Digital Sales and Service Representative
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Job Description
Digital sales representative assisting customers with contact-lens purchases through chat, email, and MMS. Providing sales consultation and customer service for 1-800 Contacts, an online vision-care retailer.
Responsibilities:
- Answer 2-3 incoming customer chats concurrently using the NICE CXOne platform, totaling roughly 40 chats per 8-hour shift or more
- Consult customers on the best value for their contact lens purchases through sales interactions
- Reply to incoming customer emails or MMS as business needs require
- Communicate proactively with managers and team members through one-on-one meetings, team meetings, and team chats in a virtual work environment
- Request prescriptions by phone from eye care providers as needed
- Provide world-class customer service in a fast-paced, dynamic environment
- Identify and resolve problems to create a positive customer experience
- Maintain performance metrics including revenue per chat, quality, availability, and timeliness
- Abide by company policies and procedures
- Live the company values: Big Hearted, Unconventional, Tenacious, Better Together
- Perform other duties as assigned by leadership
Requirements:
- High school diploma (or GED equivalent)
- 2-3 years minimum customer service experience
- Chat sales and Contact Center experience a plus!
- 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
- Must reside permanently in an approved hiring state: North Carolina, Texas, or Utah
- 100% attendance is mandatory during the three-week training period
- Required weekend shift (Saturday preferred)
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
- Potential eligibility for medical, dental, vision, 401(k), and other benefits if the work schedule meets minimum Company requirements
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