Call Center Representative

Description

NEXT Door & Window has been serving homeowners for over 20 years and has an excellent reputation in the market. NEXT recently received the BBB Torch Award for business ethics based on our high standards and exceptional performance. We are experiencing significant growth through our partnership with Costco and our expanding local event marketing initiatives.

We are seeking proactive, detail-oriented, and customer-focused individuals to join our growing Customer Experience Relationship Team (CERT).

As a Call Center Representative, you will play an essential role in delivering exceptional customer service, generating sales appointments, managing customer inquiries, and ensuring appointment accuracy across both our Core and Costco programs.

This position involves managing inbound and outbound customer communications, scheduling appointments, supporting Brand Promoters and fellow CERT team members, and performing appointment buddy checks to ensure all appointments meet company standards.

The ideal candidate is highly organized, comfortable multitasking, and motivated by both individual performance and team success.

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 verification, customer follow-ups, and workload coverage as needed.
• Support Brand Promoters by ensuring appointments generated through Costco warehouse activations and other marketing events meet company standards.
• Communicate recurring appointment errors or process concerns to leadership to support coaching and continuous improvement.
• Demonstrate NEXT Door & Window's core values, including Selfless Teamwork and Attention to Detail, in daily responsibilities and customer interactions.

Performance & Outbound Calling Expectations

As part of our performance-driven CERT team, representatives are expected to maintain consistent productivity while balancing customer service, appointment generation, and quality assurance responsibilities.

• Minimum Outbound Call Goal: Maintain a goal of at least 80 outbound calls per full shift during standard business operations.
• Seasonal Adjustments: Outbound calling expectations may increase during slower business seasons when inbound call volume and operational demands decrease.
• Appointment Quality: Complete assigned buddy checks for Brand Promoter and CERT-generated appointments in accordance with established quality standards.
• Appointment Generation: Consistently contribute to individual and team appointment-setting goals across Core and Costco programs.
• Time Management: Effectively balance inbound customer inquiries, outbound calling, buddy checking, and administrative responsibilities.
• CRM Accuracy: Maintain timely and accurate documentation of customer interactions, appointment details, and follow-up activities.
• Accountability: Meet established performance expectations while maintaining a high standard of customer service and appointment accuracy.

Call Center Representative Desired Qualifications

• High school diploma or GED equivalent.
• Previous customer service, call center, or inside sales experience required.
• Strong verbal and written communication skills.
• Excellent interpersonal, organizational, and problem-solving abilities.
• Strong attention to detail with the ability to identify discrepancies and maintain accurate records.
• Comfortable managing a high volume of inbound and outbound calls.
• Ability to balance multiple responsibilities, including appointment scheduling, customer follow-ups, and quality assurance.
• Basic computer proficiency and ability to navigate multiple systems.
• Experience with Salesforce CRM or similar customer relationship management software preferred.
• Ability to multitask, prioritize responsibilities, and maintain accuracy in a fast-paced environment.
• Dependable attendance and ability to work rotating shifts, including every other Saturday, are required.
• Positive, team-oriented attitude with a strong commitment to providing excellent customer service.
• Ability to work independently while contributing to a collaborative, goal-oriented team environment.

Additional Expectations

The ideal candidate is proactive, organized, detail-oriented, and comfortable working in a performance-driven environment.

Success in this position requires the ability to balance customer satisfaction, appointment generation, and appointment quality assurance while supporting both Core and Costco operations.

Representatives must demonstrate flexibility, accountability, and a willingness to assist fellow team members to ensure consistent departmental performance.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.