Cincinnati, OH, United States
May 21, 2020
6 hours ago
Job Title: Customer Service Representative (CSR)
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.
8:30am – 5:30pm or
9:00am – 6:00pm Monday thru Friday, some Saturdays
High school Diploma or GED
Excellent verbal skills
Well organized and ability to work independently
Professional phone skills
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.
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
National Heating & Air Conditioning has been serving the Greater Cincinnati & Dayton area since 1930. We are the longest running Bryant Factory Authorized Dealer in the Greater Cincinnati & Dayton area, and one of the largest boiler service and installation companies in the market. Offering full benefits, we are seeking energetic and enthusiastic team members to help us take the business to another level in the future.