Customer Service Representative – Call Center

About the role

We are seeking a results‑driven Customer Service Representative to join a growing operations team that supports home‑service contractors such as plumbers, electricians, and HVAC professionals. In this position you will handle inbound and outbound calls, schedule and dispatch service appointments, and convert inquiries into booked jobs while following established playbooks.

Key responsibilities

• Answer inbound and make outbound customer calls professionally.
• Follow approved call flows, scripts, and client playbooks.
• Assist customers with service inquiries, appointment scheduling, rescheduling, and escalations.
• Conduct follow‑up calls, missed‑call recovery, and promote membership opportunities when applicable.
• 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 promptly 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 continuous performance improvement initiatives.

Required profile

• Previous experience in a call‑center, customer service, appointment setting, dispatching, or similar 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.

Required skills

• CRM usage