Call Center Representative - M&M

Do you like working in a fast-paced environment with shifting priorities and a variety of work? Do you have an eye for detail, have great data entry skills, enjoy solving problems, and a passion for helping others?

If this sounds like you, we would like to speak with you regarding the Customer Engagement Center role. This person would handle outbound calling to prospective customers as well as inbound phone calls from customers looking to schedule appointments with our sales team, enter data into our proprietary CRM, and communicate with various internal team members as well as external customers and vendors.

This role reports directly to our Director of MarCom. This position is onsite either in our Crete, IL or Arlington Heights, IL location and a shift during standard office hours Monday through Friday.

Job Responsibilities:

Outbound

• Develop new customer opportunities via phone, email outreach 250 outbound prospecting calls per week (cold calling).
• Text customer confirmations of appointments scheduled for each branch location
• Follow-up calls from missed opportunities in our internal CRM
• Contacting satisfied customers to have them participate in leaving a positive review.
• Contact CEC manager daily with information of the daily calls, lead booked, etc.

Inbound

• Take inbound customer calls/texts/chats/emails and provide accurate, satisfactory answers to their queries and concerns.
• Transfer calls to appropriate team member or department
• De-escalate situations involving dissatisfied customers, offering peace of mind and support.
• Schedule sales appointments , ensuring notes, caller information, marketing tags, and locations are correct.

Misc. Engagements

• Order aerials and attach to appointments
• Various tasks for internal and external departments
• Collaborate and assist with other departments internally to improve customer service.
• Report daily within individual scorecards
• Home & Trade show presence
• Continuing education to sharpen skills
• Attend training sessions
• Participate in growth exercises such as role playing, vendor trainings, and company wide training opportunities

Required Skills:

• Integrity and a positive attitude
• A team player with a competitive spirit
• Software proficiency and experience with common computer operating systems and programs (MS Excel, Work, Outlook)
• Driven to accomplish goals and objectives
• A development mindset that is open to mentoring and coaching
• Handle customer inquiries professionally and respectfully and build rapport
• Highly proficient and accurate data entry skills
• Excellent written and verbal communication with positive upbeat language
• Ability to multitask and have great date entry skills across different communication platforms and software
• Adaptability for a fast-growing company
• Having great patience and active listening stills with customers and potential customers

About M&M Home Remodeling Services:

M&M Home Remodeling Services is a full-service exterior home improvement contractor with over 47 years of experience in serving Chicagoland, Indianapolis, Madison, and Northwest Indiana. Our company culture is centered on providing exceptional customer service, quality products, competitive pricing, and making the home improvement process seamless for our clients.

We have offices throughout Illinois and Indiana, and Wisconsin with plans for further expansion. In May of 2023, M&M acquired Sunset Ridge Exteriors in McFarland, Wisconsin, which is now a division of M&M Home Remodeling Services.

In July of 2023, Morgan Stanley Capital Partners made a significant investment to support M&M's future. This recent acquisition has brought us under the esteemed umbrella of Allstar Services, further enhancing our capabilities and solidifying our position as a leader in the field and aligning several great companies in the residential services sector.

At M&M, we value our employees and treat them like family. We believe that our success depends on the strengths, talents, and cohesiveness of our team. Therefore, we provide our team members with the tools, training, and support they need to achieve their personal and professional goals.

We offer our employees a nurturing and welcoming environment, along with medical, dental, and vision insurance plans, paid holidays, corporate social investment volunteer opportunities, and recognition events and trips.

M&M Home Remodeling Services is an equal opportunity employer, and we are committed to providing equal employment opportunities to all individuals regardless of their race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability status, protected veteran status, or any other category protected under the law. All employment decisions are based on business needs, job requirements, and individual qualifications.

We support an inclusive workplace where our employees can thrive based on their personal merit, qualifications, experience, ability, and job performance. If you're interested in joining our team, please visit our website at https://m-mcorp.com/working-at-mm/ to learn more about working with us.