Job Description

Call Center Agent

The Call Center Agent is responsible for professionally handling inbound and outbound calls, accurately booking and dispatching jobs, maintaining CRM accuracy, and managing digital leads in accordance with defined SOPs and client playbooks.

This role also requires a strong sales mindset , with a focus on converting inquiries into booked appointments, maximizing revenue opportunities, and protecting every call as a potential booking.

This role directly impacts SLA performance, client satisfaction, booking conversion rates , and overall revenue generation. Agents are expected to operate with urgency, accuracy, accountability, and a results-driven, sales-oriented approach .

The Call Center Agent owns not only accurate call handling and booking execution, but also maximizing every inbound opportunity into revenue through effective sales execution.

Who We Are

Our mission is to help small business owners in the home service trades to understand and know their financials and bookkeeping is being managed and maintained with the highest standards. Our staff has a high degree of experience in the electrical, plumbing, HVAC, and other home service industries--and offer their knowledge to help increase our client's understanding of their business performance. In the industry, we are known for our professionalism and knowledge of scheduling software and accounting integrations. Our clients are good at what they do, knowing their trades inside and out--and we let them focus on that by doing the rest for them!

Location: Must live in Alabama, Arizona, Florida, Georgia, Michigan, Mississippi, Nevada, North Carolina, South Carolina, South Dakota, Tennessee, Texas, Virginia

Responsibilities

• Answer all incoming calls or online inquiries, as the initial point of contact 
• Using a company-prepared script, answer our customers’ questions and guide them to the best service-solution for their home
• Provide a sense of calm and exhibit empathy for customers, so they feel comfortable
• Conduct service-related, follow-up calls to check in on past customers and assess their current needs
• Help the field team by taking detailed notes from customer calls and entering them into our system
• Contribute to our company’s culture by being upbeat and hard-working

Equipment Requirement (Not Provided by Company)

• Intel Core i5 4400 (i7 4770 Recommended) or

• AMD Ryzen 5 7600 (Ryzen 7 7700 Recommended) or

• M1 (Apple)

• 2.1 GHz Clock Speed Minimum

• 8GB minimum, 16GB Recommended

• 2 15" monitors

• Internet Wired directly from Router to Computer, No Wi-Fi connection

• Minimum Upload speed: 10 Mbps

• Minimum Download speed: 50 Mbps

• Noise cancelling headset with microphone

Requirements

• High School Diploma/GED is required
• Self-starter, reliable, flexibility with hours
• High level of accuracy and efficiency
• Exceptional verbal and written communication skills
• Courteous, professional manner, strong customer service skills
• Computer literacy and strong typing skills (30+ WPM),experience with Microsoft Office
• Excellent multitasking and follow-up skills, with high attention to detail
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Any experience with ServiceTitan, FieldEdge, Housecall Pro, or other scheduling software would be a plus! HVAC, plumbing, or electrical home service customer service or dispatch experience would also be helpful but is not required.

Work Schedule

• This entry-level work-from-home job works a flexible schedule depending on business needs.

Benefits

• Competitive salary - starting at $19/hour

• Medical Benefits -available after 90 days!
• Retirement Savings Plan
• Vacation Pay
• Paid training
• Incentive programs
• Advancement Opportunities

We are an equal opportunity employer

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