Senior Call Center Specialist

SummaryAmerica's leading replacement window company, Window World, is looking for a Senior Call Center Specialist to join our headquarters in Houston, TX 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. Bring your customer support skills and determination, and we'll give you the tools you need to succeed. We want you to climb the ladder with us so ask about the opportunities for growth at Window World!ResponsibilitiesHandle customer inquiries through various communication channels including over the phone, email, online chat, text messaging, or in personAnswers questions related to products, policies, and services offered by the organizationSchedule appointments for estimates, installations, and other related servicesReview customer account information to identify and resolve customer concerns and escalate issues beyond their expertise levelEngage appropriate resources and route calls for followup and resolutionAccurately create and update customer accounts and input records of customer interactionsCollect and process payment transactionsContact customers in support of outbound program initiatives Recommend improvements in processes, policies, and procedures to prevent future gaps in customer experienceActively support and meet the organization's performance metrics including call quality, call handling time, call wrap time, and attendanceProvide assistance with training and orientation for other Team Members when assignedPerforms other duties as assigned or requested by managementQualificationsHigh school diploma or equivalent1 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 thinkingProficient computer skills including Microsoft Office productsAccuracy in data entry and proficient typing skillsService-oriented with desire to resolve customer issuesPositive, upbeat attitude and team playerAbility to work in-person during office hours: Monday - Friday, 8:00 am - 5:00 pm, and rotating Saturdays 8:00 am - 12:00 pmBenefits Job Type: Hourly, starting at $19 (may vary depending on experience)Paid weekly!401k with company matching contributions! Comprehensive benefits package including, vision, dental, and health insurancePaid time off (PTO) and vacation that accrues over time Opportunities for advancement and bonusesDon't Miss your WINDOW to Apply!Apply for our Customer Service Representative position before the application window closes.