Customer Focus Expert (The Framery)

Who we are

SeekWell is the parent company of 1-800 Contacts, The Framery and Luna. 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. 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 The Framery, we believe in making the ordering and obtaining of glasses simple and exceptional. We do this by empowering our employees to tackle problems without asking permission, and the proof is in the pudding when you consider our customer satisfaction scores and employee engagement numbers. Our Customer Focus Experts have a reputation for going above and beyond to WOW our customers. We invest in our employees to make sure our customers have a remarkable experience.

The details

Start Date: October 5th

Full-Time: 40 hours/week

Training: 2-3 weeks (M-F 10am-5pm, full attendance required)

Starting base pay: $15/hour

Schedule: Available from 7 AM-6 PM MST, including Saturdays (required)

Work Type: Remote

What you’ll do

Process a variety of inbound and outbound work items concurrently across phone, chat, email, and MMS channels across multiple business units

Provide top-notch customer service in a fast-paced, multifaceted environment by recommending frame styles and placing and servicing orders

Consult customers on the best value for their glasses purchases

Verify glasses prescriptions by processing inbound faxes from customers and eye care providers

Contact eye care providers to acquire prescriptions for our customers

Performer other duties as assigned by leadership

What you'll need

2-3 years minimum customer service experience

Inbound sales and Contact Center experience a plus!

A goal-getter mentality , always striving to crush metrics and share our amazing products with customers

A fun, friendly personalit y that loves connecting with customers in unexpected and engaging ways

Reliable internet connection and speeds of 20 mbps download and 10 mbps upload, or better

Computer literacy skills with the ability to type at least 40 wpm

A private, dedicated workplace, free from interruption or distraction that promotes confidentiality

Positive, driven and solution-oriented mentality

Must reside (permanent residence) in approved locations: North Carolina, Texas and Utah

Why you'll love us

Ownership of your development with support from leaders dedicated to fostering growth

Bi-annual performance reviews

A safe, respectful, and inclusive work environment

Perks

Amazing medical, dental, and vision coverage

401(k) match

Deep discounts on contact lenses, glasses lenses and glasses frames

Tuition reimbursement for eligible courses

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