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. The role involves handling inbound and outbound calls, scheduling and dispatching service appointments, and converting inquiries into booked jobs while maintaining high customer‑service standards.

Key responsibilities

• Answer inbound calls and place outbound calls following approved scripts and call flows.
• Assist customers with service inquiries, schedule, reschedule, and dispatch appointments according to client guidelines.
• Conduct follow‑up calls, recover missed calls and promote membership or additional service opportunities.
• Use a consultative sales approach to guide customers toward booking same‑day, after‑hours or additional services.
• Maintain complete and accurate CRM documentation, including call notes, dispositions and customer details.
• Respond to digital inquiries and convert online leads into scheduled appointments.
• Follow SOPs, quality standards, escalation procedures and attendance expectations.
• Participate in coaching, training and 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 active‑listening and customer‑service abilities.
• Sales‑oriented mindset with the ability to identify needs and overcome objections.

Required skills

• Proficiency with CRM software for logging calls and managing appointments.
• Familiarity with call‑center handling systems and scripted workflows.