Customer Engagement Advisor

Allstar Home Services, LLC • Crete, IL

1d • $18 - $18

About The Position

The Customer Engagement Advisor (CEA) at M&M Home Remodeling is the first point of contact for our customers. This role plays a key part in delivering an exceptional customer experience, supporting our sales team, and driving growth through proactive outbound engagement. The ideal candidate is customer-focused, detail-oriented, and comfortable with high outbound call activity.

Requirements

• Strong integrity and a positive, professional attitude
• Team-oriented mindset with a competitive, goal-driven approach
• Proficiency with Windows and Microsoft Office programs (Excel, Word, Outlook)
• Excellent written and verbal communication skills with upbeat, customer-friendly language
• High attention to detail and accurate data entry skills
• Ability to multitask across multiple platforms and communication channels
• Openness to coaching and a desire for professional growth
• Strong patience, active listening, and problem-solving skills
• Adaptability in a fast-growing, performance-driven environment

Responsibilities

• Handle inbound customer calls, texts, chats, and emails with professionalism and accuracy
• Provide clear and satisfactory answers to customer questions and concerns
• Transfer calls to the appropriate team member or department when needed
• De-escalate dissatisfied customer situations with empathy and reassurance
• Schedule sales appointments and ensure: Caller information, notes, marketing tags, and locations are entered accurately
• Sales calendars are confirmed and up to date
• Make follow-up calls, texts, and emails for missed opportunities using M&M’s internal system (Vertex)
• Contact satisfied customers to encourage participation in leaving positive Google reviews
• Communicate daily with the CEC Manager regarding call activity, leads booked, and performance metrics
• Maintain consistent outbound call activity as a core responsibility of the role
• Monitor and respond to company email accounts
• Manage lead folders including Estimates, James Hardie, Angi’s List, and other third-party sources
• Order aerial measurements for roofing projects scheduled for the sales team
• Research and obtain property reports and aerial views to ensure accurate measurements prior to sales appointments
• Complete daily and closing Customer Engagement Center procedures
• Support internal and external departments with various administrative tasks
• Collaborate cross-functionally to improve overall customer experience
• Assist in training new team members on customer engagement policies and systems
• Report daily activity and performance within individual scorecards
• Support home shows and trade show events as needed
• Participate in ongoing training and professional development opportunities
• Attend scheduled training sessions to build knowledge and confidence
• Engage in role-playing and skill-building exercises to strengthen customer interaction skills
• Meet or exceed daily and weekly goals outlined on individual scorecards
• Proactively support the sales team by booking appointments with previous customers and qualified external leads

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed