The Tier 2 Call Taker plays a critical role in managing escalated customer inquiries, troubleshooting service-related issues, and assisting with appointment scheduling for home services. This role requires excellent communication, problem-solving, and organizational skills to ensure customer satisfaction and operational efficiency.

Escalated Call Handling

• Manage complex customer inquiries and resolve escalated issues from Tier 1 agents.
• Provide advanced troubleshooting for home service concerns and scheduling conflicts.
• De-escalate situations and offer effective solutions to ensure customer retention.

Appointment Setting & Scheduling

• Assist customers in scheduling, rescheduling, or canceling appointments based on availability.
• Work closely with dispatch teams to optimize technician schedules and minimize downtime.
• Verify customer details, service requirements, and technician availability to ensure smooth service delivery.

Support & Coordination

• Guide Tier 1 agents by providing insights, solutions, and best practices for handling customer concerns.
• Coordinate with field technicians and service teams to resolve scheduling or service issues.
• Document all customer interactions and updates in the CRM system accurately.

Quality Assurance & Process Improvement

• Identify recurring issues and provide feedback to improve service efficiency.
• Ensure all communications align with company policies and customer service standards.
• Participate in ongoing training sessions to stay updated on service offerings and process changes.

• Job Title: Call Center Representative
• Educational Qualifications: Bachelor's degree required.
• Experience Level: Less than 1 year of experience preferred.
• Skills and Competencies: Proficient in call center operations, strong interpersonal skills, problem-solving capabilities, and familiarity with appointment setting.
• Responsibilities and Duties: Answer customer inquiries, resolve issues, and manage appointment scheduling.
• Working Conditions: Primarily office-based; may require evening or weekend shifts.

Qualities and Traits:

• Strong work ethic, excellent communication skills, and a customer-focused mindset.Qualifications & Skills:
• At least [6] months/years of experience in a call center or customer service role, preferably in the home service industry.
• Strong problem-solving and critical-thinking abilities.
• Experience in appointment setting, scheduling, or dispatching is a plus.
• Excellent verbal and written communication skills.
• Ability to handle difficult customers and de-escalate situations effectively.
• Familiarity with CRM software, scheduling tools, or dispatch systems is preferred.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Flexibility to work shifts, including weekends and holidays, as needed.

Preferred Qualifications:

• Knowledge of home service industries (e.g., HVAC, plumbing, electrical, cleaning, pest control).
• Experience using tools like Housecall Pro, ServiceTitan, or similar scheduling software.