The Top 20 1-800 CONTACTS Interview Questions To Prepare For

Getting a job at 1-800 CONTACTS is no easy feat. As the largest online retailer of contact lenses in the US, they receive thousands of applications every year. Competition is fierce, and you need to come prepared to stand out from the crowd.

In this article I’ll share the top 20 most commonly asked interview questions at 1-800 CONTACTS based on my research. I’ve also included sample answers to help you craft winning responses.

Whether you have an interview coming up or just want to be ready when opportunity knocks, use this as your ultimate guide for acing the 1-800 CONTACTS interview. Let’s dive in!

Overview of 1-800 CONTACTS

Before we get to the questions a quick background on 1-800 CONTACTS. Founded in 1995, they were one of the first companies to sell contacts online. They revolutionized the industry by offering unbeatable convenience – contacts delivered right to your door.

Today, they are the leading online retailer of contacts in the US with over 300 million orders shipped. Headquartered in Utah, they employ over 1,000 staff across the country.

1-800 CONTACTS emphasizes a positive culture focused on customer experience. Interview questions aim to assess if you’ll align with their values of empathy, transparency, and continuous improvement.

1-800 CONTACTS Interview Questions and Answers

1. Why do you want to work for 1-800 CONTACTS?

This is likely to be the very first question, so make sure you’re prepared with a compelling answer that shows you’ve done your research

Sample Answer: I’m excited by 1-800 CONTACTS’ mission to make vision care accessible and convenient. As an industry pioneer, you’ve not only improved people’s lives through innovation but also nurtured a culture centered around customer happiness. I’m inspired by the high standards you set for both empathy and efficiency. If hired, I’d look forward to bringing passion and care to customers and helping drive the company to new heights.

2. What makes you a good fit for this role?

With this question, interviewers want to understand why you’ll thrive in the specific position. Make sure to highlight relevant skills, achievements, and values that align with the role.

Sample Answer: Through my 3 years of experience as a customer service manager, I’ve honed skills that directly translate to this position. Firstly, I’m adept at resolving complex customer issues, having maintained high satisfaction levels by proactively addressing concerns. Secondly, I’m an analytical thinker, leveraging data insights to enhance processes. For example, I decreased call resolution times by 15% by implementing a dynamic call routing system. Finally, I’ve led teams in fast-paced environments. My collaborative approach and commitment to empathy would allow me to partner cross-functionally and uphold 1-800 CONTACTS’ people-first values.

3. How does our mission statement resonate with you?

Since 1-800 CONTACTS is so focused on culture, expect questions testing your alignment with their values and purpose. Research their mission statement thoroughly before the interview.

Sample Answer: Your mission to empower people with vision care solutions resonates deeply with me. My grandfather struggled with vision problems but didn’t have access to affordable options – so I understand how life-changing your services can be. What resonates most is your human-centered approach and commitment to democratizing vision care, not just selling products. If hired, I’ll keep this mission at the core of my work, always asking – how can we better people’s lives through our products and service?

4. Tell us about a time you went above and beyond for a customer.

Customer obsession is integral to 1-800 CONTACTS’ culture, so expect behavioral questions like this one. Choose an example that demonstrates patience, empathy and commitment to service excellence.

Sample Answer: When a loyal customer’s shipment was delayed due to a mix-up, I made it my personal mission to rectify the situation quickly. I apologized sincerely, refunded their entire order, and overnighted a replacement shipment on an expedited basis. But more importantly, I listened attentively as the customer expressed their frustrations, validating their feelings. This empathy led to an outcome where the customer felt genuinely heard and cared for. They later sent an email commending me for the exceptional service. It was a great reminder that going above and beyond is as much about emotional intelligence as it is about solving problems.

5. How would you handle an angry customer?

Expect scenarios testing your composure and conflict management skills. The interviewers want to assess if you can de-escalate situations.

