Call Center Representative

POSITION DESCRIPTION

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.

Customer Support & Communication

Operational Workflow Management

Documentation & Reporting

Quality & Compliance

Collaboration & Support

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.
• 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.
• 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.