Call Center Representative

About the role

We are seeking a results‑driven Call Center Representative to join a fast‑growing outsourcing team that supports home‑service contractors such as plumbers, electricians, and HVAC professionals. In this position you will handle inbound and outbound calls, schedule and dispatch service appointments, maintain accurate CRM records, and turn customer inquiries into booked jobs.

Key responsibilities

• Answer inbound calls and place outbound calls following approved scripts and playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling, and appropriate escalations.
• Conduct follow‑up calls, recover missed calls, and promote membership or additional services when applicable.
• Use a consultative sales approach to guide customers toward booking appointments.
• Accurately schedule and dispatch jobs according to client guidelines and capacity.
• Maintain complete and accurate CRM documentation, including call notes and dispositions.
• Respond promptly to digital inquiries and convert online leads into scheduled appointments.
• Follow SOPs, quality standards, escalation procedures, and attendance expectations.
• Participate in coaching, training, and continuous 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 customer service and active listening abilities.
• Sales‑oriented mindset with the ability to identify needs and present solutions.

Required skills