Call Center Representative

About the role

We are seeking a results‑driven Call Center Representative to join a fast‑growing operations team that supports home‑service contractors. In this role you will handle inbound and outbound calls, schedule and dispatch service appointments, and convert inquiries into booked jobs while following established playbooks.

Key responsibilities

• Answer inbound and make outbound customer calls professionally.
• Follow approved call flows, scripts and client playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling and escalations.
• Conduct follow‑up calls, recover missed calls and promote membership opportunities.
• 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 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 performance 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 customer service and active listening abilities.
• Sales‑oriented mindset with the ability to identify customer needs.

Required skills

• CRM software usage