Customer Service Representative

CSR JOB DESCRIPTION
GOAT AIR

Position: CSR - Customer Service Representative
Department: Office
Reports To: Operations Manager

Overview
As a CSR, your first priority is to answer customer phone calls, emails, texts and any other inbound contact from customers. Goat Air's (Heating, Cooling and Ventilation Company) lifeblood is having customers on the board. The more calls you can book, the better. However, your role goes beyond that. You will assist the Dispatcher and field teams in performing other tasks as listed below. You will be asked from time to time to assist with paperwork submittal and even help with data. This person must be flexible, personable, and able to prioritize work efficiently.

Job Responsibilities
The Responsibilities of the CSR Position are, but not limited to:
- Answering Inbound Leads, phone calls, form submissions, and any other inbound contact from customers.
- Working with the field team to improve/update routes.
- Scheduling estimates.
- Assigning booked calls to the appropriate field team.
- Performing outbound calls as directed by the field/ sales manager.(inbounds are priority #1)
- Dispatching calls to the field team.
- Following up on open requests.
- Following up on open estimates.

Major Competencies
- Phone communication skills
- Email/ writing communication skills
- Database management
- Organized and detail oriented

Scorecard/Performance Measurable's
- Weekly Call Booking Percentage
- Number of Jobs Booked Per Week

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Compensation
Compensation for the CSR position is as follows:
- This position is paid on an hourly basis at the rate of five ($5) dollars per hour.
- This is a full time position with a requirement of 40 hours per week.
- The CSR position is additionally compensated with performance pay:
- Each “booked appointment” will be paid at the rate of five ($5) dollars per booked appointment.
- The average “booked appointments” per CSR is between 30-60 appointments per week.
- An appointment is considered “booked” when a technician has shown up to a property for an estimate, diagnosis or
maintenance. Callbacks and cancellations are not considered a booked appointment.