be simple and affordable. We do this by empowering our people to solve problems without having to ask permission, and the proof is in the pudding when you consider our customer satisfaction scores and employee engagement numbers. The Digital Associate is a role for a passionate individual that desires to interact with customers through chat and email.

We invest in our employees to make sure our customers have a remarkable experience. This is not just another call center job, apply today to become a part of our amazing company and culture!

What You’Ll Do

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 What you'll need 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

Perks

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 Approved remote working locations (permanent residence): North Carolina, Texas and Utah We are an equal opportunity employer and value diversity at our company.