Call Center Representative

About the role

We are seeking a results‑driven Call Center Representative to join a fast‑growing outsourcing partner 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 place outbound calls following approved scripts and playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling, and appropriate escalations.
• Conduct follow‑up calls, recover missed calls, and promote membership or additional services when relevant.
• Use a consultative sales approach to guide customers toward booking appointments.
• Accurately schedule and dispatch jobs according to client guidelines, verifying customer details, service type, and priority.
• Maintain complete and accurate CRM records, 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 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 identify needs and present solutions.

Required skills