Scheduling Specialist - Contact Center
$40,000–$50,000 year
On-siteBloomfield, New Jersey, United States
Job Summary
Handle high volumes of inbound and outbound calls, chats, and emails from warm leads to convert inquiries into scheduled roofing appointments. Conduct proactive dialing to follow up with homeowners, confirm bookings, and maximize conversion rates while building rapport and explaining next steps. Ensure all appointments are set with decision-makers and maintain accurate documentation in ServiceTitan and Five9. Meet performance metrics for productivity and confirmations within a structured, on-site call center environment. Collaborate with teammates and leads while participating in ongoing coaching and training to independently set quality appointments by day 60.
Required Qualifications
- 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
- 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
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