Job Description

POSITION DESCRIPTION

Position Title: Call Center Representative

Department: Call Center

Location: Remote

Reports To: Call Center Manager

Installation Made Easy (“IME”) provides software and process management that enable retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience.

The Call Center Representative is responsible for delivering exceptional customer service and support to customers and Providers through inbound and outbound calls in a fully virtual environment. This role serves as the voice of the company and requires professionalism, accuracy, and strong communication skills. Representatives are expected to troubleshoot customer concerns, provide timely resolutions, and maintain a positive customer experience while working independently from a home office.

Essential Functions:

Customer Support & Communication

• Answer inbound calls and make outbound calls to customers, partners, and vendors.
• Provide clear, accurate, and empathetic communication while resolving inquiries or concerns.
• Manage a high volume of calls while maintaining professionalism and meeting response time goals.
• Handle escalated calls or complex concerns, ensuring timely follow-up and customer satisfaction.

Operational Workflow Management

• Follow daily call center processes, scripts, and service-level expectations.
• Route calls, assign tasks, or escalate issues to the correct departments as needed.
• Assist with scheduling, appointment confirmations, or service coordination based on operational needs.
• Support queue management and adjust priorities throughout the day to meet service levels.

Documentation & Reporting

• Accurately record call details, customer information, and resolutions in the CRM or call center system.
• Update customer accounts, log interactions, and ensure all required notes are complete and compliant.
• Report unusual trends, system issues, or high-impact customer concerns to supervisors.

Quality & Compliance

• Adhere to call handling standards, scripts, and operational guidelines.
• Protect customer data and follow all company privacy and compliance policies.
• Maintain bilingual communication quality—providing consistent service.

Collaboration & Support

• Work closely with team members, supervisors, and other departments to meet daily operational goals.
• Participate in team huddles, training sessions, and operational updates.
• Offer process improvement suggestions based on customer feedback or workflow challenges.

Minimum Qualifications:

• 2+ years of Call center or customer service experience.
• Strong communication, problem-solving, and active listening skills.
• Ability to multitask and work in a fast-paced, metric-driven environment.
• Proficiency with CRM tools, call center systems, and basic computer applications.
• Comfortable working independently in a remote setting.
• Quiet, dedicated home office or workspace free of background noise and distractions.
• Reliable high-speed internet connection.
• Strong problem-solving skills and the ability to remain calm during challenging interactions.
• Experience in high-volume call center operations.
• Industry-specific knowledge (optional: home services, retail, logistics, etc.).

Preferred Qualifications:

• Bilingual fluency in English, Spanish, and French (verbal and written).

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

Benefits to working with IME:

• 100% remote work environment
• Employer provided equipment.
• Medical, dental, and vision insurance
  • Health savings plan includes employer contribution to health savings account.
• Medical and dental flexible spending accounts
• Company paid basic life, short-term disability, and long-term disability insurance.
• 401K plan with employer match
  • Company matches 100% of the first 4% of salary deferrals.
  • All contributions, including employer contributions, are 100% vested immediately.
• Employee discount program for Electronics, Groceries, Travel, Entertainment, and more
• Employee assistance program
• Pay on demand.
• Critical illness, hospital indemnity, group accident, and legal insurance
• Paid time off.
• And more!

We are an Equal Opportunity and Drug-Free Workplace.

The Job Description is not an exhaustive statement of all duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities for necessary modifications. The Job Description does not constitute an employment contract of any kind.

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