Customer Success Advocate

1-800 Contacts • Draper, UT

8h • Remote

About The Position

At 1-800 Contacts, the belief is that ordering and obtaining contact lenses should be simple and affordable. This is achieved by empowering employees to solve problems without needing permission, which is reflected in high customer satisfaction and employee engagement scores. The company's agents are known for going above and beyond for customers. This is not a typical call center job, but an opportunity to join an amazing company and culture. SeekWell, the parent company of 1-800 Contacts, The Framery, and Luna, aims to make vision care simpler, easier, and more accessible. They maintain the award-winning culture established by 1-800 Contacts nearly 30 years ago and continue to develop innovative products. Owned by KKR, a major private equity investment company, SeekWell has built a successful company by consistently prioritizing the customer.

Requirements

• 2-3 years minimum customer service experience
• 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 wpm
• 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

Nice To Haves

• Inbound sales and Contact Center experience a plus!

Responsibilities

• Answer inbound calls: Handle inbound sales and service calls—no cold calling required! Focus on helping customers and enhancing their experience.
• Consult with care: Offer thoughtful advice to help customers get the most value from their contact lens purchase on every call.
• Stay connected: Engage proactively with your manager and team through one-on-ones, team meetings, and chats, ensuring success in a virtual work environment.
• Provide top-tier service: Deliver exceptional customer service in a fast-paced, ever-changing environment. Keep calm, stay focused, and exceed expectations.
• Solve problems with ease: Identify and resolve customer issues quickly, empowering yourself to make decisions in the moment for a positive experience.
• Hit your targets: Maintain high performance metrics, including revenue per call, quality, availability, and dependability—always striving for excellence.
• Live our values: Bring your Big Hearted, Unconventional, Tenacious, and Better Together attitude to every call, chat, and interaction.

Benefits

• Monthly performance bonuses for those who qualify
• 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
• Deep discounts on contact lenses, glasses lenses and glasses frames
• Tuition reimbursement for eligible courses

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees