Scheduling Specialist - Contact Center

North Creek Roofing; Fife (WA); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401(k) with company match

Life and AD&D coverage

Paid Time Off

Growth opportunities and on-the-job培训

Job summary

North Creek Roofing in the Puget Sound region seeks a driven Scheduling Specialist for our on-site contact center. This role handles inbound/outbound calls, chats, and emails, turning conversations into high-quality appointments. You’ll work with homeowners, follow up on leads, and document in CRM (ServiceTitan) and Five9. Strong phone presence and comfort with metrics drive success and earning potential.

Qualifications

• Experience in a call center or appointment-setting role.
• Ability to handle high call volumes with professionalism.
• Comfort working on-site in a team setting.
• Ability to meet performance metrics and earning incentives.

Responsibilities

• Handle inbound and outbound calls, chats, and emails from warm leads.
• Convert inquiries into scheduled roofing and home service appointments.
• Proactively follow up with leads to confirm appointments and maximize conversions.
• Build rapport with homeowners and explain next steps clearly.
• Ensure appointments include all decision-makers; document in CRM (ServiceTitan) and Five9.
• Meet performance metrics for appointment setting and productivity.

Skills

Phone presence

Persuasion

Communication

CRM experience

Teamwork

Appointment setting

Coachable

Tools

ServiceTitan CRM

Five9

Job description

We are North Creek Roofing, serving homeowners throughout the Puget Sound since 1996 with expert roof replacements, repairs, inspections, and gutter services. We offer a team‑oriented environment with opportunities for career growth, and as we continue to expand, we seek reliable, safety‑focused team members to support our operations.

Join us if you’re passionate about delivering quality service and building a fulfilling career in a company that values trust, teamwork, and long‑lasting customer relationships.

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

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

Schedule:

• Contact Center Hours:
• Monday–Friday: 8:00 AM – 8:00 PM
• Saturday–Sunday: 8:00 AM – 4:00 PM
• Role Specifics: Scheduling will be in advance
• 40 hours per week with occasional overtime or coverage shifts as needed

Compensation:

Competitive hourly base + uncapped commission

On Target Earnings: $45,000 – $55,000 +

Location:

Fife, WA (On‑site)

Job Type: Full‑time, 40 hours/week

FLSA: Non‑exempt, hourly

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.

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

Equal Employment Opportunity

North Creek Roofing 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.

Apply Today!

We’re excited to hear from candidates who are ready to grow professionally while making a real impact. Apply now and become part of our dedicated team.