Call Center Representative – Customer Service & Appointment Scheduling

About the role

We are seeking a results‑driven Call Center Representative to manage inbound and outbound customer interactions for a company that provides 24/7 back‑office support to home‑service contractors. The role involves scheduling and dispatching service appointments, maintaining accurate CRM records, and converting inquiries into booked jobs.

Key responsibilities

• Handle inbound and outbound calls professionally following approved scripts and playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling, and escalations.
• Conduct outbound follow‑up calls, missed‑call recovery, and promote membership opportunities when applicable.
• 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 documentation, including call notes and dispositions.
• Respond promptly to digital inquiries and convert online leads into scheduled appointments.
• Follow SOPs, quality standards, escalation procedures, and attendance expectations.
• Participate in coaching, training sessions, and support teammates during high call volumes.

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 customer service and active listening abilities.
• Sales‑oriented mindset with the ability to identify customer needs and present service options.

Required skills

• Proficiency with CRM systems.
• Familiarity with call‑center software and call flow scripts.