Customer Care Specialist

Customer Care Specialists in the Telephone Response Team are the ‘voice’ of OpticsPlanet and must represent us professionally, politely, and with a passion for assisting customers. This position is responsible for providing a great customer experience, optimizing sales and profit margins, assisting customers navigate our website, overcoming procedural impediments, and in general, making it as easy as possible to do business with OpticsPlanet. 

This is a fully remote position scheduled for 40 hours/week (plus required overtime during holiday season).

Responsibilities

• Use product knowledge, communication, and interpersonal skills to build value by closing sales and maximizing future sales through a positive, trusting relationship with their co-workers and customers.
• Answer incoming telephone inquiries from prospective and existing customers.
• Initiate and close sales and convert on-hold orders to active sales.
• Check order status for customers.
• Resolve issues with orders.
• Answer product questions and make product recommendations.
• Inform customers of current promotions or special sales.
• Make discount decisions within corporate guidelines.
• Answer questions about the company and its policies.
• Distribute incoming phone calls to appropriate departments i.e. Purchasing, Marketing, Legal, etc.
• Other ad hoc duties as assigned.

•  High School Diploma or equivalent required.
• Minimum of 1 year call center or contact center experience within the retail or service industry.
• 1 year ecommerce sales experience in a sales-based role assisting customers with product or service selection.
• Must type at least 30 words per minute with 95% accuracy or better.
• Excellent verbal communication and Customer Service skills.
• Experience with MS Office applications (such as MS Word, MS Excel), email programs, and Internet browsers.
• Excellent written communication skills including spelling, grammar, and vocabulary.
• Knowledge of etiquette governing internet forums and chat communication.
• Patience, empathy, and friendliness in dealing with customers.
• Willingness to see customer issues through to resolution.
• Knowledge of principles and methods for showing, promoting, and selling technical products and services is a plus.

Compensation and Benefits: Hourly rate: $17.00/hour

Ecentria offers generous benefits to full-time employees including but not limited to: 

• Medical, Dental and vision insurance
• 401k plan participation 
• Company paid Short and Long-Term Disability Insurance 
• Company paid Life Insurance
• Company paid holidays 
• Employee Assistance Program
• Paid Parental Bonding Leave

To learn more Ecentria’s benefits, please visit: https://ecentria.com/careers/

Work Location: Fully Remote 

We are open to hiring employees in states that we have an established presence. We’re excited to consider residents of Arizona, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Missouri, Montana, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, South Dakota, Texas, Utah, Virginia, and Wisconsin. If you’re from one of these states, we’d love to hear from you. This list is subject to change at the company’s discretion.

Application:
If a strong match is found between your qualifications and the requirements of the position, a member of the recruiting staff will contact you to further discuss the career opportunity.

Equal Employment Opportunity:

Ecentria is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.