Customer Service - Appointment Generator

Job Title: Customer Service Representative (CSR)

Pay Scale: This is an hourly position with added incentives

Primary Job Function:

Answer incoming customer calls. Schedule appointments Contact existing customers and neighbors for the purpose of scheduling service maintenance appointments, commercial service agreement appointments or sales appointments.

Hours: 8:30am - 5:30pm or 9:00am - 6:00pm Monday thru Friday, some Saturdays

Reports to: Operations Manager

Required Qualifications:

• High school Diploma or GED
• Excellent verbal skills
• Well organized and ability to work independently
• Professional phone skills
• Creative thinker
• 1-2 Years Inside Sales or telemarketing experience
• Strong interpersonal skills
• Energetic, Teachable personality
• Timely in all work and attendance

Daily, Weekly, Monthly, Yearly Duties:

• Take incoming customer calls via landline.
• Schedule appointments as required
• Dispatch/Debrief calls when needed as backup to dispatcher.
• React to any Web lead requests.
• Track calling efforts and accomplishments using call log and provide to Office Manager daily.
• Review appointment availability with Service Dispatcher
• Daily review of Opportunity and Estimate Follow-Up Report. Follow-up and Schedule appointments
• Schedule/Pre-schedule residential & commercial maintenance agreement customers.
• Make outbound calls to residential, commercial and apartment accounts for the purpose of scheduling an appointment
• Follow up on all Direct mail and specific customer calling campaigns
• Assist development of marketing, advertising and collateral creation of implementation.
• Email and Mail every invoice at the end of every day through ServiceTitan.
• Create and implement a Commercial PM sales program using Google Earth and cold calling.
• Work with others within the service department to schedule salesperson visits using ServiceTitan
• Understand and explain the Comfort Consultant sales process, timelines, financing options and special promotions using call scripts.
• Provide accurate appointment information to service or sales
• Create any reports deemed necessary to track appointment and lead information
• Work with others within the service department to ensure that we schedule four service calls per day, per technician.
• Sell no less than 20% of the Opportunity and Estimate pipelines each day.
• Work with others within the service department to ensure that there is a PMA sold on every service call and installation.
• Work in conjunction with others within the service department to ensure that we schedule appointments as geographically relevant as possible.

Performance Indicators: Certain key business objectives that will measure the effectiveness of this position. These include the following:

§ No less than four service calls per service technician per day, throughout the year.

§ Residential Maintenance Program sales growth

§ Commercial Maintenance Program sales growth

§ Number of positive reviews on ServiceTitan and Review Us Now

§ Number of spiffs paid out to all techs

§ Service department sales growth

§ Residential installation sales growth