Contact Center Lead

Job Description

Job Description

About Us

We are North Creek Roofing , serving homeowners throughout the Puget Sound since 1996 with expert roof replacements, repairs, inspections, and gutter services. As a fully licensed, insured, and BBB‑accredited contractor, we offer premium warranty-backed work from direct‑hire professionals—not subcontractors. We offer a team-oriented environment with opportunities for career growth, and as we continue to expand, we seek reliable, safety-focused team members to support our operations!

Join us if you're passionate about delivering quality service and building a fulfilling career in a company that values trust, teamwork, and long‑lasting customer relationships.

The Role:

We're looking for an energetic and dependable Contact Center Lead to join our high-performing team reporting to the Contact Center Manager. You'll be providing day-to-day operational support to a team of Scheduling Specialists. This role serves as a first point of contact for escalations, assists with real-time problem-solving, and supports adherence to processes and KPIs.

The Contact Center Lead plays a critical role in driving performance, ensuring quality, and fostering a positive team environment. A sales mindset is crucial to capturing every opportunity possible and our appointments should be treated as the "sale before the sale". High effort and ability to rebuttal customers and teach these skills to the Scheduling Specialists is pivotal to success. This role sits on-site with the team in a fast-paced, collaborative environment—so strong communication, organization, and teamwork are essential.

What You'll Do:

• Serve as the first point of contact for real-time questions, escalations, and troubleshooting during shifts.
• Handle inbound, outbound, and overflow calls as needed to support the team during peak volume or coverage gaps
• Monitor queues, call volume, and agent productivity, ensuring adherence to schedules, focus on speed to lead, urgency, and service levels
• Provide on-the-floor coaching, guidance, and feedback to Scheduling Specialists to support quality, efficiency, and customer experience.
• Partner with the Contact Center Manager to identify performance gaps and recommend corrective actions or process improvements.
• Support onboarding of new hires by providing training assistance, shadowing opportunities, and reinforcement of call flows and systems.
• Ensure accurate use of systems such as Five9, ServiceTitan (or CRM equivalent), and other tools.
• Monitor call quality and assist with QA reviews as needed.
• Manage minor attendance or behavior concerns in the moment and escalate to leadership when appropriate.
• Assist with reporting tasks, data entry, and tracking of daily metrics when required.
• Foster a positive, solutions-focused work environment aligned with company values.

What You Bring:

• 2+ years of experience in customer service required, call center, or phone-based scheduling experience preferred
• Previous leadership experience (team lead, floor support, SME, or equivalent) highly preferred
• Ability to coach and guide peers constructively
• Detail-oriented with strong organizational skills
• Problem-solving mindset and adaptability in a fast-paced environment
• Team-oriented, respectful, and eager to support others
• Willingness to work flexible hours, including evenings or weekends as needed
• High school diploma or equivalent required

Schedule:

• Contact Center Hours:
• Monday–Friday: 8:00 AM – 7:00 PM
• Saturday–Sunday: 9:00 AM – 5:00 PM
• Role Specifics: This role requires closing coverage (12:00 PM – 7:00 PM) and rotating weekend availability.
• 40 hours per week with occasional overtime or coverage shifts as needed

Compensation: Competitive hourly base + incentive based commission

• On Target Earnings: $60,000 – $75,000

Location: Fife, WA (On-site)

Job Type: Full-time, 40 hours/week

FLSA: Non-exempt, hourly

Compensation & Benefits Disclosure

Compensation for this role may be provided as hourly pay, salary, commission, piece-rate, bonuses, incentives, or a combination of these methods, depending on the position. The "Estimate of Total Expected Annual Earnings" listed reflects our good-faith estimate of what we reasonably expect to pay for this role, based on factors such as experience, skills, candidate geographic location, state the job is located in, historical trends, and business needs. Actual earnings may vary.

Where required by law, we also provide a general description of benefits and other forms of compensation offered, which may include health insurance, retirement plans, paid time off, and other employee programs.

Estimate of total expected annual earnings:

$60,000—$75,000 USD

Benefits:

Full-time employees are eligible to participate in the following benefits:

• Health, Dental, and Vision Insurance
• 401(k) with company match
• Company sponsored Life and AD&D coverage
• Paid Time Off
• Opportunities for growth and on-the-job training

Why Join Us?

At North Creek Roofing, we take pride in our people, our work, and our commitment to integrity. If you're looking for a company where you can grow professionally while making a real impact, we'd love to hear from you!

Apply Today!

North Creek Roofing is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, military service, or any other protected class. If you need a reasonable accommodation due to a disability, please contact Human Resources with your request and contact information. Applicant Privacy Policy