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. In this position you will handle inbound and outbound calls, schedule and dispatch service appointments, and turn customer inquiries into confirmed bookings while following established playbooks.

Key responsibilities

• Answer inbound calls and place outbound calls professionally, following approved scripts.
• Assist customers with service inquiries, appointment scheduling, rescheduling, and escalations.
• Conduct follow‑up calls, recover missed calls, and promote membership or additional services.
• Use a consultative sales approach to guide customers toward booking appointments.
• Accurately schedule and dispatch jobs according to client guidelines and capacity.
• Maintain complete and accurate CRM documentation, 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 performance‑improvement initiatives.

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

Required skills

• Proficiency with CRM systems for logging interactions and managing leads.