Digital Sales and Service Representative

This is a fully remote position, open to applicants in North Carolina, +2 more states.

📋 Description

• Manage 2-3 incoming customer chats simultaneously using the NICE CXOne platform, averaging approximately 40 chats during an 8-hour shift or more.

• Advise customers on the best value for purchasing contact lenses as part of a sales-oriented role.

• Respond to incoming customer emails or MMS as required by business needs.

• Proactively communicate and engage with managers and team members through one-on-one meetings, team meetings, and team chats.

• Request prescriptions from eye care providers via phone as needed.

• Deliver exceptional customer service in a fast-paced and dynamic environment.

• Identify and resolve issues to ensure a positive customer experience.

• Maintain performance metrics such as revenue per chat, quality, availability, and timeliness.

• Adhere to 1-800 Contacts policies and procedures.

• Embody the company values: Big Hearted, Unconventional, Tenacious, Better Together.

• Execute additional duties as assigned by leadership.

⛳️ Requirements

• High school diploma or GED equivalent.

• A minimum of 2-3 years of customer service experience.

• Experience in chat sales and contact centers is a plus!

• Excellent typing skills (at least 40 words per minute) and technical proficiency.

• Reliable internet connection with speeds of at least 20 mbps download and 10 mbps upload, or better.

• A private, dedicated workspace free from interruptions or distractions that ensures confidentiality.

• Capability to multitask and prioritize effectively.

• A positive, driven, and solution-oriented mindset.

• Punctuality and the ability to work your scheduled shift are essential.

• Must be a permanent resident of an approved hiring state: North Carolina, Texas, or Utah.

• Attendance during the mandatory three-week training is 100% required.

• Availability for weekend shifts (preferably Saturdays) is required.

🏝️ Benefits

• Monthly performance bonuses for qualifying employees (up to $6 per hour).

• Take ownership of your development with support from leaders committed to fostering growth.

• Bi-annual performance evaluations.

• A safe, respectful, and inclusive work environment.

• Comprehensive medical, dental, and vision coverage.

• 401(k) matching program.

• Complimentary eye exams for your immediate family and dependents.

• Significant discounts on contact lenses, glasses lenses, and frames.

• Tuition reimbursement for eligible courses.