Customer Retention Specialist

Summary

Join 1-800 Contacts as an Outbound Sales Representative and contribute to a company that prioritizes customer satisfaction. You will process outbound calls, consult customers on contact lens purchases, notify customers of expiring prescriptions, guide them through online vision tests, and provide support across various platforms. This role requires strong customer service and sales skills, technical proficiency, and a positive attitude. The position offers a competitive base pay plus bonus potential, along with comprehensive benefits including medical, dental, vision, 401(k) matching, and discounts on contact lenses and glasses. Remote work is available in specified states, with a three-week training period. This is a full-time position requiring weekend availability.

Requirements

• High school diploma or equivalent experience
• 2-3 years minimum customer service experience
• 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

Responsibilities

• 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
• 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

Preferred Qualifications

Sales experience

Benefits

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