Contact Center Representative

The Role:

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.

What You'll Do:

• 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
  • First 30 days: Learn the business, systems, scripts, and gain confidence handling calls
  • By 60 days: Independently set quality appointments across service lines with reduced supervision

What You Bring:

• 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

Schedule:

• Looking for morning shift (7:00/8:00 am to 3:00/4:00 pm) or mid-shift (11:00 am to 7:00 pm)
• 40 hours per week with occasional overtime or coverage shifts as needed

What We Offer:

• Competitive hourly pay with performance bonuses ($20 hourly + bonus)
• Opportunities for growth and advancement within the company
• A supportive team culture with a focus on doing the right thing—for customers and employees alike