Senior Call Center Agent

Window Nation; Fulton (AL); Hybrid; USD 19,000 - 28,000; Full time

Job summary

Window Nation is looking for a dynamic Call Center Associate to join our growth-driven team in Fulton, AL. You will handle a high volume of calls, qualify leads, schedule appointments, and support the sales team with data accuracy.

We value a team-first approach, proficiency with MS Office, and familiarity with CRM tools like Dynamics 365. This role offers hybrid work with occasional in-office presence.

Qualifications

• High School Diploma, GED, or equivalent required.
• 1+ year experience in customer service or sales.
• 6+ months call center experience preferred.
• Proficiency with Microsoft Office and CRM tools beneficial.
• Team‑oriented with ability to coach and train others.

Responsibilities

• Make and receive over 30 phone calls per hour.
• Manage multiple queue groups including outbound, SMS, chat and inbound.
• Qualify leads and determine eligibility for follow-up.
• Schedule and manage appointments for the sales team.
• Maintain data accuracy in the system and support other agents.
• Assist with reports, training and leadership duties as needed.
• Occasionally work in a hybrid setup with office presence when required.

Skills

Customer service

Sales oriented

Phone handling

Communication skills

Team player

Education

High School Diploma, GED, or equivalent

Tools

Microsoft Office Suite

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 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.