Senior Contact Center Specialist

Senior Contact Center Specialist

Summary

Window World, America's leading replacement window company, is seeking a Senior Contact

Center Specialist in Houston, TX. In this role, you will provide

high-level customer support, mentor team members, and play a key role in ensuring a best-in-

class customer experience. You will handle complex customer inquiries, resolve escalations, and

assist in process improvements to enhance customer satisfaction. If you're an experienced

customer service professional looking to advance your career, this is your opportunity to grow

with us!

Responsibilities

Serve as a subject matter expert for customer inquiries, handling complex issues and

escalations with professionalism and efficiency.

Communicate with customers through multiple channels, including phone, email, chat,

and text messaging.

Provide advanced knowledge of products, policies, and services to assist customers

effectively.

Support scheduling of appointments for estimates, installations, and follow-ups.

Conduct account reviews and identify solutions to customer concerns, escalating as

needed.

Guide junior representatives in handling customer interactions and troubleshooting

difficult cases.

Ensure accuracy in customer account records and payment processing.

Assist in developing and refining call center procedures to enhance service quality.

Lead outbound contact initiatives to support business objectives and customer

engagement.

Monitor key performance metrics and contribute to achieving company goals.

Provide training and mentorship to new and existing team members.

Perform other duties as assigned by management.

Qualifications

High school diploma or equivalent (Associate's or Bachelor's degree preferred).

Minimum of 3 years of experience in a call center or customer service setting

(leadership or senior-level experience is a plus).

Strong problem-solving and conflict resolution skills.

Proficiency in Microsoft Office and CRM systems.

Excellent verbal and written communication skills.

Ability to multitask, prioritize, and adapt to a fast-paced environment.

Positive, team-oriented mindset with leadership abilities.

Availability to work in-person during office hours: Monday - Friday, 8:00 AM - 5:00

PM, and rotating Saturdays, 8:00 AM - 12:00 PM at 10540 Bissonnet Street, Houston, TX 77099

Benefits

Competitive hourly rate, starting at $18-19 (depending on experience).

Weekly pay for financial stability.

401(k) plan with company matching contributions.

Comprehensive benefits package, including health, dental, and vision insurance.

Paid Time Off (PTO) and vacation accrual.

Career advancement opportunities, leadership training, and performance-based

bonuses.

Join Window World and take the next step in your customer service career with a company that

values excellence and growth!