Call Center Representative

Frank-Gay-Services-1; Orlando (FL); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Weekly pay

Bonuses for top performers

Flexible schedules

401(k) with company match

Paid holidays

Paid time off after 90 days

Ongoing training and development

Job summary

Frank Gay Services in Orlando is seeking a dedicated Call Center Representative to be the first point of contact for customers seeking HVAC, plumbing, and electrical services. You will handle inbound and outbound calls, schedule appointments, gather service details, and ensure a positive customer experience.

You will work with Dispatch and field teams, maintain accurate records across multiple systems, and contribute to call center performance goals.

Qualifications

• Previous call center or scheduling experience preferred.
• Ability to multitask across multiple screens and systems.
• Excellent verbal communication and active listening.
• Proficient with CRM and scheduling software.

Responsibilities

• Answer inbound calls and schedule service appointments.
• Coordinate with dispatch and field teams.
• Make outbound calls to schedule maintenance.
• Maintain accurate records in company systems.

Skills

Call center experience

Multitasking

Verbal communication

Active listening

Problem solving

Detail oriented

CRM software

Scheduling software

Tools

CRM platforms

Scheduling software

Job description

Overview

AtFrank 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.

Why Join Us?

Because you can have it all:

• Stability in a recession-resistant, essential home services industry
• A family-oriented culture backed by a trusted and established brand
• Career growth opportunities within a growing organization
• A collaborative team environment that values your contributions
• Weekly performance-based bonus opportunities
• Comprehensive training and ongoing development

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 Do

Inbound Customer Support

• 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

Appointment Scheduling & Dispatch Support

• 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

Outbound Customer Outreach

• 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

Team Collaboration

• 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

What We're Looking For

Required Skills & Experience

• 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

Success in This Role Looks Like

• 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

Compensation & Benefits

• $18.00/hr plus weekly bonus opportunities
  • Top performers earn $200-$1,000+ per week in bonuses
• Weekly pay
• Flexible schedules available:
  • Day shifts
  • Mid-day shifts
  • Evening shifts
  • 4x10 schedules available

• PTO after 90 days
• Paid holidays and birthday pay
• Medical, dental, and vision insurance
• 401(k) with company match
• IRA options
• Paid life insurance
• Ongoing training and career development opportunities

Who You Are

• 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

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