Customer Retention Specialist

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.

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: 7/15
• Training: Three weeks, M-F, 10 am to 5 pm MST, fourth week and beyond you will work your assigned schedule Training and working remotely from approved locations
• Full-time (40 hours per week)
• Starting base pay: $15/hour plus bonus potential
• Shifts between 7am-8pm MST. Shifts will not change for at least three months
• Required Saturday or Sunday shift for minimum one year

Why you'll love us

• Monthly performance bonuses for those who qualify (up to $3.00/hour)
• Coaching and mentorship from leaders and mentors passionate about your growth
• Bi-Annual performance reviews
• A safe, respectful, and inclusive work environment

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
• Abide by 1-800 Contacts policies and procedures as identified and amended from time to time
• Live the company values: Big Hearted, Unconventional, Tenacious, Better Together
• Perform other duties as assigned by leadership

What you'll need

• High school diploma (or GED equivalent)
• Great typing skills (at least 35 words per minute)
• Technical aptitude
• 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 provides confidentiality
• Positive, solution-oriented mindset
• Ability to show up to work on time and work your scheduled shift

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

Approved remote working locations (permanent residence): Arizona, Florida, Idaho, Nevada, North Carolina, Texas, Utah, Virginia

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.