Call Center Representative – Customer Service & Appointment 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. In this position you will handle inbound and outbound calls, schedule and dispatch service appointments, and convert inquiries into booked jobs while maintaining high customer satisfaction.

Key responsibilities

• Answer inbound calls and make outbound follow‑up calls professionally.
• Follow approved call flows, scripts, and client playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling, and escalations.
• Conduct missed‑call recovery, membership outreach, and same‑day service offers.
• Accurately schedule and dispatch jobs according to client guidelines.
• Maintain complete and accurate CRM records, including call notes and dispositions.
• Respond to digital inquiries and convert online leads into appointments.
• Adhere to SOPs, quality standards, and attendance expectations.
• Participate in coaching, training, and performance‑improvement initiatives.

Required profile

• Previous experience in a call center, 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 guide customers toward booking appointments.

Required skills

• Proficiency with CRM systems for data entry and tracking.