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