View all openings

Tracker Representative

Next Day Blinds, is looking for a Tracker Representative who will be responsible for providing quality and efficient customer service to customers and company employees through effective communication, high level of professionalism and the ability to problem solve. A Tracker must be able to effectively communicate with technicians and customers through omni channel communication concerning expected arrival times. You must have the ability to resolve scheduling conflicts and communicate any schedule changes. A tracker must be able to provide problem resolution with customers and if unable to resolve customer issues, elevate to the next level of management in a timely and well articulated manner.

Required education:

  • High School Education or GED equivalent

Required experience:

  • At least one to 3 years of Call Center, Dispatch or Customer Service experience.

Required Skills/Specific Knowledge:

  • Perform on the way calls to customers 15 to 30 minutes prior to arrival. On the way call notifications should be called within the first 2 minutes.
  • Perform ETA calls – Calls are started 30 minutes prior to the start of the timeframe. The calls are to be completed 15 minutes after the start of the time frame.
  • Effectively manage the technicians’ schedule through partnering with each technician. Ensure the technician arrives and completes their jobs in the timeframe expectations set with the customer.
  • Escalate exceptions to tracking supervisor or night manager immediately, such as an Installer not being prepared for a successful installation, sensitive customers, not being able to reach a customer (voicemail left) and not going to make the timeframe.

Competencies needed to succeed

  • Communicates in a professional, positive and respectful manner both verbally and in writing
  • Demonstrates team spirit and enthusiasm
  • Comfortable multitasking and delivers accurate and thorough work
  • Organized and task oriented and works closely with supervisor
  • Knowledge and understanding of call center operations
  • Strong interpersonal communication skills
  • Ability to de-escalate while remaining poised under pressure
  • Must be able to multi-task well and handle changes in a positive manner
  • Bilingual a plus

Next Day Blinds is the leading provider of premium-quality window coverings in the Washington - Baltimore area. Established in 1993, the company brought unheard-of speed and uncompromising customer service to the world of window coverings. Next Day Blinds offers a wide range of Great Windows brand blinds, shades and shutters, each one made to order in the company's state-of-the-art factory in Jessup, Maryland. All Next Day Blinds window coverings are fully custom, meaning they are individually crafted to the exact size measured, using premium-quality materials, and constructed for optimum appearance, performance and durability. Since the company is vertically integrated with manufacturing, sales, installation and service all in-house, the entire process can be completed faster than anyone else in the market.

Benefits: At Next Day Blinds, we understand that our employees work hard so we offer a generous benefits package as well as ongoing opportunities to develop your skills and expand your potential.

Benefits include:

  • Medical and dental insurance.
  • 401(k) retirement plan with discretionary match.
  • Flexible Spending Plans.
  • Life insurance.
  • Supplemental Insurance.
  • Paid Time Off (PTO)