Senior Call Center Agent

About the Role

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 homeowners through a scripted journey that leaves them excited to have scheduled an appointment with the 3rd largest window replacement company in the country. You will have the opportunity to lead 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. The role may be hybrid (in office/remote), but you must maintain availability to work in the office as needed.

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.
• Answer questions, provide feedback, and actively support other Agents by assisting in Home Ownership Chat, Assistance Chat, emails, etc.
• Assist 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, and productivity.

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.

Preferred Qualifications

• Proficiency with Microsoft Office Suite.
• Experience with Dynamics 365 is a plus.
• A “team first” approach with a demonstrated desire to lead, coach, and train others.

About Window Nation

Window Nation cultivates a culture of inclusion that respects employees' individual strengths, views, and experiences. We believe our differences make us a better team—one that drives innovation and delivers better business results. At this time, Window Nation is unable to provide sponsorship for employment visas; 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.