What are the responsibilities and job description for the Lead Response & Appointment Specialist position at JP Carroll Roofing?
About Us
JP Carroll Roofing has been serving Connecticut and Massachusetts since 1987, with over 20,000 roofs installed and industry-leading warranties of up to 50 years. As proud members of the GAF President’s Club, we provide expert roofing, siding, gutters, and window services backed by elite certifications and proven craftsmanship. We’re known for reliability, integrity, and community-focused service across New England. If you’re looking to grow your career in a high-performance team with strong values and long-term opportunity, JP Carroll Roofing has a place for you!
The Role:
We’re seeking a fast, detail-oriented Offline Specialist to support our Inside Sales and appointment operations by ensuring every lead is followed up quickly, appointments are confirmed, and all incoming communication is handled with care and precision.
Your mission: Speed to Lead – respond, verify, and follow up with leads and appointments as quickly and accurately as possible, while delivering a seamless and professional experience at every touchpoint.
A strong commitment to customer experience—internally with our team and externally with prospects—is at the core of this role. You’ll also play a key part in ensuring all decision-makers are present and objections are proactively overcome before appointments occur.
Key Responsibilities:
Lead Follow-Up & Speed to Lead
Job Type: Full-time, 40 hours/week
FLSA: Non-exempt, hourly
Compensation & Benefits DisclosureCompensation 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: : $52,000 USD - $62,000 USD
Benefits:
Full-time employees are eligible to participate in the following benefits:
At JP Carroll 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!
JP Carroll 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
JP Carroll Roofing has been serving Connecticut and Massachusetts since 1987, with over 20,000 roofs installed and industry-leading warranties of up to 50 years. As proud members of the GAF President’s Club, we provide expert roofing, siding, gutters, and window services backed by elite certifications and proven craftsmanship. We’re known for reliability, integrity, and community-focused service across New England. If you’re looking to grow your career in a high-performance team with strong values and long-term opportunity, JP Carroll Roofing has a place for you!
The Role:
We’re seeking a fast, detail-oriented Offline Specialist to support our Inside Sales and appointment operations by ensuring every lead is followed up quickly, appointments are confirmed, and all incoming communication is handled with care and precision.
Your mission: Speed to Lead – respond, verify, and follow up with leads and appointments as quickly and accurately as possible, while delivering a seamless and professional experience at every touchpoint.
A strong commitment to customer experience—internally with our team and externally with prospects—is at the core of this role. You’ll also play a key part in ensuring all decision-makers are present and objections are proactively overcome before appointments occur.
Key Responsibilities:
Lead Follow-Up & Speed to Lead
- Review and manage leads generated through Hatch and other platforms.
- Prioritize immediate outreach to maximize lead conversion and minimize delay.
- Maintain detailed, organized records of all lead interactions and outcomes.
- Conduct daily outbound follow-up to prospects with urgency and professionalism.
- Represent the brand with integrity and consistency in all interactions.
- Confirm and verify all appointments with clarity, professionalism, and care.
- Work to ensure all decision-makers (homeowners) are committed to being present for a 90-minute appointment.
- Actively overcome objections during confirmation calls and follow-ups to secure full buy-in.
- Use scripted language and objection-handling frameworks to confirm commitment and reduce no-shows.
- Listen to call recordings to assess qualification status and customer intent.
- Utilize tools like the County Assessor database to confirm property ownership and lead legitimacy.
- Monitor and respond to all incoming emails and messages promptly.
- Book new appointments and follow up with warm leads as needed.
- Maintain a high standard of responsiveness, empathy, and attention to detail in all communications.
- Collaborate closely with internal teams to ensure consistent follow-through and alignment.
- Proven experience in lead follow-up, sales support, or appointment setting.
- Strong organizational and time management skills.
- Excellent communication skills—both verbal and written.
- Confident handling and overcoming objections to secure commitment.
- Ability to verify ownership using public records like county assessor data.
- Comfortable using CRMs, email platforms, and communication tools like Hatch.
- Self-driven, detail-oriented, and highly responsive.
- A natural team player who values a positive internal culture as much as external customer service.
- Contact Center Hours:
- Monday–Friday: 8:00 AM – 8:00 PM
- Saturday–Sunday: 9:00 AM – 4:30 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
- On Target Earnings: $52,000 – $62,000
Job Type: Full-time, 40 hours/week
FLSA: Non-exempt, hourly
Compensation & Benefits DisclosureCompensation 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: : $52,000 USD - $62,000 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
At JP Carroll 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!
JP Carroll 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
Salary : $52,000 - $62,000