Contact Center Specialist . 1

## Description **Job Title: Contact Center Specialist** **Location:** Corporate-Carrollton Tx **Department:** Marketing **Job Summary** The Contact Center Specialist serves as the first point of contact for customers, delivering exceptional service with a strong sense of urgency and professionalism. This role is critical in converting inbound inquiries into scheduled jobs, supporting revenue growth, and ensuring a seamless customer experience across all service lines. The ideal candidate is customer-service driven, detail-oriented, and highly responsive in a fast-paced environment **Essential Job Duties and Responsibilities** - Answer inbound calls and respond to customer inquiries with professionalism, urgency, and accuracy - Convert inbound calls into booked appointments, ensuring all job details are captured and scheduled correctly - Identify and flag poor-quality or irrelevant leads for marketing review to improve channel performance - Conduct outbound follow-up with customers on unsold estimates, missed calls, and pending jobs - Accurately document all customer interactions in internal CRM systems (including Salesforce) - Maintain strong communication with operations teams to ensure scheduling aligns with capacity and customer expectations - Monitor and support customer satisfaction across all business lines, addressing concerns and escalating issues when necessary - Handle basic service questions, provide pricing guidance, and set clear expectations to improve close rates and reduce field friction - Maintain high call quality standards, including adherence to scripts, tone, and brand representation - Identify trends in customer feedback, missed opportunities, and recurring issues; communicate insights to leadership **Qualifications.** - High school diploma or equivalent required; associate or bachelor’s degree preferred - 1–3 years of experience in a call center, customer service, dispatch, or scheduling role - Experience in the home services industry (restoration, HVAC, plumbing, etc.) strongly preferred - Hands-on experience with Salesforce or similar CRM systems required - Strong communication skills with a professional and empathetic phone presence - Ability to multitask, prioritize, and remain calm under pressure - Detail-oriented with strong organizational skills **Core Competencies** - **C**ustomer-focused and service-sensitive mindset - Strong sales and conversion mindset with ability to turn calls into booked jobs - Problem-solving and critical-thinking skills - Ability to work with urgency in time-sensitive situations (especially emergency services) - Team-oriented with strong collaboration skills - Adaptability in a fast-paced, high-volume environment **Additional Information** This job description is not exhaustive, and employees may be assigned other related business duties by their immediate supervisor or other management as needed. FSG Restoration Services LLC retains the right to modify job duties and responsibilities, as necessary. This job description does not constitute a written or implied employment contract. FSG Restoration Services LLC is an Equal Opportunity Employer and takes pride in maintaining a diverse workforce. ## **What We Offer** - Competitive pay and performance-based incentives - Opportunities for growth and career advancement - Health, dental, and vision insurance - 401(k) with company match (if applicable) - Paid time off and company holidays - Ongoing training and development - Supportive team environment with strong leadership - Opportunity to be part of a fast-growing company in the home services/restoration industry