Role Description Ecentria/OpticsPlanet is hiring Customer Care Specialists to join our team! This role is part of our Telephone Response Team and serves as the ‘voice’ of OpticsPlanet, representing 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 and full-time (benefits eligible) position scheduled for 40 hours/week (plus required overtime during holiday season). - 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. Qualifications - 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. Requirements - 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 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.

• Answer incoming calls • Respond to incoming emails • Attend screen share calls with clients • Attend regular meetings to discuss areas of improvement for Support • Be available during regular business hours for unexpected calls and meetings • Access to a private & secure workspace, free from distractions • Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor

Role Description Join Eastlink as a Customer Sales & Service Consultant. You will be responsible for: - Upgrading mobile phones - Reviewing plans to save money - Answering billing inquiries - Sharing current promos Qualifications - No prior experience required; training provided Requirements - Ability to work on-site at the Contact Center or remotely from home - Strong communication skills - Passion for customer service Benefits - Start Strong: $18.15/hr + unlimited commission & incentives - Grow Fast: Opportunities for promotion from within - Get Perks: Paid time off, holidays, sick days, benefits, pension & discounts - Training Provided: Comprehensive onboarding and training

• Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat, ensuring timely, accurate, and professional responses • Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with consistent adherence to SLA targets and quality standards • Deliver white-glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues • Handle outbound follow-up on open cases, escalations, and relationship-sensitive communications with appropriate tone and urgency • Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution • Process and track order adjustments, cancellations, returns, and account-level changes in internal systems • Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance • Identify recurring order or account issues and escalate patterns to supervisors with documented context • Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues that require multi-department input • Maintain accurate records of partner interactions, case notes, and resolution steps within the CRM/ticketing platform • Contribute to knowledge base maintenance by flagging outdated documentation and suggesting process improvements • Support ad hoc projects, testing, and process rollouts as directed by CX leadership • Meet or exceed individual KPI targets including response time, resolution rate, CSAT, and contact quality scores • Actively participate in coaching sessions, QA reviews, and team calibrations to continuously improve performance • Demonstrate consistent reliability in attendance, schedule adherence, and communication standards • Surface partner feedback and recurring friction points to the team as inputs for product and process improvement