Senior Call Center Agent

Window Nation • Fulton, MD

2d • Hybrid

About The Position

Window Nation is searching for a Fulltime Senior Call Center Agent to ensure the best quality experience for every customer that wants to begin their purchasing journey. You will lead our homeowners through a scripted journey that will leave them excited to have scheduled an appointment with the 3rd largest window replacement company in the country! You will have the opportunity to lead your fellow Agents through coaching, training, and mentorship in addition to supporting management with various reporting requirements. Availability to work Morning Shifts, Evening Shifts, Weekend Shifts, and some holidays is required.

Requirements

• High School Diploma, GED, or equivalent.
• 1+ years of experience in a customer service-oriented or sales-oriented field.
• 6+ months of experience in a call center environment.
• Availability to work Morning Shifts, Evening Shifts, Weekend Shifts, and some holidays is required.

Nice To Haves

• Proficiency with Microsoft Office Suite.
• Experience with Dynamics 365 is a plus.
• Someone with a “team first†approach who demonstrates a desire to lead, coach and train others.
• Call Grades above 90% - 3+ months
• Below 10% Error rate - 3+ months
• Below 10% 1 leg rate - 3+ months

Responsibilities

• Make and receive over 30 phone calls per hour.
• Participate in all available queue groups, including but not limited to: Outbound, SMS, Chat, Inbound, Canvass, Live Sets, Sales Support, etc.
• Assist with the Confirmations process as needed and make executive decisions on lead eligibility by qualifying lead requirements.
• Schedule and manage appointments for the sales team.
• Demonstrate subject matter expertise with Call Center Policy and Procedure.
• Exercise judgment and make timely decisions to promote smooth workflow.
• Ensure maximum productivity by exceeding goals and objectives.
• Maintain the lowest possible error rates by entering data into our system with the highest level of accuracy.
• Answers questions, provides feedback, and actively supports other Agents by assisting in Home Ownership Chat, Assistance Chat, emails, etc.
• Assists leadership with reports, projects, training, etc. as needed.
• Lead by example in all matters, including but not limited to: Attendance, schedule adherence, key performance indicators, productivity, etc.
• Potentially hybrid (in office/remote) but must maintain the availability to work in the office, as needed.

Benefits

• Growth professionally and grow personally
• Culture of inclusion that respects employees' individual strengths, views, and experiences
• Opportunity to lead fellow Agents through coaching, training, and mentorship

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED
• Number of Employees: 251-500 employees