Call Center Representative – Customer Service & Sales

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 specialists. In this role you will handle inbound and outbound calls, schedule and dispatch service appointments, maintain accurate CRM records and turn customer inquiries into booked jobs.

Key responsibilities

• Answer inbound and place outbound customer calls following approved scripts and playbooks.
• Assist callers with service inquiries, appointment scheduling, rescheduling and escalations.
• Conduct follow‑up calls, recover missed calls and promote membership or additional services where applicable.
• Use a consultative sales approach to guide customers toward booking appointments.
• Accurately schedule and dispatch jobs according to client guidelines and capacity.
• Verify customer information, service details, appointment windows and job priorities.
• Maintain complete and accurate CRM documentation, including call notes and dispositions.
• Respond promptly to digital inquiries and convert online leads into scheduled appointments.
• Follow all SOPs, quality standards, escalation procedures and attendance expectations.
• Participate in coaching, training and continuous 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 identify needs and present service options.
• Attention to detail and ability to follow scripts and operational procedures.

Required skills

• Proficiency with CRM systems for call documentation and scheduling.