Call Center Representative

At 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.

• Answer incoming calls from customers seeking HVAC, Plumbing, and Electrical services
• Schedule service appointments accurately and efficiently
• Gather customer information and service details
• Resolve customer concerns or route calls to the appropriate department
• Provide exceptional customer service on every interaction

• Coordinate service appointments with technicians and dispatch teams
• Manage scheduling changes, cancellations, and rescheduling requests
• Ensure service calls are booked according to company procedures and technician availability
• Communicate schedule updates to customers and internal teams

• Make outbound calls to customers to schedule maintenance appointments
• Promote and educate customers on maintenance membership plans
• Follow up on unscheduled opportunities and customer requests
• Support retention and customer experience initiatives

• Work closely with Dispatch, Customer Experience, Team Leads, Sales, and Operations teams
• Assist with service-related inquiries and customer escalations
• Maintain accurate records and notes within company systems
• Contribute to department goals, call center performance metrics, and customer satisfaction initiatives

• Previous call center, customer service, scheduling, or dispatch experience preferred
• Strong multitasking skills with the ability to manage multiple screens and software applications simultaneously
• Excellent verbal communication and active listening skills
• Strong problem-solving and critical-thinking abilities
• Ability to remain calm and professional in a fast-paced environment
• Comfortable handling a high volume of inbound and outbound calls
• Strong attention to detail and organizational skills
• Proficiency using computer systems, CRM platforms, and scheduling software

• Providing a positive customer experience on every call
• Accurately scheduling appointments and entering customer information
• Working efficiently across multiple systems and applications
• Meeting booking, call quality, and performance goals
• Supporting teammates and collaborating across departments
• Following our 509 Call System and customer service standards

• Customer-focused and solution-oriented
• A confident communicator who enjoys helping people
• Organized, detail-oriented, and dependable
• Comfortable working in a fast-paced call center environment
• Able to balance multiple priorities while maintaining accuracy
• Motivated to grow your career with a company that promotes from within

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.

Every call is an opportunity to make a difference for our customers, our technicians, and our company.