What are the responsibilities and job description for the Client Service Representative position at Serveway Heating and Air Conditioning?
Client Service Representative (CSR)
The Client Service Representative is responsible for:
- Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members’ spirit.
- Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
- Making absolutely sure that a client is notified ahead of time if the technician is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
- Making sure that Club Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
- The Lead Client Service Representative will also assist with supervising and assisting in the dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.
- Make sure the technicians are debriefed on each call and that they collect payment on every call.
- Obey company Code of Ethics and the Team Rules.
Potential Total Compensation Range: $25-60K annually; numbers range greatly due to experience and if the CSR adopts team lead responsibilities.
Daily Activities Of A Customer Care Representative Champion
1. Provide a first impression that radiates your business is extremely
competent and capable of handling the caller’s challenges:
• Answer The Phone Correctly And Happily!
• Answer the clients questions or concerns
• Use the right words
• Convert caller into a client/schedule service call
• Schedule accordingly to Service Call Priority
• Plant Club Membership seeds in clients mind
• Handle Client Concerns
2. Serve as the client’s spokesperson to communicate to Serveway:
• What the client wants
• When they would like it done
• How they would like it done
• Fight for the clients need for service now!
3. Go Get Them Telephone Support!
• Schedule Club Membership Visits (Resell If Necessary)
• Reschedule overloaded calls directed from dispatcher
4. Office Duties
• Data Entry
Club Memberships
Opportunities
Equipment
Other
• Track Call Percentages
• Generate Reports
• Keep Office Clean
5. Perform Happy Calls
• Contact Clients After Call To Ensure 100% Satisfaction
• Present Any Concerns To Service Manager
6. Handle Client Concerns
• Comfort Client When They Call In
• Discuss With Team Leader And Call Them Back
Salary : $25,000 - $60,000