Call Center Representative

Frank Gay Residential • Pine Castle, FL

4d

About The Position

At Frank Gay Services, Call Center Representatives are the first point of contact for customers seeking Plumbing, HVAC, and Electrical services. The role manages inbound and outbound customer communications, supports service teams, schedules appointments, and helps ensure customers receive prompt assistance and technicians have the information needed to provide service. It requires strong multitasking, attention to detail, and the ability to work across multiple systems while providing a professional, positive customer experience.

The position works closely with Dispatch, Customer Experience, Team Leads, Sales, and Operations. The company offers $18.00 per hour plus weekly performance-based bonus opportunities, with top performers earning $200–$1,000 or more per week in bonuses. Weekly pay, flexible schedules, training and development, and the benefits listed in the posting are also offered.

Requirements

• Previous call center, customer service, scheduling, or dispatch experience is preferred.
• Ability to multitask and 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 and handle a high volume of inbound and outbound calls.
• Strong attention to detail and organizational skills.
• Proficiency with computer systems, CRM platforms, and scheduling software.
• Customer-focused, solution-oriented, dependable, and comfortable balancing multiple priorities while maintaining accuracy.

Nice To Haves

• Previous call center, customer service, scheduling, or dispatch experience.
• Motivation to grow a career with a company that promotes from within.

Responsibilities

• 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.
• Coordinate service appointments with technicians and dispatch teams, including schedule changes, cancellations, and rescheduling requests.
• Book service calls according to company procedures and technician availability, and communicate schedule updates to customers and internal teams.
• Make outbound calls to schedule maintenance appointments, promote and explain maintenance membership plans, and follow up on unscheduled opportunities and customer requests.
• Support customer retention and customer experience initiatives.
• Work with Dispatch, Customer Experience, Team Leads, Sales, and Operations teams; assist with service inquiries and customer escalations.
• Maintain accurate records and notes in company systems.
• Contribute to department goals, call center performance metrics, and customer satisfaction initiatives.
• Follow the 509 Call System and customer service standards.

Benefits

• Weekly performance-based bonus opportunities; top performers earn $200–$1,000 or more per week in bonuses.
• Weekly pay.
• Flexible schedules, including day, mid-day, and evening shifts; 4x10 schedules are 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.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed