Call Center Representative – Customer Service & Dispatch

About the role

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

Key responsibilities

• Answer inbound calls and place outbound calls following approved scripts and playbooks.
• Assist customers with service inquiries, schedule, reschedule, and dispatch appointments.
• Conduct follow‑up calls, recover missed calls and promote membership or same‑day service options.
• Enter accurate information into the CRM, including call notes, dispositions and customer details.
• Verify service details, appointment windows, job types and priorities before dispatch.
• Respond to digital inquiries and convert online leads into scheduled appointments.
• Adhere to SOPs, quality standards, escalation procedures and attendance expectations.
• Participate in coaching, training and team support 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 listening and active‑listening abilities.
• Sales‑oriented mindset with the ability to guide customers toward booking.

Required skills

• Proficiency with CRM systems for data entry and tracking.