Customer Service Representitive

Description:

Qualifications: The qualifications for employment as a CSR may have little to do with technical expertise or carpentry experience. Successful Mr. Handyman employment is based on several factors. A customer service rep should be cooperative and have the proper temperament and attitude. They should be people with integrity, possess an air of authority and calmness while being able to motivate employees, competence, and self-esteem. They should be dependable, well-groomed people. They must be bondable and insurable. They must have a valid driver’s license. The most important aspect of the customer service representative’s job is the ability to favorably demonstrate the characteristics customers equate with “professionalism.” This strategy is far more important than the technical aspects of the service because it is the key element that distinguishes Mr. Handyman from its competitors.

The CSR will have significant contact with customers and should therefore possess the following characteristics:
 

• Neat appearance and good grooming
• Punctuality
• Dependability
• Thoroughness and consistency
• Empathy and ability to listen
• Communication skills. Effective communication with fellow employees and customers enhances relationships, and results in customer retention.
• Interpersonal skills.
• Service demeanor. The professionalism, image, and reputation of Mr. Handyman rest predominately in a strong service strategy.

The CSR will also possess the following:

Standard business hours: Employees must adhere to, maintain and be available to work the required business hours established for serving customers, without tardiness, interruption, or early departure. (Typically, Monday through Friday, 8:00 a.m. to 5:00 p.m.)

System: Employees must execute the required procedures and precautions defined in the Mr. Handyman system. The system is defined in the employee handbook, employment agreement and safety manual.

Language proficiency: Employees must read, write, speak and comprehend enough English and cultural slang to effectively deliver and manage the Mr. Handyman service strategy as customer contact professionals.

Computer proficiency: The CSR must be familiar with basic computer operations and have experience with word processing, spreadsheets and using Windows-based applications.

Office and organizational skills: The CSR must possess basic organizational, clerical, administrative, planning and organizational skills.

POTENTIAL RESPONSIBILITIES:

The responsibilities of a CSR consist of, but are not limited to, the following:
 

• Create and maintain the weekly route schedule and communicate any changes to the schedule to the appropriate service technician as required.
• Create and maintain all customer files as required.
• Schedule each week’s initial service calls on Thursday of the preceding week.
• Receive the AM call-in, First Heads Up and “Final Notice” calls from service technicians.
• Schedule each service technicians second, third, and following jobs of the day and relay adequate information to him.
• Provide assistance to service technicians calling for technical advice, additional help, directions, and so on.
• Complete the customer information on the call screen booked or not booked for all incoming calls from customers.
• Check in all service technician teams at the end of day.
• Prepare the royalty report each week for review by the owner. Reviewing and batching invoices in ServiceTitan.
• Keep the cash receipts and sales journal current in QuickBooks Online. Match payments from ServiceTitan to deposits in QBO.
• Fully operate the Service Titan computer system.
• Wear Mr. Handyman attire every day or as required.
• Prepare the monthly operating statement, if requested by the owner. Run Profit and Loss Report and Email to home office.
• Answer incoming calls with the greeting “Thank you for choosing Mr. Handyman. This is
  speaking. How may I help you?”
• Answer prospects questions on the telephone.
• Handle customer inquiries.
• Maintain log of all incoming calls within ServiceTitan.
• Update abandoned or unbooked calls for reason why not booked.
• Send out follow-up letters to prospects as appropriate.
• Monitor supplies and advise owner when an order for replacement stock is required.
• Prepare bank deposits for signature.
• Coordinate and document all communication affecting customers, employees or suppliers.
• Telephone contact with customers, to follow up on customer surveys, service calls, and complaints.
• Train and orient new employees