Scheduling Specialist - Contact Center

JP Carroll Roofing•Bloomfield, CT

3d•Onsite

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 combination of inbound and outbound calls, chats, and emails from customers who have already expressed interest through marketing channels. A significant part of the role includes outbound calls for follow-up, confirmations, and appointment setting. Success is measured by the ability to convert conversations into high-quality appointments, making it more than just a customer service role. The position offers strong earning potential and growth opportunities for individuals motivated by performance metrics and incentives in a fast-paced call center environment.

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.
Additional duties as assigned.