Job Title: Inbound Call Center Representative

Location: Houston, TX

Compensation: $20-$30/hour + performance bonus



Position Summary

We are seeking a reliable and customer-focused Inbound Call Center Representative to join our team in the automotive industry. In this role, you will handle a high volume of inbound calls, averaging 100 to 150 calls per day, while delivering excellent customer service and following company call scripts and processes. The primary focus of this role is setting appointments for customers, while also supporting internal call routing needs such as transfers for updates, escalated calls, and sales-related processes. Our team supports customers in Texas as well as other states across the United States, so professionalism, flexibility, and strong communication are essential. This position follows a five-day work schedule, with hours that may vary between weekdays and weekends based on business needs.

Key Responsibilities

• Answer and manage 100 to 150 inbound calls per day in a professional and efficient manner
• Arrive to work on time and ready to perform each scheduled shift
• Follow the company’s approved call script and call-handling procedures
• Deliver top-notch customer service and create a positive customer experience on every call
• Set appointments for customers accurately and efficiently as the main function of the role
• Assist customers calling from Texas and other states within the United States with professionalism and consistency
• Work closely with internal teams to transfer calls appropriately for service updates, escalated customer concerns, and sales-related processes
• Communicate clearly, professionally, and confidently with customers and team members
• Accurately document customer interactions and follow required processes in company systems
• Use Tekmetric CRM and RingCentral phone system to manage customer communications and workflow
• Maintain focus and productivity in a fast-paced, high-call-volume environment
• Adapt to schedule changes, including different weekend and weekday hours as needed
• Remain consistent in quality, professionalism, and script compliance throughout the workday

Qualifications

• Previous call center experience preferred, or relevant automotive industry experience
• Sales background is a plus
• Comfortable sitting at a desk and working on a computer and phone for 8+ hours per day
• Strong basic computer and technology skills
• Ability to multitask and remain organized in a high-call-volume environment
• Excellent communication and customer service skills
• Dependable, punctual, and able to follow processes closely
• Familiarity with AI tools or general AI concepts is a plus
• Experience with or familiarity using Tekmetric CRM and RingCentral is a plus
• Ability to learn new systems, scripts, and procedures quickly

Preferred Skills

• Professional phone presence and active listening skills
• Strong attention to detail
• Ability to remain calm and courteous under pressure
• Team-oriented attitude with a strong work ethic
• Strong appointment-setting and customer-handling skills
• Ability to identify when calls should be escalated or transferred appropriately
• Understanding of customer service expectations within the automotive service industry

Schedule Expectations

• Five-day work week
• Schedule may include weekday and weekend shifts
• Weekend hours may differ from weekday hours based on operational needs