Digital Associate (Remote) - Customer Chat & Email Support

At 1-800 Contacts, we believe that ordering and obtaining contact lenses should be simple and affordable. We empower our employees to solve problems without needing permission, reflected in our customer satisfaction scores and employee engagement numbers. This role is for a passionate individual who wants to interact with customers through chat and email.

Core Responsibilities:

• Answer 2-3 incoming customer chats concurrently using the NICE CXOne platform, handling roughly 40 chats per 8-hour shift.
• Engage in sales consultations to help customers find the best value for their contact lens purchases.
• Reply to incoming emails or SMS as needed.
• Proactively communicate with managers and team members in a virtual environment (e.g., one-on-one meetings, team chats).
• Request prescriptions via phone from eye care providers as needed.
• Provide world-class customer service in a fast-paced environment.
• Resolve issues to create a positive customer experience.
• Maintain high performance metrics, including revenue per chat, quality, availability, and timeliness.
• Adhere to company policies and live the company values: Big Hearted, Unconventional, Tenacious, Better Together.