Call Center Specialist

About the role

As a Call Center Specialist, you are the vital first point of contact and the voice of Cenvar Roofing. You will be responsible for setting the stage for an exceptional client experience, utilizing a foundation of servanthood and efficiency to bridge the gap between a homeowner’s need and our expert solutions. This role is designed for professional, detail-oriented individuals who possess the grit to manage high-volume interactions and the interpersonal skills to turn every inquiry into an opportunity. We are looking for organized communicators who are hungry for growth and ready to thrive in a fast-paced environment where your ability to connect with people and master our systems is the primary catalyst for our company's success.

What you'll do

• Manage inbound & outbound calls in a timely manner
• Identify customers needs & clarify information
• Record accurate customer data
• Schedule estimates
• Provide excellent customer service
• Act as a first point of contact for customers seeking roofing services 
• Electronically map routes to determine branch service area
• Record call details and customer information in systems (CRM)
• Update account records and document resolutions
• Track interactions for future reference
• Use call scripts or guidelines when required
• Follow company policies and compliance rules
• Ensure consistency in communication and service quality
• Minimize hold times and call transfers
• Manage multiple conversations at once in digital channels
• Troubleshoot basic problems or escalate complex ones
• Maintain a professional, friendly tone during all interactions
• Other duties as assigned

Minimum Skills & Requirements

• Exceptionally strong written & verbal communication skills
• Ability to be trained on & navigate company software
• Basic to Intermediate computer skills to include familiarity with using email and some experience with Google Sheets or Excel
• Must be able to effectively communicate through a headset & computer telephone 
• Ability to read a regionalized map to determine service area by branch
• Record keeping, organization & accurate documentation ability
• Must have previous receptionist, call center or office environment experience
• Must be able to type a minimum of 45 WPM
• High school diploma or equivalent
• Must have reliable transportation
• Must be comfortable working in an environment where dogs are present