Scheduling Specialist - Contact Center (2nd Shift)

The Role

We're looking for a driven and dependable Scheduling Specialist to join our growing contact center team. This role will have a combination of inbound and outbound 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
• Additional duties as assigned

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

Physical demands

• 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

Schedule

• Must be available to work all of the following shifts: 11AM - 8PM, 12 - 9PM, and 1 - 10PM
• Weekend availability (Saturday and/or Sunday) is required.
• 40 hours per week with occasional overtime or coverage shifts as needed
• 100% attendance is required through training period

Compensation

Competitive hourly base + uncapped commission - On Target Earnings:$45,000-$55,000:

• Shift differential may apply depending on scheduled shift
• Additional incentives

Compensation & Benefits Disclosure

Compensation for this role may be provided as hourly pay, salary, commission, piece-rate, bonuses, incentives, or a combination of these methods, depending on the position. The "Estimate of Total Expected Annual Earnings" listed reflects our good-faith estimate of what we reasonably expect to pay for this role, based on factors such as experience, skills, candidate geographic location, state the job is located in, historical trends, and business needs. Actual earnings may vary.

• Where required by law, we also provide a general description of benefits and other forms of compensation offered, which may include health insurance, retirement plans, paid time off, and other employee programs.
• Estimate of total expected annual earnings: $45,000 - $55,000 USD

Benefits

Full-time employees are eligible to participate in the following 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