Inbound Call Agent

Your core focus is delivering accurate information, recommending appropriate solutions, and securing bookings — all while maintaining a consistently warm and customer-first approach. A background in locksmith services, sales, and experience in reactive service environments is strongly preferred.

Key Responsibilities:

• Answer all inbound calls related to locksmith services, providing accurate and timely information to each customer
• Convert service inquiries into confirmed bookings by recommending appropriate solutions and scheduling service appointments
• Use CRM tools to log all interactions, capture customer information, and track lead statuses accurately
• Follow established call-handling protocols and apply locksmith-specific service terminology throughout each conversation
• Manage job orders including pricing confirmation, appointment scheduling, and coordinating technician dispatch
• Communicate professionally and empathetically in every interaction to ensure a consistently positive customer experience
• Collaborate with the dispatch team and internal departments to resolve issues and ensure timely service delivery
• Handle all customer queries within required timeframes in full compliance with established service level agreements

Mandatory Skills:

• Minimum 2 years of experience in dispatch or locksmith services
• Demonstrated experience working in a reactive environment responding to urgent, time-sensitive service requests
• Clear, articulate spoken English with a neutral accent
• Proven sales experience, particularly in converting inbound inquiries into confirmed job bookings
• Strong communication and negotiation skills, including the ability to identify upselling opportunities where appropriate
• Familiarity with CRM platforms and call management software
• Able to remain composed and efficient in a high-volume inbound call environment
• Fast and reliable internet connection with a quiet, distraction-free home workspace
• Strong attention to detail with the ability to follow structured call processes consistently

Preferred Skills:

• Prior experience in a call center, dispatch, or customer support role
• Familiarity with lead tracking or ticketing systems
• Ability to absorb and apply new technical or service-related terminology quickly
• Experience working remotely with minimal supervision
• Familiarity with tools such as Syncro or custom CRM platforms (a plus, not required)

With warm inbound leads only and no cold calling, you can focus your energy on converting service inquiries into booked jobs and delivering an outstanding customer experience.