Customer Focus Expert - Remote (The Framery)

At The Framery, we believe in making the ordering and obtaining of glasses simple and exceptional. We empower our employees to tackle problems without asking permission, evidenced by our customer satisfaction scores and employee engagement numbers. Our Customer Focus Experts are known for going above and beyond to WOW our customers. We invest in our employees to ensure our customers have a remarkable experience.

What You’ll Do:

• Process a variety of inbound and outbound work items concurrently across phone, chat, email, and MMS channels across multiple business units.
• Provide top-notch customer service in a fast-paced, multifaceted environment by recommending frame styles and placing/servicing orders.
• Consult customers on the best value for their glasses purchases.
• Verify glasses prescriptions by processing inbound faxes from customers and eye care providers.
• Contact eye care providers to acquire prescriptions for our customers.
• Perform other duties as assigned by leadership.

What You’ll Need:

• 2-3 years minimum customer service experience.
• Inbound sales and Contact Center experience a plus.
• A goal-getter mentality, always striving to crush metrics and share our amazing products with customers.
• A fun, friendly personality 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 words per minute.
• 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.

Why You’ll Love Us:

• Ownership of your development with support from leaders dedicated to fostering growth.
• Bi-annual performance reviews.
• A safe, respectful, and inclusive work environment.

Perks:

• Amazing medical, dental, and vision coverage.
• 401(k) match.
• Deep discounts on contact lenses, glasses lenses, and glasses frames.
• Tuition reimbursement for eligible courses.