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 calls and place outbound calls professionally, following approved scripts and call flows.
• Assist customers with service inquiries, schedule, reschedule, or escalate appointments as 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 membership services.
• Accurately schedule and dispatch jobs according to client guidelines, verifying customer details and service priorities.
• Maintain complete and accurate CRM documentation, including call notes, dispositions and customer information.
• Respond to digital inquiries and convert online leads into scheduled appointments.
• Follow SOPs, quality standards, escalation procedures and attendance expectations.

Required profile

• Previous experience in a call centre, customer service, appointment setting or dispatching 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