Job Description
Job Description
Job Title: Call Center Operations Representative
Location: St. Louis, MO
Type of Role: Full-time, On-site
ABOUT VECTOR:
We are a Service-Disabled Veteran Owned Business (SDVOB) and are dedicated to connecting diverse talent with meaningful career opportunities across the United States.
We have teamed up with one of the largest outside electrical contractors delivering electric infrastructure services to utility, industrial, commercial, governmental, renewable, energy storage, and EV charging customers in need of Call Center Operations Representative in the St. Louis, MO area.
If you enjoy helping customers, coordinating logistics, and working in a structured operations environment, we encourage you to apply to become part of the Meter Exchange Program team.
This Position:
The Call Center Operations Representative plays a critical role in supporting the Meter Exchange Program by serving as the primary point of contact for customers needing to schedule or reschedule meter exchange appointments. This position is responsible for handling inbound and outbound customer calls, coordinating meter change-out visits with Meter Exchange Technicians, and ensuring accurate scheduling while adhering to program guidelines and blackout date restrictions.
This role requires strong customer service skills, attention to detail, and the ability to work efficiently across scheduling systems and technician communication channels.
Position Responsibilities:
- Field inbound and transfer customer calls related to the Meter Exchange Program.
- Contact customers who missed their initial meter exchange appointment to reschedule service.
- Provide clear, professional communication regarding next steps, appointment availability, and program expectations.
- Schedule meter change-out appointments with Meter Exchange Technicians based on customer availability and technician routes.
- Confirm service location details and verify customer information prior to dispatching appointments.
- Ensure appointments are scheduled in compliance with all blackout dates and restricted service periods.
- Review customer records and program systems for updates, service notes, or issues that may impact technician visits.
- Identify discrepancies in customer data, access concerns, or special instructions and communicate them to field technicians.
- Escalate service-related concerns appropriately to operations leadership when needed.
- Maintain accurate documentation of customer interactions, appointment changes, and technician notifications.
- Follow established call center protocols, customer privacy standards, and program requirements.
- Support operational workflow by ensuring schedules remain current and accurate.
- Other administrative duties as assigned.
Qualifications:
- High school diploma or GED required.
- 1+ year of experience in a call center, customer service, dispatch, or scheduling role.
- Strong verbal and written communication skills.
- Ability to navigate multiple computer systems and accurately enter customer information.
- High attention to detail and ability to manage scheduling logistics efficiently.
Preferred Qualifications:
- Experience supporting utility programs, field service operations, or technician dispatch environments.
- Familiarity with scheduling platforms, CRM systems, or customer service databases.
- Ability to remain calm and professional when handling customer concerns or high call volumes.
Knowledge, Skills, and Abilities:
- Ability to work in a structured, fast-paced call center environment while maintaining high service standards.
- Ability to communicate clearly and interact professionally with customers, technicians, and program stakeholders.
- Ability to document customer interactions and scheduling updates accurately in computer-based systems.
- Ability to think critically, resolve scheduling conflicts/appointment challenges, and ensure smooth coordination between customers and field teams.
- Ability to support a vital utility modernization initiative by ensuring customers complete meter exchange appointments efficiently and successfully.
- Strong time management skills to meet daily call and scheduling performance expectations.
- Understanding of customer service principles and call center best practices.
- Familiarity with scheduling processes, appointment coordination, and operational workflows.
- Knowledge of utility service programs and the importance of field-service support in modernization initiatives.
- Awareness of documentation standards and computer-based customer tracking systems.
- Excellent organizational and scheduling skills with attention to detail and accuracy.
- Proficiency in multitasking, managing high call volumes, and maintaining productivity in a fast-paced environment.
Physical Demands
- Ability to sit at a desk and work on a computer for extended periods of time throughout the workday.
- Frequent use of hands and fingers to operate a computer keyboard, mouse, and telephone equipment.
- Ability to speak clearly and hear effectively while communicating with customers and team members via phone or headset.
- Ability to maintain focus and attention in a fast-paced call center environment with continuous phone interaction.
- Occasional standing, walking, bending, or reaching as needed within the workspace.
- Ability to lift and/or move office materials or equipment up to 25 pounds on an occasional basis (such as files, boxes of supplies, or small office equipment).
- Ability to work in a seated position while multitasking across multiple computer systems and screens.
- Ability to perform repetitive motions, including typing and data entry, for prolonged periods.
Salary:
- Up to $22.00 per hour (based on experience)
Compensation Package Includes:
- Weekly pay periods
- Paid time off
- Medical benefits
- Retirement benefits
This position is subject to the Federal Department of Transportation (DOT) drug & alcohol testing regulations as outlined in 49 CFR Part 382 and/or 49 CFR Part 199.
Equal Opportunity Employer: Vector Talent Solutions is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and experiences.
Reasonable Accommodation: At Vector Talent Solutions, we welcome people of all abilities and want to ensure that all applicants have the opportunity to apply. If you require reasonable accommodation to complete the application process, please contact info@vectortalentsolutions.com.