Senior Call Center Specialist

Window World of Baton Rouge•Houston, TX

4d•Onsite

About The Position

America's leading replacement window company, Window World, is looking for a Senior Call Center Specialist to join our headquarters in Houston, TX. In this position, you'll be responsible for ensuring best-in-class customer experience by assisting customers with products and services-related questions and resolving customer concerns with urgency. Bring your customer support skills and determination, and we'll give you the tools you need to succeed. We want you to climb the ladder with us so ask about the opportunities for growth at Window World!

Requirements

High school diploma or equivalent
1 year of experience in customer service or call center work setting (2+ years is a plus)
Excellent customer service skills including active listening and critical thinking
Proficient computer skills including Microsoft Office products
Accuracy in data entry and proficient typing skills
Service-oriented with desire to resolve customer issues
Positive, upbeat attitude and team player
Ability to work in-person during office hours: Monday - Friday, 8:00 am - 5:00 pm, and rotating Saturdays 8:00 am - 12:00 pm

Nice To Haves

2+ years of experience in customer service or call center work setting

Responsibilities

Handle customer inquiries through various communication channels including over the phone, email, online chat, text messaging, or in person
Answers questions related to products, policies, and services offered by the organization
Schedule appointments for estimates, installations, and other related services
Review customer account information to identify and resolve customer concerns and escalate issues beyond their expertise level
Engage appropriate resources and route calls for followup and resolution
Accurately create and update customer accounts and input records of customer interactions
Collect and process payment transactions
Contact customers in support of outbound program initiatives
Recommend improvements in processes, policies, and procedures to prevent future gaps in customer experience
Actively support and meet the organization's performance metrics including call quality, call handling time, call wrap time, and attendance
Provide assistance with training and orientation for other Team Members when assigned
Performs other duties as assigned or requested by management