Sample Answer: When managing an angry customer, I take a patient, empathetic approach. First and foremost, I give them my undivided attention and don’t interrupt – allowing them to vent their frustrations fully. I apologize sincerely for the inconvenience caused. Once they feel heard, I ask thoughtful questions to understand the context and offer solutions, speaking in a calm, reassuring tone. If needed, I involve my supervisor for additional support. I learned that simply listening and validating their perspective can work wonders in diffusing anger. With empathy and accountability, even the most difficult situations can be resolved amicably.

6. Tell me about a time you struggled to meet a tight deadline. What was the outcome?

Don’t be afraid to share examples of failures or mistakes – if you can spin them into learning opportunities. Be transparent about the situation while emphasizing the lessons.

Sample Answer: Early in my career as a web developer, I struggled with time management. I took on an overly ambitious timeline for building a company’s website from scratch. Midway through, it became apparent I wouldn’t meet the deadline I had promised. I immediately informed the client and took accountability for my mistake. Together, we reworked the schedule into more achievable milestones. Although it was a difficult conversation, being proactive and transparent mitigated the impact. It taught me the importance of open communication, not overpromising, and asking for help when needed. The project ultimately exceeded the client’s expectations despite the early hiccups.

7. How do you ensure you deliver consistent service to every customer?

1-800 CONTACTS seeks people who can maintain high standards at scale. Share proven methods you use to achieve consistency amidst diversity.

Sample Answer: I leverage frameworks like SPIRIT to ensure consistently exceptional service, regardless of the customer’s demeanor or the situation’s complexity. SPIRIT stands for Smile, Personalize, Initiate, Relate, Inform and Thank. This simple yet powerful methodology reminds me to approach each interaction with positivity, active listening, and an ownership mindset. I also rely on documentation and knowledge sharing so that learnings from one interaction can benefit the next. Between defined frameworks and enabling collaboration, I’m able to raise the bar for every single customer.

8. A customer complains that the contact lenses you sent are defective. What do you do?

For customer-facing roles, scenarios testing your judgment will be common. Demonstrate how you’d make sound decisions under pressure.

Sample Answer: My first step would be active listening to understand the specifics of the issue. I’d ask thoughtful questions to determine the extent and cause of the defect. If it’s an obvious manufacturing flaw, I’d apologize and immediately initiate a replacement order at no extra charge. I’d also submit feedback to our quality assurance team to investigate the defects and prevent future occurrences. If the cause is unclear, I’d engage internal teams to troubleshoot and identify next steps. Throughout the process, I’d set clear expectations on resolution timelines and follow-up frequently to provide status updates to the customer. My goal would be to resolve the issue to the customer’s complete satisfaction.

9. How do you stay up-to-date on our products and services?

Working at 1-800 CONTACTS requires in-depth, up-to-date knowledge. Demonstrate curiosity and a hunger to continuously learn.

Sample Answer: I believe that truly exceptional service requires understanding our offerings inside out. That’s why I take a proactive approach to developing product expertise. I regularly explore our website, social channels and blogs to get familiar with new products and features. Whenever I interact with customers, I take note of their needs and feedback to identify potential gaps in my knowledge. I also leverage available resources – training materials, newsletters, team meetings – to expand my learning. By keeping a finger on the pulse of the latest at 1-800 CONTACTS, I’m able to provide tailored solutions and advice, thereby delighting customers.

10. How do you stay motivated when handling repetitive tasks?

Customer service roles can involve monotony. Share tips and mindset shifts you’d employ to maintain energy.

Sample Answer: I look for opportunities to learn and improve, even in repetitive tasks. For example, I track my performance on metrics like call resolution times to challenge myself. When possible, I offer to cross-train and support other teams to gain exposure. I also leverage slow periods to build rapport with colleagues – hearing their stories and perspectives recharges me. Most importantly, I remind myself of the direct impact my work has on customers. Their satisfaction is my number one motivator, fuelling me through the most mundane task. By focusing on continual improvement and higher purpose, I stay energized through any role.