Senior Call Center Agent

Socket.dev; Fulton (MD); Hybrid; USD 21,000 - 30,000; Full time

Job summary

Window Nation is hiring for a call center/customer service role to support its sales operations. You will handle high-volume calls, participate in multiple queue groups, and schedule appointments for the sales team. The role emphasizes data accuracy, policy knowledge, and teamwork.

A hybrid work arrangement may be possible, with occasional in-office presence as needed. The ideal candidate has 1+ year in customer service or sales and 6+ months in a call center environment.

Qualifications

• Basic Qualifications: High School Diploma, GED, or equivalent.
• 1+ years in a customer service- or sales-oriented role.
• 6+ months in a call center environment.

Responsibilities

• Make and receive over 30 calls per hour.
• Participate in queues: Outbound, SMS, Chat, Inbound, Canvass, Live Sets, Sales Support.
• Schedule and manage appointments for the sales team.
• Demonstrate expertise with Call Center Policy and Procedure.
• Promote smooth workflow and exceed goals.
• Enter data with high accuracy to minimize errors.
• Support agents with chats, emails, and other tasks.
• Assist leadership with reports, projects, and training.
• Lead by example in attendance and KPIs.
• Hybrid work may be available but office presence may be required.

Skills

Customer service

Sales oriented

Team player

Education

High School Diploma or GED

Tools

Microsoft Office

Dynamics 365

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.

Core 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.

Basic Qualifications:

• 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.Someone with a "team first" approach who demonstrates a desire to lead, coach and train others.

Window Nation cultivates a culture of inclusionthat 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.