Call Center Representative

Call Center Representative

About Us

At Impact Home Services, Precision Door Service, our business is centered on service and we're passionate about what we do. Each day, homeowners across America choose Precision to service their garage doors. Whether our customers need maintenance or installation, Precision is here to help.

Position Overview:

As a Call Center Representative, you will be the first point of contact for customers, providing exceptional service over the phone by assisting with service requests, scheduling appointments, and answering inquiries about our products and services.

You’ll play a critical role in delivering a positive customer experience while supporting our service technicians, installers, and sales team. This position requires strong communication skills, a professional phone presence, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities:

• Take outbound and inbound calls to & from customers to provide assistance with service requests, product inquiries, and general questions.
• Schedule service appointments by coordinating with field technicians and dispatchers.
• Explain services, pricing, warranties, and maintenance options to customers, guiding them toward the right solutions for their needs.
• Troubleshoot basic garage door issues over the phone when appropriate and escalate when needed.
• Follow up with customers regarding appointment reminders, service confirmations, quotes, and satisfaction checks.
• Process payments and billing inquiries, and assist customers with understanding invoices or service agreements.
• Collaborate with service technicians, sales teams, and management to ensure a smooth customer experience from call to job completion.
• Stay informed on company products, promotions, and industry trends to provide accurate and up-to-date information.

Requirements:

• Minimum 1 year work experience in a call center role, preferably in a service oriented business
• Excellent written and verbal communication skills
• High school diploma or equivalent
• Strong customer service skills and the ability to communicate effectively with clients
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and comfortable with scheduling software and CRM systems.
• Ability to think critically and resolve issues efficiently
• Ability to work independently and as part of a team
• Valid driver's license and reliable transportation
• Availability to work flexible hours, including evenings and weekends as needed

Compensation and Benefits:

• Pay starting at $21.00 per hour
• Health Insurance: Medical, Dental and Vision
• Company Paid Life and AD&D Insurance
• Short and Long Term Disability Insurance
• 401(k) Retirement Savings Plan and Company Match (50% of elective deferral up to 4%)
• Paid sick, vacation and holiday

The Company is committed to providing a nondiscriminatory employment environment for its employees.

The policy of the Company is to fully comply with applicable federal, state, and local laws, rules, and regulations in the area of nondiscrimination in employment. Discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), sexual orientation, national origin, disability, age (40 years or older), genetic information, military, and veteran status is prohibited. Violations of this policy will be subject to discipline, up to and including termination.