CSR with strong outbound experience

The Role
The primary focus is to book the call and do whatever is necessary to promote customer satisfaction
while supporting the field. Can be left alone in the office with dispatch responsibilities occasionally if
needed, strong outside sales, adheres to employee handbook policies, shows desire for leadership,
resolves difficult customer service issues, meets advanced call booking goals, responds to Yelp,
Angies, Home Advisor, Noritz Procard requests, follow-ups, and can train entry-level CSR. The CSRs
will also correspond with the field regarding customer service and the dispatcher (see dispatcher job
description for further detail) will primarily focus on job updates between technicians and customers.
CSR’s will occasionally do a dual role as dispatchers. But the dispatcher is mainly responsible for
optimizing that dispatch board to ensure that technicians are as efficient as possible, and that the
board is focused. The CSR’s are first up on the phone rotation and customer service emails, including
answering service follow-ups and all other front-of-the-line customer service and customer retention
duties. The CSR will occasionally take customer payments however the dispatcher is responsible for
ensuring jobs are collected before the technician’s next call is assigned unless the customer is
billable.
Responsibilities
? Convert incoming customer calls into booked service appointments to max capacity.
? Deliver call scripts with an authentic cadence; be clear, compelling and personable.
? Respond to customer requests, resolve issues and promote the brand.
? Be professional and establish customer rapport, encouraging repeat business.
? Participate in training to boost booked calls and practice outbound calling.
? Adhere to the company’s plan for resolving customer complaints quickly and favorably.
? Maintain and update Service Titan with complete and accurate information.
Competencies for Success
? Proven track record in customer service.
? IT competent; good typist and proficient with phone systems and Service Titan.
? Highly organized with exceptional follow-through abilities.
? Strong verbal and written communication.
? Ability to build trust and demonstrate empathy.
? Personality that blends well with a fast-paced, goal-driven environment.
? A competitive individual contributor who also loves to win as a team.
? Thorough and Accurate data entry
? Outbound call booking success
? Service Titan and plumbing experience

Key performance Indicators are at company’s goal
? 85% or better call booking rate
? Call Source Scorecard 80% or better
? Outbound call volume and booking rate-Minimum Outbound Call Expectation – make avg. of at
least 10 calls/hr and book at least 1
? Average call time less than 5 min
? avg time to answer 45 seconds
? Data entry accuracy
? Full Minimum Call Board in advance (any day that a technician goes home due to lack
of work is a failure within the Call Center) – 4.5 calls per tech per day
Physical Demands and Abilities
? Sitting for long periods of time.
? Ability to do data entry/typing for extended periods of time.
? Regularly sit while answering phones and stand when talking to customers in person
? Regularly use hands and fingers to handle, control, or feel objects, tools or controls
? Regularly repeat the same movements when entering data
? Regularly see details of objects that are less than a few feet away
? Regularly speak clearly so listeners can understand
? Regularly understand the speech of another person
? Frequently focus on one source of sound and ignore others
? Ability to lift up to 15lbs
? Frequently see differences between colors, shades and brightness

Service Titan software knowledge and plumbing knowledge are a huge plus for this role.
Salary up to P35k/month
Training period could be 4 weeks