Customer Engagement Advisor
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. Job 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 Required Skills & Qualifications
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 $18 - $18 an hour If you're motivated, customer-focused, and ready to be part of a growing company that values integrity, teamwork, and performance, M&M Home Remodeling wants to hear from you. This is an opportunity to build valuable skills, make a real impact with customers, and grow your career in a fast-paced, supportive environment. Apply today and take the first step toward becoming part of the M&M Home Remodeling team in Crete, IL.
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. Job 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 Required Skills & Qualifications
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 $18 - $18 an hour If you're motivated, customer-focused, and ready to be part of a growing company that values integrity, teamwork, and performance, M&M Home Remodeling wants to hear from you. This is an opportunity to build valuable skills, make a real impact with customers, and grow your career in a fast-paced, supportive environment. Apply today and take the first step toward becoming part of the M&M Home Remodeling team in Crete, IL.