Call Center Representative

Job Description

Job Description

Role Purpose

The Call Center Representative is responsible for timely, professional, and consistent communication with prospective and existing customers. This role directly impacts lead conversion, appointment setting, customer confidence, and revenue growth. The representative serves as the first and most frequent point of contact and must uphold company standards for professionalism, accuracy, and follow-up.

Core Responsibilities

Inbound & Outbound Communication

• Answer inbound calls promptly and professionally
• Make outbound calls to: New leads, Uncontacted leads, Aged/rehash leads
• Respond to inbound texts, voicemails, and emails within required timeframes

Appointment Setting

• Qualify leads using company-approved questions
• Schedule inspections and estimates accurately
• Confirm appointments and reduce no-shows through reminders

CRM & Documentation

• Accurately log all communication in GHL and JobNimbus
• Update lead statuses, notes, and outcomes in real time
• Ensure no lead or task goes unworked until dead or confirmed
• Utilize GoHighLevel for SMS, email follow-ups, and pipeline tracking

Customer Experience

• Communicate clearly, confidently, and respectfully
• Set proper expectations for the inspection and sales process
• Represent the company’s commitment to safety, quality, and professionalism

Process Adherence

• Follow approved call scripts, messaging guidelines, and workflows
• Execute daily call, text, and follow-up requirements
• Comply with all company communication and data policies

Performance Expectations (KPIs)

• Speed to lead response
• Contact rate
• Appointment set rate
• Show rate
• Call quality and professionalism
• JobNimbus accuracy and completeness
• Consistency in follow-up execution

Required Skills & Competencies

• Strong verbal communication and active listening
• Auto-Dialer Experience
• Ability to handle objections calmly and professionally
• Organized, detail-oriented, and process-driven
• Comfortable with high call and follow-up volume
• Coachable and receptive to feedback
• Ability to work independently while following structured systems

Work Standards & Expectations

• Maintain punctuality and schedule adherence
• Meet daily and weekly activity benchmarks
• Protect company reputation in all customer interactions
• Maintain confidentiality of customer and company information
• Uphold company values in every interaction

Performance Roofing and Siding is a GAF Master Elite and James Hardie Elite Preferred contactor. We partner with our clients to meet their siding and roofing needs through modern style and function. We foster a work environment that inspires innovative thinking, strategic management, and consistent high performance. We provide an unwavering commitment to company culture and amazing service to our customers.

Company Description

Performance Roofing and Siding is a GAF Master Elite and James Hardie Elite Preferred contactor. We partner with our clients to meet their siding and roofing needs through modern style and function. We foster a work environment that inspires innovative thinking, strategic management, and consistent high performance. We provide an unwavering commitment to company culture and amazing service to our customers.