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
Inbound Engagements
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
Outbound Engagements
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
Administrative & Support Responsibilities
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
Training & Development
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
Goals & Performance Expectations
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
Ready to Join the M&M Team? 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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Job Responsibilities
Inbound Engagements
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
Outbound Engagements
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
Administrative & Support Responsibilities
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
Training & Development
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
Goals & Performance Expectations
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
Ready to Join the M&M Team? 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
#J-18808-Ljbffr