Scheduling Specialist - Contact Center
About The Position
JP Carroll Roofing is seeking a driven and dependable Scheduling Specialist to join their growing contact center team. This role involves a mix of inbound and outbound calls, chats, and emails from customers who have already expressed interest. A significant part of the role includes outbound calls for follow-up, confirmations, and appointment setting. The primary goal is to convert conversations into high-quality appointments, making it more than just a customer service role. Success is measured by the ability to convert inquiries into appointments, with strong earning potential and growth opportunities for those who enjoy fast-paced call environments and are motivated by performance metrics and incentives.
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
- Ability to remain in a stationary, seated position for extended periods, up to 8 hours per day
- Frequent, repetitive use of hands/fingers for keyboarding, mouse use, and headset operation
- Ability to hear and comprehend conversations via telephone/headset for extended periods, including 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 information on a computer screen for prolonged periods
- Occasional lifting/carrying of up to 10–15 lbs
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 within the first 30 days
- Independently set quality appointments across service lines with reduced supervision by 60 days
- Perform additional duties as assigned
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
