Senior Contact Center Specialist

Senior Contact Center Specialist
Summary
Window World, America's leading replacement window company, is seeking a Senior Contact
Center Specialist to join our headquarters in Baton Rouge, LA. 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 8405 Airline Hwy, Baton Rouge,
LA 70815.

Benefits
Competitive hourly rate, starting at $17.60+ (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.