Scheduling Specialist - Contact Center

JP Carroll Roofing has been serving Connecticut and Massachusetts since 1987, with over 20,000 roofs installed and industry-leading warranties of up to 50 years. As proud members of the GAF President’s Club, we provide expert roofing, siding, gutters, and window services backed by elite certifications and proven craftsmanship. We’re known for reliability, integrity, and community-focused service across New England.

About 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.

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
Additional duties as assigned

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

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

Contact Center Hours:
Monday–Friday: 8:00 AM – 8:00 PM
Saturday–Sunday: 8:00 AM – 4:00 PM (Rotating Saturdays)
40 hours per week with occasional overtime or coverage shifts as needed
100% attendance is required through training period

Pay

Competitive hourly base + uncapped commission – On Target Earnings: $40,000 USD - $50,000 USD
Shift differential may apply depending on scheduled shift
Additional incentives

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

Why Join Us?

At JP Carroll Roofing, we take pride in our people, our work, and our commitment to integrity. If you're looking for a company where you can grow professionally while making a real impact, we’d love to hear from you!