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. The role involves handling inbound and outbound calls, scheduling and dispatching service appointments, and converting inquiries into booked jobs while maintaining high customer satisfaction.

Key responsibilities

• Answer inbound customer calls and place outbound follow‑up calls professionally.
• Follow approved call flows, scripts and client playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling and escalations.
• Conduct missed‑call recovery, membership offers and same‑day service promotions.
• Schedule and dispatch jobs according to client guidelines, capacity and priorities.
• Verify customer information, service details and appointment windows.
• Maintain accurate CRM records, including call notes, dispositions and customer data.
• Respond to digital inquiries and convert online leads into scheduled appointments.

Required profile

• Previous experience in a call centre, customer service, appointment setting or dispatching.
• Strong verbal and written English communication skills.
• Excellent active‑listening and customer‑service abilities.
• Sales‑oriented mindset with ability to guide customers toward booking.
• Attention to detail and ability to follow SOPs and quality standards.

Required skills

• Proficiency in using CRM systems.
• Ability to operate scheduling and dispatch software.
• Effective questioning and objection‑handling techniques.