Call Center Specialist Job at Window World of LA / TX / FL in Grand Prairie

Summary

America's leading replacement window company, Window World, is looking for a Call Center Specialist to join our Grand Prairie, TX team. In this position, you'll be responsible for ensuring best-in-class customer experience by assisting customers with products and services-related questions and resolving customer concerns with urgency. We want you to climb the ladder with us so ask about the opportunities for growth at Window World!

Responsibilities

• Handle customer inquiries through various communication channels including over the phone, email, online chat, text messaging, or in person
• Answer questions related to products, policies, and services offered by the organization
• Schedule appointments for estimates, installations, and other related services
• Review customer account information to identify and resolve customer concerns and escalate issues beyond their expertise level
• Engage appropriate resources and route calls for followup and resolution
• Accurately create and update customer accounts and input records of customer interactions
• Collect and process payment transactions
• Contact customers in support of outbound program initiatives
• Recommend improvements in processes, policies, and procedures to prevent future gaps in customer experience
• Actively support and meet the organization's performance metrics including call quality, call handling time, call wrap time, and attendance
• Provide assistance with training and orientation for other Team Members when assigned
• Performs other duties as assigned or requested by management

Qualifications

• High school diploma or equivalent
• 1 year of experience in customer service or call center work setting (2+ years is a plus)
• Excellent customer service skills including active listening and critical thinking
• Proficient computer skills including Microsoft Office products
• Accuracy in data entry and proficient typing skills
• Service-oriented with desire to resolve customer issues
• Positive, upbeat attitude and team player
• Ability to work in-person during office hours: Monday - Friday, 8:00 am - 5:00 pm, and rotating Saturdays 8:00 am - 12:00 pm

Benefits

• Job Type: Hourly, at $19-$20 (may vary depending on experience)
• Paid weekly
• 401k with company matching contributions
• Comprehensive benefits package including vision, dental, and health insurance
• Paid time off (PTO) and vacation that accrues over time
• Opportunities for advancement and bonuses