Job Description

Customer Care Specialists in the Telephone Response Team are the ‘digital voice’ of OpticsPlanet. This position exists to provide great customer experience, optimize sales and profit margins by assisting customers in navigating our website, overcome procedural impediments, and in general, make it as easy as possible to do business with us. Specialists use their product knowledge, communication, and interpersonal skills to build value by closing sales, but also maximize future value by fostering a trusting relationship between us and the customer.

Primary Duties and Responsibilities

  • 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
  • Answer product questions
  • 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, Technical, etc.
  • Other ad hoc duties as assigned

Qualifications, Skills & Requirements

  • High School Diploma or equivalent
  • Must type at least 30 words per minute with 95% accuracy or better
  • Excellent Customer Service skills
  • Experience with MS Office applications (such as MS Word, MS Excel), email programs, and Internet browsers
  • Minimum of 1-year combined experience in retail, technical sales, mail order, internet sales, or customer service
  • 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

Office Perks

  • Free premium coffee & tea
  • Ping pong table, pool table, dart board, pinball machine, Xbox/PS4
  • Onsite gym and yoga classes
  • $5 Lunch program
  • Friday game club and other company-sponsored events

Benefits

  • Medical, prescription, dental and vision insurance
  • Employer paid life, AD&D and disability insurance
  • Employer paid employee assistance program (EAP)
  • Generous flexible time off (FTO)
  • 401k retirement benefits plan with a company match
  • Voluntary legal support services & pet insurance

Personal Information

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Other Information

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