Scheduling Specialist - Contact Center

Vertex Service Partners•Charlotte, NC

6d•$45,000 - $55,000•Onsite

About The Position

Vertex Service Partners is hiring a Scheduling Specialist for its growing contact center team. The role handles inbound and outbound calls, chats, and emails from prospective customers who have expressed interest through marketing channels. It includes significant outbound follow-up, appointment confirmations, and appointment setting. Success is measured by converting conversations into high-quality appointments, alongside service and professionalism. The position is on-site in Charlotte, North Carolina, and is scheduled for 40 hours per week. Shift assignments vary according to business needs and may include morning, midday, or closing shifts, with coverage as late as 10:00 PM. Weekend availability is required, and occasional overtime or coverage shifts may be needed. Full attendance is required during training. During the first 30 days, the employee learns the business, systems, and scripts and builds confidence handling calls. By 60 days, the employee is expected to independently set quality appointments across service lines with reduced supervision. The role includes ongoing coaching and training, and offers an hourly base plus uncapped commission, with estimated total annual earnings of $45,000–$55,000. Shift differentials and additional incentives may apply.

Requirements

Prior experience in a call center, customer service, inside sales, or appointment setting.
Strong phone presence and ability to influence, persuade, and guide conversations.
Ability to handle high call volumes while maintaining accuracy and professionalism.
Ability to balance a 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.
Ability to work 40 hours per week and occasional overtime or coverage shifts as needed.
Weekend availability on Saturday and/or Sunday.
100% attendance during the training period.
Clear speech and active listening skills sufficient to communicate effectively over the phone in English.

Responsibilities

Handle a high volume of inbound and outbound calls, chats, and emails from warm leads.
Convert inbound inquiries into scheduled appointments for roofing and other home services.
Make proactive outbound calls to follow up with leads, confirm appointments, and maximize conversion.
Build rapport with homeowners and explain next steps and expectations clearly.
Ensure appointments include all decision-makers whenever possible.
Maintain accurate, timely documentation in ServiceTitan CRM and the Five9 phone system.
Meet or exceed individual metrics for appointment setting, productivity, and confirmations.
Collaborate with teammates and team leads in an on-site call center.
Participate in ongoing coaching and training.
Learn the business, systems, and scripts during the initial 30 days and independently set quality appointments across service lines with reduced supervision by 60 days.
Perform additional duties as assigned.