Call Center Representative

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Job Title: Call Center Agent

About the Company:

Our client specializes in outsourcing back-office support for home service contractors, including plumbers, electricians, HVAC professionals, and similar trades. They provide 24/7 customer support, live call answering, dispatching, scheduling, and administrative services, helping their clients deliver exceptional customer experiences while maintaining efficient operations.

Job Description:

We are looking for a results-driven Call Center Agent to join our client's growing operations team. In this role, you will professionally manage inbound and outbound customer interactions, schedule and dispatch service appointments, maintain accurate CRM records, and convert customer inquiries into booked appointments.

This position requires excellent communication skills, strong attention to detail, and a sales-oriented mindset focused on maximizing every customer interaction. You will play a key role in protecting service levels, maintaining customer satisfaction, and driving booking conversions while following established client playbooks and operational procedures.

Responsibilities of the role:

• Handle inbound and outbound customer calls professionally and efficiently.

• Follow approved call flows, scripts, and client playbooks.

• Assist customers with service inquiries, appointment scheduling, rescheduling, and escalations when appropriate.

• Conduct outbound follow-up calls, missed call recovery, and membership opportunities when applicable.

• Guide customers toward booking appointments using a consultative sales approach.

• Identify customer needs through effective questioning.

• Present service options clearly and confidently.

• Handle customer objections using approved techniques and scripting.

• Offer same-day service, after-hours appointments, memberships, or additional services when applicable.

• Accurately schedule and dispatch jobs according to client guidelines and capacity.

• Verify customer information, service details, appointment windows, job types, and priorities.

• Maintain complete and accurate CRM documentation, including call notes, dispositions, and customer information.

• Respond promptly to digital inquiries and convert online leads into scheduled appointments whenever possible.

• Follow up consistently on unconverted leads.

• Follow all SOPs, quality standards, escalation procedures, and attendance expectations.

• Participate in coaching, training sessions, and continuous performance improvement initiatives.

• Support teammates during high call volumes and contribute to overall team success.

Required Experience and Qualifications:

• 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 convert inquiries into appointments.

• Strong organizational skills and attention to detail.

• Ability to multitask while working in a fast-paced environment.

• Experience working with CRM systems and maintaining accurate documentation.

• Comfortable following scripts, SOPs, and client-specific procedures.

• Ability to maintain professionalism under high call volumes.

• Reliable internet connection and suitable remote work environment (if applicable).

Preferred Skills:

• Experience in home services, scheduling, or dispatch operations.

• Knowledge of appointment booking and workforce scheduling processes.

• Experience handling digital leads and online customer inquiries.

• Ability to identify upselling or membership opportunities.

• Familiarity with quality assurance standards and KPI-driven environments.

Personality:

• Customer-focused and service-oriented.

• Sales-driven with strong persuasion skills.

• Detail-oriented and highly organized.

• Positive attitude with a strong sense of accountability.

• Able to remain calm under pressure.

• Adaptable and eager to learn.

• Team player with a proactive mindset.

• Results-driven with a strong sense of urgency.

Software & Tools:

• CRM software

• Call center phone systems

• Appointment scheduling and dispatching platforms

• Digital lead management systems

• Internal communication and collaboration tools

Schedule:

Full-time position.

9-hour shifts with a 30-minute unpaid lunch break.

5 working days per week with rotating days off.

Shifts scheduled between 7:00 AM and 11:00 PM EST.

Primary coverage needed for nighttime and weekend shifts.

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.