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Customer Retention Specialist

Draper, UT (Remote)

Why you want this job

At 1-800 Contacts, we make ordering and obtaining contact lenses simple and exceptional. Of all the companies that talk the talk about putting the customer first, we are one of the few that walk the walk. Our Outbound Sales Representatives provide an abundance of solutions to help fulfill our customers contact lens needs. You’ll have the opportunity to help the company further one of its largest initiatives helping consumers understand our Express Exam platforms and the benefits of having more control of their contact lens prescription. We invest in our employees to make sure our customers have a remarkable experience. This is not just another call center job, apply today to become a part of our amazing company and culture!

The details

  • Start Date: Monday, January 27
  • Training and working remotely from approved locations: North Carolina, Texas and Utah
  • Training: Three weeks (10 am – 5 pm MST, Monday-Friday)
  • Full-time (40 hours per week)
  • Shifts available between 7 am -7 pm MST, Saturdays required
  • Starting base pay: $15.00 per hour + bonus potential of up to $3/hr
  • One required weekend shift every weekend

What you'll do

  • Process automated outbound calls to existing customers to assist in resolving issues with stuck or deleted orders
  • Consult customers on the best value for their contact lens purchases on each call
  • Notify customers of upcoming expiring prescriptions
  • Help guide customers through our Express Exam online vision test
  • Support customers through other platforms when business needs arise, including, but not limited to outbound support calls, inbound calls, chat, mms, and emails. (Training will be provided where needed)
  • Identify and resolve concerns in a way that creates a positive customer experience
  • Maintain high performance metrics including revenue per call (upsells), quality, availability, and timeliness metrics
  • Be able to problem solve and think fast keeping the customer and company in mind
  • Live the company values: Big Hearted, Unconventional, Tenacious, Better Together

What you'll need

  • High school diploma or equivalent experience
  • 2-3 years minimum customer service experience
  • Sales experience preferred
  • Great typing skills (at least 40 words per minute) and technical proficiency
  • Reliable internet connection and speeds of 20 mbps download and 10 mbps upload, or better
  • A private, dedicated workplace, free from interruption or distraction that promotes confidentiality
  • Positive, driven and solution-oriented mentality
  • Ability to show up to work on time and work your scheduled shift

Why you'll love us

  • Coaching and mentorship from leaders and mentors passionate about your growth
  • Bi-Annual performance reviews
  • A safe, respectful, and inclusive work environment

Perks

  • Amazing medical, dental, and vision coverage
  • 401(k) match
  • Free eye exams for your immediate family and dependents
  • Deep discounts on contact lenses, glasses lenses and glasses frames
  • Tuition reimbursement for eligible courses

Who we are

SeekWell is the parent company of 1-800 Contacts, Luna, and Hello Eyes. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer and optometrists squirm. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built a great company and changed an industry by putting the customer first, always. The best is yet to come.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#LI-Remote

*For remote hourly applicants to be considered, you must live in one of the following approved states: Utah, Texas, North Carolina

It is anticipated this position will have a salary within the range listed below, depending on the candidate’s qualifications for the role. The successful candidate may also be eligible to enroll in several benefits including medical, dental, vision, 401(k), and others provided the work schedule meets the minimum Company requirements.

United States Remote Hourly Range

$15 - $15 USD

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Please note that the only approved states we currently hire in are North Carolina, Texas and Utah. If you reside in a state other than these, we cannot consider you for the position. 

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Please note that training is mandatory, and time off is not granted for academic or personal reasons. Should this training conflict with any existing commitments, we would recommend that you submit an application at a later date.

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