Scheduling Specialist - Contact Center

Vertex Service Partners; Charlotte (NC); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid Time Off

Life and AD&D coverage

Growth opportunities

Job summary

Vertex Service Partners in Charlotte, NC is seeking a Scheduling Specialist for our on-site contact center. You will handle high volumes of calls, chats, and emails, converting inquiries into high-quality appointments for roofing and exterior services.

This role emphasizes performance metrics and potential growth within a fast-paced environment. You’ll build rapport with homeowners, follow up proactively, and document interactions accurately in our CRM and phone systems.

Qualifications

• Experience in a call center, customer service, inside sales, or appointment-setting role.
• Ability to influence conversations and guide customers toward scheduling appointments.
• Comfort handling high call volumes with accuracy and professionalism.
• Experience using CRM and phone systems (or willingness to learn quickly).

Responsibilities

• Handle a high volume of inbound and outbound calls, chats, and emails from warm leads.
• Convert inquiries into scheduled roofing and home service appointments.
• Conduct proactive outbound dialing to follow up with leads and maximize conversions.
• Build rapport with homeowners and clearly explain next steps and expectations.
• Maintain accurate, timely documentation in CRM (ServiceTitan) and phone system (Five9).
• Meet or exceed performance metrics related to appointment setting and productivity.
• Collaborate with teammates in an on-site call center environment.

Skills

Call center experience

Strong phone presence

Inbound/outbound sales

CRM proficiency

Tools

ServiceTitan

Five9

Job description

Vertex Service Partners is a home improvement services company focused on residential roofing and other exterior services across the United States. Backed by Alpine Investors, a top-decile private equity fund with $4.0 billion of committed capital, Vertex is building a best-in-class national platform. Our company is built on our core values—servant leadership, unwavering character, a growth mindset, persistence, empowerment, pace, and fun—and guided by three pillars: being the Employer of Choice, Partner of Choice, and Contractor of Choice. We offer transformative support in operations, marketing, training, talent, finance, and technology, all while preserving the autonomy of local brands.

Job Title: Scheduling Specialist

Location: Charlotte, NC (On-site)
Job Type: Full-time, 40 hours/week

The Role:

We’relooking for a driven and dependable Scheduling Specialist to join our growing contact center team. This rolewill have a combination of inbound and outbound calls, chats, and emailsfrom customers who have already expressed interest through our marketing channels—but it also includes a significant outboundcomponentfocused on follow-up, confirmations, and appointment setting.

This is notjust acustomer service role. While service and professionalism are critical, success in this role is measured by your ability toconvert 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.

WhatYou’llDo:

• 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 roofingand 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
• Maintainaccurate,timelydocumentation 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
• First30 days: Learn the business, systems, scripts, and gain confidence handling calls
• By60 days: Independently set quality appointments across service lines with reduced supervision
• Additionalduties 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 whilemaintainingaccuracy 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 inEnglish
• Visual acuity sufficient to read and interpret information on a computer screen for prolonged periods
• Occasional lifting/carrying of up to 10–15lbs

Schedule:

• Contact Center Hours: Monday - Sunday, 8:00AM - 10:00 PM
• Shift assignments vary based on business need and will be confirmed upon hire; candidates should be prepared for the possibility of morning, midday, or closing shifts (including coverage as late as 10:00 PM)
• Weekend availability (Saturday and/or Sunday) is required.
• 40 hoursper week with occasional overtime or coverage shifts as needed
• 100%attendanceisrequiredthrough trainingperiod

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

• Shiftdifferentialmayapply depending on scheduled shift
• Additionalincentives

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

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?

• Build Something Big – Shape processes for a rapidly growing organization.
• Growth-Oriented Culture – Work in a dynamic, people-first environment.
• Make an Impact Across Regions – Partner with business leaders to drive meaningful change.

Vertex Service Partners is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, military service, or any other protected class. If you need a reasonable accommodation due to a disability, please contact Human Resources with your request and contact information. Applicant Privacy Policy

As set forth in Vertex Service Partners’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.