Call Center Representative

About the role

We are seeking a results‑driven Call Center Representative to join a growing operations team that supports home‑service contractors. 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 calls and make outbound follow‑up calls professionally.
• Follow approved scripts, call flows, 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 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 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 guide customers toward booking appointments.

Required skills

• CRM usage for record‑keeping and scheduling.