Senior Call Center Agent (copy)
Fulton, MD (Hybrid)
Posted 2 weeks ago
Job Description
One Goal, One Passion - Growth is Everything at Window Nation
Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.
\nCore 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.
- 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.
- 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.
Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.
At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.
Window Nation
At Window Nation, we know replacement windows. We’re third-generation window replacement experts who have been lucky to serve communities across the country for over fifteen years. We’re proud to be a family-owned business started by two brothers looking to help families improve their most important asset: their home. Since we opened our first showroom in 2006, our company has grown to include 22 showrooms across the country. We’re proud to be the third largest window replacement company in the United States – but we’re not stopping there. Our company continues to grow each year, and it’s all thanks to our team of dedicated, driven employees who make up The Nation.When you work at Window Nation, you’ll join a team of awesome professionals with hobbies ranging from screenwriting to rock climbing. We’re a Nation of foodies, music enthusiasts, talent scouts, costume makers, pilots, wine makers, community volunteers – oh, and we also sell and install windows and doors. No matter what you’re interested in, you’ll find your fit in The Nation. We don’t take your decision to start or further a career with us lightly – and we won’t let you down when you do.
