Stonegrove Roofing Partners

Call Center Representative

• Lead day-to-day call center activities across multiple partner companies
• Balance staffing, call volume, and market needs
• Train and coach representatives on call scripts, customer service, appointment booking, objection handling, and follow-up
• Conduct call reviews and individual coaching sessions
• Coordinate coverage for peak periods, after-hours inquiries, absences, and storm-related demand increases
• Drive rapid response to new inquiries and oversee inbound, phone, text, and email follow-up
• Manage the three-day contact cadence targeting 13 contact attempts
• Help representatives qualify customer needs, confirm service areas, and schedule appointments
• Coordinate appointment availability, routing, and customer expectations with local sales teams
• Monitor unassigned, aging, canceled, and unscheduled leads
• Maintain lead records, dispositions, appointment details, and source attribution in AccuLynx
• Oversee Hatch Speed to Lead settings, follow-up campaigns, scheduling workflows, and representative adoption
• Monitor call routing, ring groups, voicemail, overflow coverage, and call tracking
• Troubleshoot workflow issues with Marketing, Operations, and technology partners
• Ensure compliance with customer communication, consent, and opt-out policies
• Review activity and results by partner company and representative
• Track answer rate, answer time, speed to lead, contact rate, booking rate, appointment outcomes, call quality, call duration, and handle time
• Share weekly performance updates, identify root causes, implement corrective actions, and escalate concerns

Explore Regional Call Center Lead at Stonegrove Roofing Partners. Review requirements and application details.

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Regional Call Center Lead