Contact Center Representative
About The Position
We are North Creek Roofing, serving homeowners throughout the Puget Sound since 1996 with expert roof replacements, repairs, inspections, and gutter services. As a fully licensed, insured, and BBB‑accredited contractor, we offer premium warranty-backed work from direct‑hire professionals—not subcontractors. We offer a team-oriented environment with opportunities for career growth, and as we continue to expand, we seek reliable, safety-focused team members to support our operations! Join us if you’re passionate about delivering quality service and building a fulfilling career in a company that values trust, teamwork, and long‑lasting customer relationships. We’re looking for a driven and dependable Contact Center Representative to join our growing contact center team. This role is primarily inbound, responding to calls, chats, and emails from customers who have already expressed interest through our marketing channels—but it also includes a significant outbound component focused on follow-up, confirmations, and appointment setting. This is not just a customer service role. While service and professionalism are critical, success in this role is measured by your ability to convert conversations into high-quality appointments. If you enjoy fast-paced call environments and are motivated by performance metrics and incentives, this role offers strong earning potential and growth opportunities.
Requirements
- Prior experience in a call center, customer service, inside sales, or appointment-setting role
- Strong phone presence with the ability to influence, persuade, and guide conversations
- Comfort handling high call volumes while maintaining accuracy and professionalism
- Ability to balance service mindset with performance-driven goals
- Coachable, accountable, and motivated by metrics and incentives
- Experience using CRM and phone systems (or willingness to learn quickly)
- Reliable, team-oriented, and comfortable working on-site
- This role requires closing coverage and weekend availability.
Responsibilities
- Handle a high volume of inbound and outbound calls, as well as chats and emails from warm leads
- Convert inbound inquiries into scheduled appointments for roofing and other home services
- Conduct proactive outbound dialing to follow up with leads, confirm appointments, and maximize conversion
- Build rapport quickly with homeowners and clearly explain next steps and expectations
- Ensure appointments are set with all decision-makers whenever possible
- Maintain accurate, timely documentation in CRM (ServiceTitan) and phone system (Five9)
- Meet or exceed individual performance metrics related to appointment setting, productivity, and confirmations
- Collaborate closely with teammates and team leads in a structured, on-site call center environment
- Participate in ongoing coaching and training as you ramp up in the role
- Learn the business, systems, scripts, and gain confidence handling calls
- Independently set quality appointments across service lines with reduced supervision
Benefits
- Health, Dental, and Vision Insurance
- 401(k) with company match
- Company sponsored Life and AD&D coverage
- Paid Time Off
- Opportunities for growth and on-the-job training
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
