Contact Center Representative

About Us

Since 1995, Findlay Roofing has been a trusted name in the Atlanta metro for roof repair and replacement—now Georgia’s largest full-service roofing contractor. We serve residential and commercial clients with precision-crafted solutions, offer comprehensive exterior services, and guarantee peace of mind with a lifetime Leak Free Warranty. We offer a team-oriented environment with opportunities for career growth.

About 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.

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

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

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

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

Pay

Competitive hourly pay with performance bonuses ($20 hourly + bonus)
Estimate of total expected annual earnings: $50,000 USD - $60,000 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