Call Center Representative – Customer Service & Scheduling

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. In this position 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 scripts, call flows, and client playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling, and escalations.
• Conduct 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.
• Maintain complete and accurate CRM documentation, including call notes and dispositions.
• Respond to digital inquiries and convert online leads into 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 customer needs.

Required skills

• CRM usage for record‑keeping and appointment management.