Call Center Representative

Call Center RepresentativeAt Frank Gay Services, our Call Center Representatives are the first point of contact for customers seeking Plumbing, HVAC, and Electrical services. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping customers, and can confidently manage multiple tasks, systems, and conversations at once.If you're a strong communicator who can think on your feet, navigate multiple screens and software programs, and deliver exceptional customer service, we want to hear from you.As a Call Center Representative, you'll manage both inbound and outbound customer communications while supporting our HVAC, Plumbing, and Electrical service teams.You'll play a critical role in ensuring customers receive prompt assistance, appointments are scheduled efficiently, and technicians have the information needed to provide outstanding service.This position requires strong multitasking abilities, attention to detail, and comfort working across multiple systems simultaneously while maintaining a professional and positive customer experience.What You'll DoInbound Customer SupportAnswer incoming calls from customers seeking HVAC, Plumbing, and Electrical servicesSchedule service appointments accurately and efficientlyGather customer information and service detailsResolve customer concerns or route calls to the appropriate departmentProvide exceptional customer service on every interactionAppointment Scheduling & Dispatch SupportCoordinate service appointments with technicians and dispatch teamsManage scheduling changes, cancellations, and rescheduling requestsEnsure service calls are booked according to company procedures and technician availabilityCommunicate schedule updates to customers and internal teamsOutbound Customer OutreachMake outbound calls to customers to schedule maintenance appointmentsPromote and educate customers on maintenance membership plansFollow up on unscheduled opportunities and customer requestsSupport retention and customer experience initiativesTeam CollaborationWork closely with Dispatch, Customer Experience, Team Leads, Sales, and Operations teamsAssist with service-related inquiries and customer escalationsMaintain accurate records and notes within company systemsContribute to department goals, call center performance metrics, and customer satisfaction initiativesWhat We're Looking ForRequired Skills & ExperiencePrevious call center, customer service, scheduling, or dispatch experience preferredStrong multitasking skills with the ability to manage multiple screens and software applications simultaneouslyExcellent verbal communication and active listening skillsStrong problem-solving and critical-thinking abilitiesAbility to remain calm and professional in a fast-paced environmentComfortable handling a high volume of inbound and outbound callsStrong attention to detail and organizational skillsProficiency using computer systems, CRM platforms, and scheduling softwareSuccess in This Role Looks LikeProviding a positive customer experience on every callAccurately scheduling appointments and entering customer informationWorking efficiently across multiple systems and applicationsMeeting booking, call quality, and performance goalsSupporting teammates and collaborating across departmentsFollowing our 509 Call System and customer service standardsCompensation & Benefits$18.00/hr plus weekly bonus opportunitiesTop performers earn $200-$1,000+ per week in bonusesWeekly payFlexible schedules available:Day shiftsMid-day shiftsEvening shifts4x10 schedules availablePTO after 90 daysPaid holidays and birthday payMedical, dental, and vision insurance401(k) with company matchIRA optionsPaid life insuranceOngoing training and career development opportunitiesWho You AreCustomer-focused and solution-orientedA confident communicator who enjoys helping peopleOrganized, detail-oriented, and dependableComfortable working in a fast-paced call center environmentAble to balance multiple priorities while maintaining accuracyMotivated to grow your career with a company that promotes from withinReady to Join the Team?If you're looking for more than just another call center job and want to build a career with one of Central Florida's leading home service companies, we'd love to meet you.Apply today and become part of the Frank Gay Services team! Every call is an opportunity to make a difference for our customers, our technicians, and our company.