Scheduling Specialist - Contact Center
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Skills
About the role
About Us
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’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
- Additional duties 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 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