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Outbound Customer Service Representative

Company: BEST Air Conditioning Plumbing Repair
Location: Las Vegas
Posted on: May 14, 2022

Job Description:

Job Description Summary: The Outbound Caller is a communication liaison between the customer and technicians to maintain open estimates live or dismiss any lost estimates. They will contact customers to get insight on their experience with BEST Air Conditioning Plumbing Repair and the services we rendered and send out review links to qualifying customers. Job Requirements: Arrive on time, properly dressed and ready to work. Communicate clearly, precisely, and in a friendly manner with customers, office staff and field technicians. Common knowledge of terms and practices in the industry. Knowledge of common office equipment, such as phones, printers, fax machines and scanners. Knowledge of Google Sheets, Google Documents and Google Email or Microsoft programs such as Word, Excel and Outlook. Type 30-40 words per minute. Follow company processes and procedures. Complete daily tasks as assigned. Responsibilities: Call all customers since previous business day to: Perform Happy Calls and fill out the Happy Call Survey in the CRM system. Ask for reviews and send review links as needed. Add results from Happy Call to the job notes and pin survey results. Follow up with customers with unsold estimates to discuss the estimate(s) and coordinate for the technician to follow-up with them. Dismiss any estimates that customers do not want to be followed up on. Schedule work completion for any estimates where customers are ready to move forward with repairs by following the Sold Estimates process. Offer and convert customers who did not sign up for COOL Club Memberships at 10% conversion rate. Call all customers who have an appointment scheduled for the following business day to confirm their appointment. Reschedule appointments as needed if requested by customers. Call previous customers who meet provided qualifiers to outbound for promotional HVAC or plumbing maintenance with a 20% booking rate (based on answered calls) with a minimum of 20 calls on Monday and 40 calls made Tuesday-Friday. Schedule promotional appointments - all processes must be followed when scheduling calls. This includes all scheduled calls meeting the following: Location and Bill To information is spelled correctly and correct grammar is used. All contact information has been collected for all parties involved, such as property owner, tenants, real estate agents, etc. All phone numbers collected have been labeled. Age of home and age of system (if applicable) has been collected and entered in the designated required fields. Job description notes have been entered thoroughly to reflect any applicable diagnostic fees, membership status, reason for going out and who the technician needs to contact, if different from the homeowner. All correct tags are added to the job, such as call level, age of home, age of system and type of call. Correct business unit has been selected based on the type of call being scheduled. Manage review platforms for any recently posted reviews. Reply to all Yelp, Google, Hatch and any other leads where the customer reaches out via SMS/Text. Maintain and update record of all outbound calls made for Happy Calls, estimate follow-ups and promotional check-ups. Other assigned tasks HVAC and Plumbing CSR experience is a plus

Keywords: BEST Air Conditioning Plumbing Repair, Las Vegas , Outbound Customer Service Representative, Sales , Las Vegas, Nevada

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