Call Center Representative

About the role

We are seeking a results‑driven Call Center Representative to join a fast‑growing outsourcing team that supports home‑service contractors such as plumbers, electricians and HVAC professionals. 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 following approved scripts and playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling and escalations.
• Guide customers toward booking appointments using a consultative sales approach.
• Accurately schedule and dispatch jobs according to client guidelines and capacity.
• Maintain complete and accurate CRM records, including call notes and dispositions.
• 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 continuous performance improvement initiatives.

Required profile

• Previous experience in a call centre, customer service, appointment setting or dispatching.
• 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 service options.
• Attention to detail and ability to work efficiently in a high‑volume environment.

Required skills

• Proficiency with CRM software for documenting calls and scheduling.