Senior Call Center Agent

Window Nation; Maryland; On-site; USD 32,000 - 42,000; Full time

Job summary

Window Nation is actively recruiting for a customer-focused call center role in the United States. You will handle a high-volume mix of outbound and inbound calls, participate in SMS, chat, and other queue groups, and determine lead eligibility to drive sales opportunities.

Responsibilities include scheduling appointments, maintaining data accuracy, and supporting leadership with reports and training. The right candidate values teamwork and maintains high quality in a fast-paced environment.

Qualifications

• High School Diploma, GED, or equivalent.
• 1+ years of customer service or sales experience.
• 6+ months of experience in a call center environment.

Responsibilities

• Make and receive over 30 phone calls per hour.
• Participate in all available queue groups, including Outbound, SMS, Chat, Inbound, Canvass, Live Sets, Sales Support, etc.
• Assist with the Confirmations process and qualify lead eligibility.
• 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.
• Enter data into our system with the highest level of accuracy.
• Answer questions, provide feedback, and support other Agents via multiple channels.
• Assist leadership with reports, projects, training, etc.

Skills

Customer service

Sales experience

Call center

Data entry

Education

High School Diploma or GED

Tools

Dynamics 365

Microsoft Office

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.

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.

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.

#WN2

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.