Senior Call Center Agent

Fulton, MD April 24, 2026 Full Time

One Goal, One Passion - Growth is Everything at Window Nation

Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.

Window Nation is searching for a Fulltime Senior Call Center Agent to ensure the best quality experience for every customer that wants to begin their purchasing journey. You will lead our homeowners through a scripted journey that will leave them excited to have scheduled an appointment with the 3rd largest window replacement company in the country! You will have the opportunity to lead your fellow Agents through coaching, training, and mentorship in addition to supporting management with various reporting requirements. Availability to work Morning Shifts, Evening Shifts, Weekend Shifts, and some holidays is required.

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Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.

At this time, Window Nation is unable to provide sponsorship for employment visas now or in the future. Candidates must be authorized to work in the United States on a permanent basis without the need for current or future visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.

Core Role Responsibilities

Make and receive over 30 phone calls per hour.

Participate in all available queue groups, including but not limited to: Outbound, SMS, Chat, Inbound, Canvass, Live Sets, Sales Support, etc.

Assist with the Confirmations process as needed and make executive decisions on lead eligibility by qualifying lead requirements.

Schedule and manage appointments for the sales team.

Demonstrate subject matter expertise with Call Center Policy and Procedure.

Exercise judgment and make timely decisions to promote smooth workflow.

Ensure maximum productivity by exceeding goals and objectives.

Maintain the lowest possible error rates by entering data into our system with the highest level of accuracy.

Answers questions, provides feedback, and actively supports other Agents by assisting in Home Ownership Chat, Assistance Chat, emails, etc.

Assists leadership with reports, projects, training, etc. as needed.

Lead by example in all matters, including but not limited to: Attendance, schedule adherence, key performance indicators, productivity, etc.

Potentially hybrid (in office/remote) but must maintain the availability to work in the office, as needed.

Basic Qualifications

High School Diploma, GED, or equivalent.

1+ years of experience in a customer service-oriented or sales-oriented field.

6+ months of experience in a call center environment.

Preferred Qualifications

Proficiency with Microsoft Office Suite.

Experience with Dynamics 365 is a plus.

Someone with a “team first” approach who demonstrates a desire to lead, coach and train others.

For Current Call Center Applicants

Call Grades above 90% - 3+ months

Below 10% Error rate - 3+ months

Below 10% 1 leg rate - 3+ months