Call Center Representative – Customer Service & Scheduling

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, and maintain accurate records in the CRM system.

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 service opportunities.
• Use a consultative sales approach to guide customers toward booking appointments.
• Accurately schedule and dispatch jobs according to client guidelines, verifying customer details, service type, and priority.
• Document all interactions, dispositions, and customer information in the CRM.
• 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 continuous improvement initiatives.

Required profile

• Previous experience in a call‑center, 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

• Proficiency with CRM systems for call documentation and scheduling.