Customer Service Representative – Call Center Agent

About the role

We are seeking a results‑driven Call Center Agent to join a fast‑growing outsourcing team that supports home‑service contractors. The role involves handling inbound and outbound calls, scheduling and dispatching service appointments, and converting inquiries into booked jobs while maintaining high customer‑service standards.

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 additional services.
• Use a consultative sales approach to guide customers toward booking appointments.
• Verify customer information, service details and appointment windows before dispatch.
• Maintain accurate CRM records, including call notes, dispositions and customer data.
• Respond to digital inquiries and convert online leads into scheduled appointments.
• Adhere to SOPs, quality standards, escalation procedures and attendance expectations.

Required profile

• Previous experience in a call centre, customer service, appointment setting or dispatching.
• Strong verbal and written English communication skills.
• Excellent active‑listening and customer‑service abilities.
• Sales‑oriented mindset with the ability to convert inquiries into appointments.
• High level of organization and attention to detail.

Required skills

• CRM usage and documentation.