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…