Call Center Representative – Customer Service & Scheduling

About the role

We are seeking a motivated Call Center Representative to join a fast‑growing outsourcing team that supports home‑service contractors such as plumbers, electricians and HVAC specialists. The role involves handling both inbound and outbound calls, scheduling service appointments, and converting inquiries into booked jobs while delivering a high level of customer satisfaction.

Key responsibilities

• Answer inbound calls and place outbound calls following approved scripts and client playbooks.
• Assist customers with service inquiries, schedule, reschedule, or dispatch appointments according to client guidelines.
• Conduct follow‑up calls, recover missed calls and promote membership or additional services where appropriate.
• Maintain accurate CRM records, including call notes, dispositions and customer details.
• Respond to digital leads and convert online inquiries into scheduled appointments.
• Adhere to SOPs, quality standards, escalation procedures and attendance expectations.
• Participate in coaching sessions and support teammates during high‑volume periods.

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 guide customers toward booking appointments.
• Attention to detail and ability to follow scripts and operational procedures.

Required skills