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, handling approximately 40 chats during an 8-hour shift or more.

• Advise customers on the best value options for contact lens purchases through engaging sales interactions.

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

• Foster communication and collaboration with managers and team members through individual meetings, team discussions, and virtual chats.

• Request prescriptions via phone from eye care providers when necessary.

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

• Identify and resolve issues to enhance the customer experience.

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

• Follow company policies and procedures diligently.

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

• Carry out additional responsibilities 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 Center operations is a plus!

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

• Reliable internet connection with a minimum speed of 20 Mbps for downloads and 10 Mbps for uploads, or better.

• A private and dedicated workspace that is free from interruptions or distractions, ensuring confidentiality.

• Ability to multitask and prioritize effectively.

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

• Punctuality and commitment to working your scheduled shift.

• Must reside permanently in an approved hiring state: Utah, North Carolina, or Texas.

• Mandatory 100% attendance during the three-week training period.

• Availability for required weekend shifts, preferably on Saturdays.

🏝️ Benefits

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

• Ownership of your professional development with support from leaders committed to fostering growth.

• Bi-annual performance evaluations.

• A safe, respectful, and inclusive workplace culture.

• Comprehensive medical, dental, and vision insurance coverage.

• 401(k) matching program.

• Free eye exams for your immediate family and dependents.

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

• Tuition reimbursement for eligible courses.

• Possible eligibility for medical, dental, vision, 401(k), and other benefits if the work schedule meets minimum Company requirements.