Digital Associate (Remote) - Customer Chat & Email Support
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Job Description
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SeekWell, the parent company of 1-800 Contacts, Framery, and Luna, aims to simplify and make vision care accessible. With a legendary culture rooted in customer-first principles, the company continues to innovate and grow under KKR’s leadership.
The Role
As a Digital Associate, you’ll engage with customers through chat and email, providing exceptional support while driving sales. This is a sales-focused role where you’ll consult customers on the best contact lens options, ensuring a seamless and positive experience.
- Handle 2-3 concurrent customer chats per shift using the NICE CXOne platform, managing up to 40 chats in an 8-hour shift.
- Respond to incoming emails or SMS as needed to address customer inquiries.
- Collaborate with your manager and team via one-on-one meetings, team chats, and virtual meetings to thrive in a remote environment.
- Request prescriptions from eye care providers when necessary.
- Deliver outstanding customer service in a fast-paced, dynamic setting.
- Solve problems creatively to enhance customer satisfaction.
- Maintain high performance metrics, including revenue per chat, quality, availability, and timeliness.
- Adhere to 1-800 Contacts policies and embody the company values: Big Hearted, Unconventional, Tenacious, Better Together.
- Perform additional duties as assigned by leadership.
Requirements
- A high school diploma or GED equivalent.
- 2-3 years of customer service experience (chat sales and contact center experience is a plus).
- Strong typing skills (40+ words per minute) and technical proficiency.
- Reliable internet connection with speeds of 20+ Mbps download and 10+ Mbps upload.
- A private, distraction-free workspace that ensures confidentiality.
- Ability to multitask and prioritize effectively.
- A positive, solution-oriented mindset.
- Consistent punctuality and adherence to scheduled shifts.
Benefits
- Comprehensive medical, dental, and vision coverage.
- 401(k) match.
- Free eye exams for immediate family and dependents.
- Discounts on contact lenses, glasses lenses, and frames.
- Tuition reimbursement for eligible courses.
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1-800 Contacts
View Company Profile1-800 Contacts (operating at 1800contacts.com) is a leading online retailer of contact lenses and vision care products, specializing in delivering affordable, high-quality eyewear solutions. Founded in 1995 by Jonathan C. Coon and John F. Nichols, and headquartered in Draper, Utah, the company disrupts traditional eye care by offering competitive pricing, free shipping, and seamless online ordering—eliminating the hassle of in-person purchases. Under the hood, the platform leverages a vast inventory of millions of contact lenses in stock, paired with a user-friendly mobile app and 24/7 customer support, ensuring rapid fulfillment and hassle-free exchanges or returns. This allows consumers to access affordable vision care without compromising convenience or quality. While specific funding details are not publicly disclosed, the company has scaled to serve millions of customers annually, reinforcing its position as a dominant player in the retail health and personal care sector.
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