Scheduling Specialist - Contact Center

Vertex Service Partners•Charlotte, NC

5d•Onsite

About The Position

Vertex Service Partners is seeking a driven and dependable Scheduling Specialist to join its growing, on-site contact center team in Charlotte, North Carolina. The role handles a high volume of inbound and outbound calls, chats, and emails from prospective customers who have expressed interest in roofing and other home services. In addition to customer service, the position has a significant outbound focus on lead follow-up, appointment confirmations, and appointment setting. Success is measured by the ability to convert conversations into high-quality appointments and meet performance metrics. The schedule is 40 hours per week, with shifts assigned according to business needs during contact center hours of Monday through Sunday, 8:00 a.m. to 10:00 p.m. Morning, midday, or closing shifts may be assigned, and weekend availability is required. Occasional overtime or coverage shifts may be needed. Full attendance is required during training. New hires spend their first 30 days learning the business, systems, scripts, and call-handling, with the goal of independently setting quality appointments across service lines with reduced supervision by 60 days. Compensation includes a competitive hourly base and uncapped commission, with estimated total annual earnings of $45,000–$55,000. A shift differential may apply, and additional incentives are offered. Full-time employees may participate in health, dental, and vision insurance; a 401(k) with company match; company-sponsored life and AD&D coverage; and paid time off. Growth opportunities and on-the-job training are also available.

Requirements

Prior experience in a call center, customer service, inside sales, or appointment-setting role.
Strong phone presence and the ability to influence, persuade, and guide conversations.
Comfort handling high call volumes while maintaining accuracy and professionalism.
Ability to balance a service mindset with performance-driven goals.
Coachability, accountability, and motivation by metrics and incentives.
Experience using CRM and phone systems, or willingness to learn quickly.
Reliability and a team-oriented approach.
Comfort working on-site.
Weekend availability on Saturday and/or Sunday.
Ability to work 40 hours per week and occasional overtime or coverage shifts as needed.
Full attendance during the training period.
Ability to remain seated for extended periods, up to 8 hours per day.
Frequent repetitive use of hands and fingers for keyboarding, mouse use, and headset operation.
Ability to hear and comprehend telephone or headset conversations for extended periods in a moderately noisy open-office environment.
Clear speech and active listening skills sufficient to communicate effectively over the phone in English.
Visual acuity sufficient to read and interpret computer-screen information for prolonged periods.
Ability to occasionally lift or carry up to 10–15 pounds.

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.
Proactively contact leads to follow up, confirm appointments, and maximize conversion.
Build rapport with homeowners and clearly explain next steps and expectations.
Set appointments with all decision-makers whenever possible.
Maintain accurate, timely documentation in the ServiceTitan CRM and Five9 phone system.
Meet or exceed individual performance metrics for appointment setting, productivity, and confirmations.
Collaborate with teammates and team leads in a structured, on-site call center.
Participate in ongoing coaching and training while ramping up in the role.
Perform additional duties as assigned.