• Assistant Manager - Customer Care Center

    Feldco Windows, Siding & Doors (Rosemont, IL)


    Assistant Manager – Customer Care Center

    Job Info:

    + Employment Type: Full-Time

    + Location: 6300 North River Road, Rosemont, Illinois 60018

    + Hours: Monday–Friday, 9:30 AM–6:00 PM. Occasional Saturdays as needed (8:00 AM – 5:00 PM), typically once per month. When a Saturday or holiday is worked, an alternate day off will be provided.

    + Salary: $55,000-60,000 annually, plus potential bonus

    About the Company:

    Feldco is the Midwest leading home renewal company, committed to providing exceptional value and outstanding customer experience. We specialize in replacement windows, siding, doors, and roofing. With over 45 years in business and 14 locations across Illinois, Wisconsin, Iowa, Indiana, and Michigan, Feldco has built a strong reputation for excellence. We’re proud to have been named Dealer of the Year twice by Window & Door Magazine and honored as a Chicago Tribune Top Workplace 12 times!

    About the Job:

    The Assistant Call Center Manager plays a key role in the daily success of the Customer Care Center. This position works closely with leadership to support daily operations, coach and develop a high performing Customer Delight team, and ensure an exceptional customer experience at every touchpoint. The Assistant Call Center Manager serves as a hands-on leader by supporting team members, resolving escalated customer concerns, monitoring performance metrics, and contributing to continuous service improvement initiatives. This is an excellent opportunity for a motivated leader who enjoys developing people, driving results, and making a positive impact on customer satisfaction.

    Job Responsibilities:

    + Assist in overseeing the day-to-day operations of the Customer Care Center to ensure efficient and consistent service delivery

    + Provide coaching, guidance, and performance support to Customer Delight Representatives to meet established service and productivity standards

    + Manage and resolve complex or escalated customer inquiries and complaints in a timely, professional, and effective manner

    + Monitor team performance, key performance indicators, and customer feedback, and support the preparation of reports and recommendations for improvement

    + Assist with employee scheduling, staffing coverage, and workload allocation to maintain required service levels

    + Ensure compliance with company policies, procedures, and Customer Care Center service standards

    + Participate in the recruitment, onboarding, and training of Customer Delight team members

    + Collaborate with internal departments to resolve customer concerns and support continuous improvement of customer experience

    + Support the development and implementation of operational improvements and customer service initiatives

    Job Requirements:

    + High school diploma or equivalent required; associate or bachelor’s degree preferred

    + 2–4 years of experience in customer service, with at least 1 year in a supervisory or leadership role

    + Strong communication, problem-solving, and conflict-resolution skills

    + Ability to lead, coach, and motivate a team in a fast-paced environment

    + Proficiency with customer service software, CRM systems, and Microsoft Office or similar tools

    + Strong organizational and time-management skills

    + The role requires the Assistant Manager to work on an exempt, regular basis and includes work on Saturdays and occasional holidays.

     

    Why Join Feldco?

     

    + Industry Leadership: #1 in Midwest home improvement solutions

    + Growth & Stability: Over 45 years in business and still growing

    + Award-Winning Culture: 12-time Top Workplace winner by the Chicago Tribune

    + Career Development: We promote from within and reward performance

    + Team-Oriented Environment: Be part of a collaborative culture that values every team member’s contribution

    Benefits Offered to Feldco Employees:

    + Health: Comprehensive medical coverage, including options for PPO and HMO plans. Coverage is available for employees, spouses, and dependents. Free Teladoc and MyStrength (mental/behavioral health) when you are enrolled in one of Feldco’s medical plans.

    + Dental: Dental coverage (PPO plans) including preventive services, basic and major procedures, etc.

    + Vision: Vision plans cover annual eye exams, prescription lenses, and frames or contact lenses.

    + Life and Accidental Death & Dismemberment (AD&D): Free $15,000 policy for all full-time employees

    + Disability Coverage: Employees can enroll in STD and LTD.

    + Voluntary Life Insurance: Employees have the option to purchase voluntary term life insurance with a guaranteed issue amount of $100,000. The max benefits amount is $500,000. We offer Accident, Critical Illness, and Hospital Care coverage

    + Employee Assistance Program

    + Offer identity Theft protection

    + Pet

    + 401(k) Retirement Plan: 401(k) with company match

    + PTO and paid holidays