Call Center Agent

The Call Center Agent is responsible for professionally handling inbound and outbound calls, accurately booking and dispatching jobs, maintaining CRM accuracy, and managing digital leads in accordance with defined SOPs and client playbooks.
This role also requires a strong sales mindset, with a focus on converting inquiries into booked appointments, maximizing revenue opportunities, and protecting every call as a potential booking.
This role directly impacts SLA performance, client satisfaction, booking conversion rates, and overall revenue generation. Agents are expected to operate with urgency, accuracy, accountability, and a results-driven, sales-oriented approach.
The Call Center Agent owns not only accurate call handling and booking execution, but also maximizing every inbound opportunity into revenue through effective sales execution.

Who We Are
Our mission is to help small business owners in the home service trades to understand and know their financials and bookkeeping is being managed and maintained with the highest standards. Our staff has a high degree of experience in the electrical, plumbing, HVAC, and other home service industries--and offer their knowledge to help increase our client's understanding of their business performance. In the industry, we are known for our professionalism and knowledge of scheduling software and accounting integrations. Our clients are good at what they do, knowing their trades inside and out--and we let them focus on that by doing the rest for them!

Location: Must live in Alabama, Arizona, Florida, Georgia, Michigan, Mississippi, Nevada, North Carolina, South Carolina, South Dakota, Tennessee, Texas, Virginia

What We Offer:

Competitive salary - starting at $19/hour
Equipment stipend of $100/month
Medical Benefits -available after 90 days!
Retirement Savings Plan
Vacation Pay
Paid training
Advancement Opportunities

Responsibilities:

Answer all incoming calls or online inquiries, as the initial point of contact
Using a company-prepared script, answer our customers’ questions and guide them to the best service-solution for their home
Provide a sense of calm and exhibit empathy for customers, so they feel comfortable
Conduct service-related, follow-up calls to check in on past customers and assess their current needs
Help the field team by taking detailed notes from customer calls and entering them into our system
Contribute to our company’s culture by being upbeat and hard-working

Requirements:

High School Diploma/GED is required
Self-starter, reliable, flexibility with hours
High level of accuracy and efficiency
Exceptional verbal and written communication skills
Courteous, professional manner, strong customer service skills
Computer literacy and strong typing skills (30+ WPM),experience with Microsoft Office
Excellent multitasking and follow-up skills, with high attention to detail
Excellent interpersonal communication skills on a professional and technical level
Able to work both independently and as part of a team
Any experience with ServiceTitan, FieldEdge, Housecall Pro, or other scheduling software would be a plus! HVAC, plumbing, or electrical home service customer service or dispatch experience would also be helpful but is not required.

Work Schedule:

This entry-level work-from-home job works a flexible schedule depending on business needs.

We are an equal opportunity employer

About the company

Contractor In Charge provides comprehensive back-office and front-office support for HVAC, plumbing, and electrical businesses. It combines accounting and financial management with service operations support to run a service business more smoothly. Its offerings include full-service bookkeeping, financial advisory, 24/7 live US-based call answering, and direct scheduling integrated into the client's software, plus scalable rollover services for peak times. The company uses a mix of automation and human expertise and is Service Titan certified. It differentiates itself by focusing on industry specialization, complete financial control, and hands-on client care, aiming to increase profitability and booked jobs for its clients. The goal is to help home-service companies grow revenue, reduce waste, improve cash flow, and stay profitable by ensuring every call, every dollar, and every decision works toward business growth.

Company Size

11-50

Company Stage

N/A

Total Funding

N/A

Headquarters

Tampa, Florida

Founded

2014

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Simplify's Take

What believers are saying

CIC's August 2026 site touts 90% booking rates and AI lead management.
Home-service software buyers keep adopting AI automation, validating CIC's operational pitch.
The July 2024 Ripley PR partnership supports brand expansion and demand generation.

What critics are saying

Housecall Pro launched AI trade packages on July 15, 2026, bundling CIC-adjacent features.
ServiceTitan Max, expanded January 2026, pulls intake, dispatch, and analytics into one platform.
If platforms absorb bookkeeping and booking, CIC becomes a replaceable services layer by 2027.

What makes Contractor In Charge unique

Contractor In Charge bundles 24/7 booking, AI lead management, bookkeeping, and CFO support.
It sells directly into HVAC, plumbing, and electrical operators using one vendor relationship.
Its QuickBooks Online ProAdvisor status and OnePath integration tighten finance-to-booking workflows.

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Benefits

Health Insurance

Home Office Stipend

Flexible Work Hours

Remote Work Options

Paid Vacation

Training Programs

Company News

PR Newswire

Jul 2nd, 2024

Contractor In Charge Names Ripley Pr Agency Of Record

The leading provider of customer engagement solutions for the home service industry partners with skilled trades public relations experts to grow brandKNOXVILLE, Tenn., July 2, 2024 /PRNewswire/ -- Contractor in Charge, the top provider of start-to-finish 24-7 customer engagement, appointment booking, full-service bookkeeping and controller services for home service contractors, has selected Ripley PR, a global firm specializing in home services public relations, as its agency of record.Contractor in Charge, the top provider of start-to-finish 24-7 customer engagement, appointment booking, full-service bookkeeping and controller services for home service contractors, has selected Ripley PR as its agency of record."The team at Contractor in Charge share our vision to help the hard-working men and women who are on the front lines of the home service industry," said Heather Ripley, founder and CEO of Ripley PR. "We recognize the very real impact their services can have for business owners. We're proud to work with them to empower contractors and their teams work more effectively and profitably."With trained industry-experienced employees and integration with a full range of cutting-edge technology platforms, Contractor in Charge allows business owners to cut costs while maintaining the same quality of service."I've known Heather for many years, and she and the Ripley PR team have a proven record of helping businesses in the home services sector grow into industry leaders," said Lynn Wise, CEO of Contractor in Charge. "They have the specialized skill to support their clients' success, and they have demonstrated unmatched expertise and knowledge of our field. We were looking for a true partner to help build the Contractor in Charge brand, and there was no question that Ripley PR was the agency for the job."Contractor in Charge helps home service contractors grow by providing comprehensive customer engagement services, including live, 24-7 industry-trained customer engagement and call booking, monthly P&Ls and budgets, cash flow and planning, outbound appointment setting, administrative office tasks, dispatch, custom greeting, call screening and more.For more information, visit https://contractorincharge.com/ .Ripley PR was founded in 2013 with a focus on home services and franchising. The agency, which was named one of America's Top PR Agencies for 2024 by Newsweek and has made Entrepreneur Magazine's annual list of Best PR Agencies for Franchises for six consecutive years, offers strategic communications for its clients, including crisis management, media relations and social media strategies

Contractor In Charge

Customer Service Representative

About the job