Call Center Representative – Customer Service & Scheduling

About the role

We are seeking a results‑driven Call Center Representative to join a growing team that provides 24/7 back‑office support for home‑service contractors. In this position you will handle inbound and outbound calls, schedule and dispatch service appointments, and convert inquiries into booked jobs while following established playbooks.

Key responsibilities

• Answer inbound and make outbound customer calls professionally.
• Follow approved call flows, scripts, and client playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling, and escalations.
• Conduct follow‑up calls, missed‑call recovery, and promote membership opportunities.
• Use a consultative sales approach to guide customers toward booking appointments.
• Accurately schedule and dispatch jobs according to client guidelines.
• Maintain complete and accurate CRM documentation, including call notes and dispositions.
• Respond to digital inquiries and convert online leads into scheduled appointments.
• Adhere to SOPs, quality standards, escalation procedures, and attendance expectations.
• Participate in coaching, training, and performance‑improvement initiatives.

Required profile

• Previous experience in a call center, customer service, appointment setting, dispatching, or a similar customer‑facing role.
• Strong verbal and written English communication skills.
• Excellent active‑listening and customer‑service abilities.
• Sales‑oriented mindset with the ability to identify customer needs and present service options.
• Attention to detail and ability to follow scripts and procedures.

Required skills