Call Center Representative

About the role

Join Service Minds as a Customer Care Consultant in Bradenton, FL, supporting trusted home-service brands: Mister Sparky Electric, Benjamin Franklin Plumbing, and One Hour Heating & Air Conditioning. You’ll be the first point of contact for customers, listening to their needs, building trust, and converting opportunities into scheduled service appointments. This is a performance-driven role where your communication skills and customer service directly impact your earnings.

Responsibilities

• Answer inbound customer calls professionally and efficiently
• Listen carefully to understand each customer's needs
• Build rapport and trust with customers over the phone
• Schedule service appointments for Electrical, Plumbing, and HVAC teams
• Convert incoming customer opportunities into booked appointments
• Clearly communicate available services, scheduling options, and next steps
• Ask appropriate questions to gather accurate information about service needs
• Handle customer questions and concerns with empathy and professionalism
• Help overcome customer objections or hesitation when appropriate
• Identify opportunities to retain customers considering canceling or not booking
• Accurately enter customer information, service needs, and appointment details into company systems
• Manage multiple systems and tasks while actively communicating with customers
• Respond to customer communications through phone, email, chat, or other channels as assigned
• Follow established call procedures and customer service standards
• Meet individual and team performance expectations
• Collaborate with Dispatch, Branch Operations, technicians, and other team members to support the customer experience
• Represent Service Minds and our brands with professionalism, empathy, positivity, and integrity

Requirements

• Previous call center, customer service, inside sales, appointment-setting, or similar experience
• Strong verbal communication skills
• Confidence speaking with customers over the phone throughout the workday
• Ability to build rapport quickly and create a positive customer experience
• Comfort asking questions and guiding conversations toward a solution
• Comfort working toward booking, conversion, and performance goals
• Ability to professionally handle objections and challenging customer conversations
• Strong active-listening skills
• Ability to remain calm and solution-focused when customers are frustrated
• Strong computer skills and ability to learn new software
• Ability to navigate multiple computer systems while speaking with customers
• Accurate data-entry and documentation skills
• Strong attention to detail
• Ability to work effectively in a fast-paced, high-volume environment
• Dependability and consistent attendance
• Positive, team-oriented approach
• Motivation to receive coaching, improve performance, and continue developing
• High school diploma or GED
• Bilingual skills are a plus

Pay

Starting pay: $17/hour. Up to $18/hour for qualifying bilingual team members. Uncapped commission opportunities with top performers earning $27+ per hour.

Benefits

• Multiple medical plan options
• Health Savings Account (HSA) options
• Dental and Vision insurance
• Life Insurance
• Short-Term and Long-Term Disability
• Paid Time Off (PTO)
• Paid holidays
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• 401(k) with employer match
• Additional voluntary benefit options
• Employee discounts across Service Minds brands
• Comprehensive training program
• Ongoing coaching and professional development
• Performance recognition and incentives
• Career advancement opportunities within Customer Care, Dispatch, Operations, and other areas
• Supportive team environment focused on growth, performance, and success

What Success Looks Like

Our most successful Customer Care Consultants understand that every customer interaction matters. They listen first, ask the right questions, and communicate clearly to make customers feel confident they’ve called the right company. Success isn’t just about answering calls—it’s about delivering an exceptional experience while helping customers schedule the service they need. Strong performers are positive, dependable, coachable, organized, and motivated to improve. They learn from feedback, track their performance metrics, and seek opportunities to grow.

Career Growth

A Customer Care Consultant position can be the start of a larger career with Service Minds. As you develop your skills and demonstrate strong performance, opportunities may open in Customer Care, Dispatch, Training, Leadership, Branch Operations, and other areas of our growing organization. We invest in training, coaching, and development to help great employees continue advancing with us.