Digital Associate (Remote) - Customer Chat & Email Support

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.