Call Center Representative

Next Door & Window; Burr Ridge (IL); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Performance-based bonus opportunities

Health and Dental benefits

401(k) with profit sharing

Paid holidays off

Flexible Spending Account offered

Paid vacation that increases with sen-

Employee loyalty, as many of our em-

Holiday parties

Monthly in-office events

Spirit Days

Job summary

NEXT Door & Window is hiring a Call Center Representative to serve as the main contact for Core and Costco customers, handling inbound/outbound calls, emails, and online inquiries. You will convert inquiries to appointments, provide product information, and ensure data accuracy in Salesforce and Centah.

Role requires reliability with rotating shifts, including alternating Saturdays, at our Burr Ridge, IL office.

Qualifications

• Experience in inbound/outbound call handling and email support.
• Ability to manage multiple inquiries and meet response time goals.
• Familiarity with CRM systems and data accuracy.

Responsibilities

• Serve as primary contact for Core and Costco customers during appointment setting.
• Manage inbound/outbound calls, emails, and online inquiries.
• Convert inquiries into scheduled appointments while meeting targets.
• Provide product information and follow Costco program guidelines.
• Maintain accurate records in Salesforce CRM and Centah.
• Collaborate with Brand Promoters and CERT team for quality assurance.
• Ensure buddy checks and lead attribution accuracy.

Skills

Customer service

Appointment setting

Lead follow-up

Salesforce

Centah

Tools

Salesforce CRM

Job description

Why Work for NEXT Door & Window?

• Performance-based bonus opportunities
• Pay starting at $19 an hour
• Employee loyalty, as many of our employees have been with us for 10+ years
• 401(k) with profit sharing
• Health and Dental benefits
• Paid holidays off
• Flexible Spending Account offered
• Holiday parties
• Monthly in-office events
• Spirit Days
• Paid vacation that increases with seniority

Work Location & Schedule

This is a full-time, on-site position at our Burr Ridge, Illinois office. Rotating Schedule Requirements: Employees must be available to work a rotating schedule consisting of: Opening Shift: 8:00 AM - 4:30 PM Mid Shift: 8:30 AM - 5:00 PM Closing Shift: 9:30 AM - 6:00 PM Saturday Requirement: Every other Saturday is required. Schedules will rotate based on departmental coverage and business needs. Dependable attendance, punctuality, and flexibility are essential.

Call Center Representative Job Responsibilities

Customer Experience - Core & Costco

• Serve as a primary point of contact for both Core and Costco customers, providing exceptional service throughout the appointment-setting process.
• Manage inbound calls, outbound calls, emails, and online inquiries for both customer programs.
• Convert qualified customer inquiries into scheduled sales appointments while meeting individual and departmental appointment goals.
• Provide accurate information regarding NEXT Door & Window products, services, and appointment processes.
• Follow established Costco program guidelines and procedures when communicating with Costco members.
• Respond to online inquiries promptly, maintaining the established 3-minute response-time expectation .
• Resolve customer concerns professionally and **escalate** issues to the appropriate department when necessary.
• Maintain accurate customer records, appointment details, and lead information in Salesforce CRM and Centah.

Appointment Buddy Checking & Quality Assurance

• Perform buddy checks on all appointments generated by Brand Promoters , ensuring appointment details are accurate, complete, and properly documented.
• Conduct buddy checks for appointments scheduled by fellow CERT team members to maintain consistent quality standards.
• Verify customer contact information, appointment dates and times, product interests, and required appointment qualifications.
• Review appointment records for missing information, discrepancies, duplicate entries, or potential scheduling conflicts.
• Ensure all appointments follow established Core and Costco scheduling guidelines.
• Identify and communicate appointment errors or discrepancies to the appropriate team member for timely correction.
• Work collaboratively with Brand Promoters and CERT representatives to improve appointment accuracy, reduce preventable errors, and maintain a positive customer experience.
• Maintain accountability for completing assigned buddy checks accurately and within established departmental timelines.

Lead Management & Appointment Generation

• Follow up with new leads, unsold sales opportunities, and previously contacted customers to generate additional appointments.
• Complete daily outbound calling activities, including lead follow-ups, appointment generation, and telemarketing efforts.
• Support appointment-generation goals across both Core and Costco programs.
• Maintain accurate lead source attribution to ensure appointments are properly credited to the appropriate program and originating team member.
• Ensure lead records and appointment statuses are accurately maintained in Salesforce CRM and Centah.
• Collaborate with the sales team to address appointment discrepancies, scheduling changes, and customer follow-up needs.

Team Collaboration & Operational Support

• Work closely with Brand Promoters, fellow CERT representatives, sales, and service departments to maintain consistent communication.
• Assist fellow CERT representatives with appointment verif