{"id":3118670,"url":"https://alion.io/job/next-door-and-window-call-center-representative","title":"Call Center Representative","company":{"id":680654,"name":"NEXT Door and Window","domain":"nextdoorandwindow.com","url":"https://alion.io/company/nextdoorandwindow","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Burr Ridge, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":19,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":38000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-22T23:26:09Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T06:07:53Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Description\nNEXT 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.\nWe are seeking proactive, detail-oriented, and customer-focused individuals to join our growing Customer Experience Relationship Team (CERT).\nAs 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.\nThis 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.\nThe ideal candidate is highly organized, comfortable multitasking, and motivated by both individual performance and team success.\nWhy Work for NEXT Door & Window?\nPerformance-based bonus opportunities\nPay starting at $19 an hour\nEmployee loyalty, as many of our employees have been with us for 10+ years\n401(k) with profit sharing\nHealth and Dental benefits\nPaid holidays off\nFlexible Spending Account offered\nHoliday parties\nMonthly in-office events\nSpirit Days\nPaid vacation that increases with seniority\nWork Location & Schedule\nThis is a full-time, on-site position at our Burr Ridge, Illinois office.\nRotating Schedule Requirements:\nEmployees must be available to work a rotating schedule consisting of:\nOpening Shift: 8:00 AM - 4:30 PM\nMid Shift: 8:30 AM - 5:00 PM\nClosing Shift: 9:30 AM - 6:00 PM\nSaturday Requirement: Every other Saturday is required.\nSchedules will rotate based on departmental coverage and business needs. Dependable attendance, punctuality, and flexibility are essential.\nCall Center Representative Job Responsibilities\nCustomer Experience - Core & Costco\nServe as a primary point of contact for both Core and Costco customers, providing exceptional service throughout the appointment-setting process.\nManage inbound calls, outbound calls, emails, and online inquiries for both customer programs.\nConvert qualified customer inquiries into scheduled sales appointments while meeting individual and departmental appointment goals.\nProvide accurate information regarding NEXT Door & Window products, services, and appointment processes.\nFollow established Costco program guidelines and procedures when communicating with Costco members.\nRespond to online inquiries promptly, maintaining the established 3-minute response-time expectation.\nResolve customer concerns professionally and escalate issues to the appropriate department when necessary.\nMaintain accurate customer records, appointment details, and lead information in Salesforce CRM and Centah.\nAppointment Buddy Checking & Quality Assurance\nPerform buddy checks on all appointments generated by Brand Promoters, ensuring appointment details are accurate, complete, and properly documented.\nConduct buddy checks for appointments scheduled by fellow CERT team members to maintain consistent quality standards.\nVerify customer contact information, appointment dates and times, product interests, and required appointment qualifications.\nReview appointment records for missing information, discrepancies, duplicate entries, or potential scheduling conflicts.\nEnsure all appointments follow established Core and Costco scheduling guidelines.\nIdentify and communicate appointment errors or discrepancies to the appropriate team member for timely correction.\nWork collaboratively with Brand Promoters and CERT representatives to improve appointment accuracy, reduce preventable errors, and maintain a positive customer experience.\nMaintain accountability for completing assigned buddy checks accurately and within established departmental timelines.\nLead Management & Appointment Generation\nFollow up with new leads, unsold sales opportunities, and previously contacted customers to generate additional appointments.\nComplete daily outbound calling activities, including lead follow-ups, appointment generation, and telemarketing efforts.\nSupport appointment-generation goals across both Core and Costco programs.\nMaintain accurate lead source attribution to ensure appointments are properly credited to the appropriate program and originating team member.\nEnsure lead records and appointment statuses are accurately maintained in Salesforce CRM and Centah.\nCollaborate with the sales team to address appointment discrepancies, scheduling changes, and customer follow-up needs.\nTeam Collaboration & Operational Support\nWork closely with Brand Promoters, fellow CERT representatives, sales, and service departments to maintain consistent communication.\nAssist fellow CERT representatives with appointment verification, customer follow-ups, and workload coverage as needed.\nSupport Brand Promoters by ensuring appointments generated through Costco warehouse activations and other marketing events meet company standards.\nCommunicate recurring appointment errors or process concerns to leadership to support coaching and continuous improvement.\nDemonstrate NEXT Door & Window's core values, including Selfless Teamwork and Attention to Detail, in daily responsibilities and customer interactions.\nPerformance & Outbound Calling Expectations\nAs part of our performance-driven CERT team, representatives are expected to maintain consistent productivity while balancing customer service, appointment generation, and quality assurance responsibilities.\nMinimum Outbound Call Goal: Maintain a goal of at least 80 outbound calls per full shift during standard business operations.\nSeasonal Adjustments: Outbound calling expectations may increase during slower business seasons when inbound call volume and operational demands decrease.\nAppointment Quality: Complete assigned buddy checks for Brand Promoter and CERT-generated appointments in accordance with established quality standards.\nAppointment Generation: Consistently contribute to individual and team appointment-setting goals across Core and Costco programs.\nTime Management: Effectively balance inbound customer inquiries, outbound calling, buddy checking, and administrative responsibilities.\nCRM Accuracy: Maintain timely and accurate documentation of customer interactions, appointment details, and follow-up activities.\nAccountability: Meet established performance expectations while maintaining a high standard of customer service and appointment accuracy.\nCall Center Representative Desired Qualifications\nHigh school diploma or GED equivalent.\nPrevious customer service, call center, or inside sales experience required.\nStrong verbal and written communication skills.\nExcellent interpersonal, organizational, and problem-solving abilities.\nStrong attention to detail with the ability to identify discrepancies and maintain accurate records.\nComfortable managing a high volume of inbound and outbound calls.\nAbility to balance multiple responsibilities, including appointment scheduling, customer follow-ups, and quality assurance.\nBasic computer proficiency and ability to navigate multiple systems.\nExperience with Salesforce CRM or similar customer relationship management software preferred.\nAbility to multitask, prioritize responsibilities, and maintain accuracy in a fast-paced environment.\n Dependable attendance and ability to work rotating shifts, including every other Saturday, are required.\nPositive, team-oriented attitude with a strong commitment to providing excellent customer service.\nAbility to work independently while contributing to a collaborative, goal-oriented team environment.\nAdditional Expectations\nThe ideal candidate is proactive, organized, detail-oriented, and comfortable working in a performance-driven environment.\nSuccess in this position requires the ability to balance customer satisfaction, appointment generation, and appointment quality assurance while supporting both Core and Costco operations.\nRepresentatives must demonstrate flexibility, accountability, and a willingness to assist fellow team members to ensure consistent departmental performance.\nWe 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 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