Call Center Rep

PHS Call Center Agent Candidate Submittal Form

Information shared/reviewed on PHS phone screens:
Pivotal Home Solutions was purchased from Southern Company by American Water in July 2018.
PHS offers home warranty plans to help protect homeowners from the costs of unexpected repairs to their home's systems, lines and/or appliances.
These are Customer Service positions taking in bound calls, but PHS does require agents to upsell (at least 4 -5 calls per day). There is no cold calling.
o Are you comfortable with sales aspect of the role?
Training is a 6 week period and runs Monday Friday from 8am to 4:30pm. Engagement and attendance during this timeframe are key.
Once training concludes, all workers will be assigned a shift. This is done through a performance based shift bid process. Expectation is that all workers are available to work any shift assigned during the center's hours of operation, which are Monday Saturday, 6am to 8pm.
o Would this schedule be an issue for you?
OT can be mandated in peak periods (summer and winter months). Up to 2 hours OT could be added per shift total of 10 hours per week.
90 day temp to hire.
XX commission per sale during temp period.

Required Questions to Ask:
Ask candidate about sales experience/comfortable with upsell aspect of position of role. (Place answers here)
Ask candidate about Call Center/Customer Service experience. (Place answers here)
Give an example of when you were extremely successful in pleasing the customer. What made it successful?
In a customer service environment, what do you find causes most of the problems you encounter? Is there a pattern and what action have you taken?
If not on resume, ask candidates if they have worked at Pivotal Home Solutions or Nicor Gas in the past. If so, we need to check with managers before passing onto in person interview. (Place answers here)

Please confirm (Y/N):
Did you discuss the role and the business to the candidate in detail?
Did the candidate answer all questions above thoroughly?
Did you explain the interview process and what to expect on next steps?