Customer Engagement Advisor

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

• 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.