Job Description

Appointment Center Representative

Lawson Home Services is seeking a highly motivated, positive, and customer-focused individual to join our Appointment Center team. In this role, you will be the voice of the company, guiding customers through the first steps of their relationship with Lawson Home Services.

If you thrive in a fast-paced office environment, enjoy helping people, and are comfortable balancing customer service with scheduling and outbound calls, we'd like to hear from you.

Work Environment

• Casual office environment
• Neat, casual dress code
• Respectful, locally owned company culture

Position Overview

As a successful Appointment Center Representative, you are tactful, empathetic, and highly organized. You understand that home repairs and improvements can be stressful for homeowners, and you know how to provide reassurance while gathering accurate information.

You are dependable, punctual, results-driven, and able to manage multiple tasks efficiently. You're a strong communicator who values active listening, attention to detail, and exceptional customer care.

Key Responsibilities

• Professionally and cheerfully answer inbound phone calls
• Schedule sales appointments efficiently to minimize technician drive time across Delaware and Maryland's Eastern Shore
• Make outbound calls to homeowners for:
  • Appointment scheduling
  • Annual maintenance reminders
  • Follow-up communication
  • Rebooking and rescheduling opportunities
• Enter customer information accurately into company software systems
• Handle customer concerns professionally and escalate when needed
• Follow company call scripts and procedures to ensure a consistent customer experience
• Coordinate scheduling with internal teams
• Maintain accurate notes and records in customer databases
• Work across multiple computer screens and software systems simultaneously

Qualifications

Required

• Prior office experience
• Strong customer service skills
• Excellent verbal communication skills
• Strong organizational and time management skills
• High attention to detail and accuracy
• Strong computer proficiency
• Comfortable using multiple monitors and software systems
• Ability to multitask in a fast-paced environment
• Reliable attendance and punctuality

Preferred

• 2+ years customer service experience
• 1+ year route scheduling experience
• 1+ year inside sales experience
• Experience with CRM or scheduling software
• Experience using:
  • Microsoft Excel
  • Microsoft Word
  • Database software
  • Multi-line phone systems

Skills & Characteristics

• Excellent communicator
• Diplomacy and tact
• Customer-focused mindset
• Organized and detail-oriented
• Positive, optimistic attitude
• Willingness to learn
• Integrity
• Self-motivated
• Strong active listening skills

Compensation & Benefits

• Starting pay from $18.00 per hour
• Weekly performance bonuses
• Paid on-the-job training
• Steady part-time work (not seasonal)
• Weekly pay
• Supportive local team environment

Position Details

• Job Type: Full-Time
• Hours: 40 hours per week
• Work Location: In person
• Compensation: Starting at $18.00/hour + weekly bonuses

Hiring Requirements

• Employment is contingent upon: background check
• Pre-employment drug screening

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