Role Description The Digital Associate is a role for a passionate individual that desires to interact with customers through chat and email. This is not just another call center job; apply today to become a part of our amazing company and culture! - Start Date: July 13th, 2026 - Train and work remotely from approved states (Utah, North Carolina, and Texas) - Training: Three weeks (10 AM – 5 PM MST, M-F) - 100% attendance is mandatory - Full-time (40 hours per week) - Shifts will be in the afternoon/evenings (ex. 2:30 PM - 11 PM MST) - Starting base pay: $15.00 per hour + bonus potential of up to $6/hr - Required weekend shift Qualifications - High school diploma (or GED equivalent) - 2-3 years minimum customer service experience - Great typing skills (at least 40 words per minute) and technical proficiency - Reliable internet connection and speeds of 20 mbps download and 10 mbps upload, or better - A private, dedicated workplace, free from interruption or distraction that promotes confidentiality - Ability to multitask and prioritize at the same time - Positive, driven and solution-oriented mindset - Ability to show up to work on time and work your scheduled shift Requirements - Answer 2-3 incoming customer chats concurrently, using the NICE CXOne platform, totaling roughly 40 chats per 8-hour shift or more - This is a sales job; you will consult customers on the best value for their contact lens purchases on each call - Reply to incoming emails or MMS from customers as business needs require - Proactively communicate and engage with your manager and team members to be successful in a virtual work environment - Request prescriptions via phone from eye care providers as needed - Provide world-class customer service in a fast-paced, dynamic environment - Identify and resolve problems in a way that creates a positive customer experience - Maintain high performance metrics including revenue per chat, quality, availability, and timeliness metrics - Abide by 1-800 Contacts policies and procedures as identified and amended from time to time - Live the company values: Big Hearted, Unconventional, Tenacious, Better Together - Perform other duties as assigned by leadership Benefits - Monthly performance bonuses for those who qualify (up to $6 per hour) - Ownership of your development with support from leaders dedicated to fostering growth - Bi-annual performance reviews - A safe, respectful, and inclusive work environment - Amazing medical, dental, and vision coverage - 401(k) match - Free eye exams for your immediate family and dependents - Deep discounts on contact lenses, glasses lenses, and glasses frames - Tuition reimbursement for eligible courses - Approved remote working locations (permanent residence): North Carolina, Texas, and Utah

• Respond promptly to inbound leads through phone, email, chat, and other communication channels. • Conduct high-quality intake calls with potential clients, gathering case details and assessing eligibility. • Build trust and rapport quickly with leads while delivering a professional and empathetic experience. • Take ownership of the conversation and confidently guide potential clients toward signing with the firm. • Use consultative selling techniques to explain the firm’s value, address concerns, and move leads through the decision-making process. • Handle objections effectively and follow up persistently with warm and undecided leads. • Close contracts and support clients through the onboarding process from first contact to signed agreement. • Accurately document all conversations, updates, and lead activity in the CRM and case management systems. • Review and manage new leads, pending contracts, and follow-up opportunities daily. • Coordinate with the legal and intake teams to ensure a smooth handoff once the client signs. • Organize contracts, supporting documentation, termination letters, photos, and other intake-related files.

• Develop and implement strategic sales plans • Manage all sales-related activities and customer relationships of assigned accounts • Develop relationships with current and prospective accounts • Identify sales opportunities and establish a pipeline of business • Meet and exceed defined sales growth requirements • Manage CRM tasks and keep records up to date • Report critical customer information to the VP of sales and/or President • Attend regional shows as required

• Driving revenue growth and expanding market presence across Florida • Strengthening customer relationships within the traffic and ITS industry • Managing regional sales activity in a cost-efficient manner aligned with the approved operating budget • Participating in project management processes for regional projects exceeding $50K in revenue • Building and maintaining relationships with key decision makers, engineers, agencies, and industry partners • Providing timely and responsive customer support, problem-solving, and follow-up • Driving specification and promotion of core traffic signal products • Participating in annual sales planning, forecasting, and budget development • Attending and representing company at trade shows, conferences, and industry events