Call Center Associate - Remote

  The Call Center Associate Specialist on the Written 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. The Call Center Associates use their 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.

 

Duties & Responsibilities of the Call Center Associate

 

• Answer incoming chat and email 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 chats and emails to appropriate departments i.e. Purchasing, Marketing, Legal, etc.
• Other ad hoc duties as assigned

 

Qualifications, Skills & Requirements of the Call Center Associate

 

• High School Diploma or equivalent 
• Must type at least 30 words per minute with 95% accuracy or better
• Excellent written communication skills including spelling, grammar, and vocabulary
• 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 verbal communication and Customer Service skills
• 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 

Benefits

• Medical Insurance from Blue Cross Blue Shield, including HSA, HMO, and PPO options
• Prescription, dental and vision insurance
• Employer-paid life, AD&D and disability insurance
• Employer-paid employee assistance program
• Generous FTO (flexible time off)
• 401k retirement benefits plan with a company match
• Voluntary legal support services, pet insurance & identity theft protection
• Salary commensurate with work experience and education

 

Ecentria is the winner of many prestigious HR-driven awards, including:

• Best & Brightest Place to Work in Chicago, 2021  
• Best & Brightest Place to Work in Chicago, 2020  
• Best & Brightest Place to Work in Chicago, 2019  
• Top Workplace in Chicago (Chicago Tribune Award), 2021 
• Top Workplace in Chicago (Chicago Tribune Award), 2019  
• Top Workplace in Chicago, (Chicago Tribune Award), 2018 
• Best & Brightest Place to Work in the Nation, 2019  
• Best & Brightest Place to Work in the Nation, 2018  

 

Work Location of the Call Center Associate - Bannockburn, IL 

Ecentria and its affiliates are an Equal Opportunity Employer. The Company does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.  Ecentria and its affiliates are Drug Free Workplaces.