Call Center Representative

About the role

We are seeking a results‑driven Call Center Representative to join a growing operations team that provides 24/7 back‑office support for home service contractors. In this role you will manage inbound and outbound customer interactions, schedule and dispatch service appointments, and convert inquiries into booked jobs while following established playbooks.

Key responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Follow approved call flows, scripts, and client playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling, and escalations.
• Conduct outbound follow‑up calls, missed‑call recovery, and promote membership opportunities.
• Guide customers toward booking appointments using a consultative sales approach.
• Accurately schedule and dispatch jobs according to client guidelines and capacity.
• Maintain complete and accurate CRM documentation, including call notes and dispositions.
• Respond promptly to digital inquiries and convert online leads into scheduled appointments.
• Follow all SOPs, quality standards, escalation procedures, and attendance expectations.
• Participate in coaching, training sessions, and continuous performance improvement initiatives.

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 convert inquiries into booked appointments.

Required skills