Position Summary The Contact Center Representative (CSR) is responsible for providing responsive, professional service to customers and prospective customers across multiple residential roofing brands.
This person will manage inbound and outbound customer communication through phone calls, text messages, emails, and web forms. The primary goals of the position are to respond quickly, provide an excellent customer experience, accurately document each interaction, and convert qualified inquiries into scheduled appointments.
This position reports to the Contact Center Manager.
Key Responsibilities
Answer inbound calls promptly and professionally using the correct brand name.
Return missed calls and respond to voicemails within established service standards.
Respond to customer text messages, emails, website forms, and other digital inquiries.
Ask appropriate questions to understand the customer’s needs and determine whether the opportunity is qualified.
Schedule qualified appointments accurately based on territory, availability, and company guidelines.
Make outbound calls to unbooked leads, unsold customers, and other assigned customer groups.
Properly document customer information, communication, and outcomes in the appropriate systems.
Provide basic information about each brand’s services, service areas, scheduling, and processes.
Route existing-customer questions and service issues to the appropriate person or department.
Follow brand-specific scripts, call flows, SOPs, and escalation procedures.
Participate in call reviews, coaching sessions, team meetings, and ongoing training.
Maintain a professional, helpful, and consistent customer experience across every communication channel.
Performance Expectations
Performance will be measured using metrics such as:
Call answer rate
Average speed to answer
Web-form and digital-response time
Appointment booking rate
Qualified appointments booked
Call-quality scores
Scheduling and data-entry accuracy
Adherence to scripts and SOPs
Attendance and schedule adherence
Qualifications
Experience in customer service, appointment setting, inside sales, dispatching, or a contact-center environment is preferred but not required.
Strong phone presence and written communication skills.
Ability to learn the services, markets, and procedures of multiple brands.
Organized and able to manage phone, text, email, and web inquiries simultaneously.
Comfortable using phone systems, CRMs, calendars, and customer-communication software.
Coachable, dependable, detail-oriented, and responsive.
What Success Looks Like A successful Contact Center Representative makes customers feel heard and helped, responds quickly across every communication channel, books qualified appointments accurately, and represents each roofing brand professionally and consistently.
Pay Range of $20-$23 per hour + monthly incentive bonus. Benefits includes health, vision, dental and 401(k) with matching.
Pay: $20.00 - $23.00 per hour
Expected hours: 40.0 per week
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Work from home
Work Location: Hybrid remote in Nashville, TN 37205