Call Center Representative

About the role

We are seeking a results‑driven Call Center Representative to join a fast‑growing outsourcing partner that supports home‑service contractors such as plumbers, electricians and HVAC specialists. The role involves handling inbound and outbound calls, scheduling and dispatching service appointments, and converting inquiries into booked jobs while following established playbooks.

Key responsibilities

• Answer inbound customer calls and place outbound calls professionally, following approved scripts and call flows.
• Assist callers with service inquiries, schedule, reschedule, or cancel appointments, and handle escalations when needed.
• Conduct follow‑up calls, recover missed calls, and promote membership or additional service options.
• Use a consultative sales approach to guide customers toward booking same‑day, after‑hours, or additional services.
• Accurately verify customer information, service details, appointment windows and dispatch jobs according to client guidelines.
• Maintain complete and accurate CRM records, including call notes, dispositions and customer data.
• Respond 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 improvement initiatives, and support teammates during high‑volume periods.

Required profile

• Previous experience in a call centre, 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 needs and present service options.

Required skills