Doc Summary
Customer Service Office Hours #
Arrow’s customer service office hours are either 7:30 AM to 4:30 PM or 8:00 AM to 5:00 PM. You should be at your desk with your computer logged in and ready to work by these start times. You will be logged in to VoiceforPest, Field Routes, Podium, your email, and Slack. You are to be answering the phones once your start time begins. On average, each customer service representative will field around 20-40 incoming calls each day with 10-20 outbound calls. Other office staff will be answering 10-50 incoming calls. During peak season, a required 20 call center calls must be answered by each CSR unless otherwise approved by your supervisor. Failure to comply will result in disciplinary action. The goal of every incoming call is to answer within 3 rings.
Daily Responsibilities #
- Upon logging into your computer, go through all new emails. Call all new voicemails received.
- Pull up Podium and respond to any conversations assigned to you or open without assignment.
- Once all the customers have been assisted and you have notified your tech of any changes to their route, you will pull up the reschedule Slack channel and contact any customers that were not serviced the day before. You are responsible for rescheduling all those jobs immediately. Failure to complete reschedules from your technician in a 24-hour period will result in disciplinary action.
- Once all of this is complete, you will pull up your schedules for the next day and begin contacting all the must-be-confirmed appointments. This is to be done in the morning so that if things start to fall off the technicians, the holes can be filled early on.
- If you are speaking to a customer directly to confirm their appointment, check to make sure there are no locked gates, pets, that we have an active (not expired) credit card/payment on file, and good contact information including their email address. If additional services are due on the account, ensure those are scheduled.
After confirming your schedules for the next day, you may start to continue to call on the rest of the week, work on call lists given to you by management, call collection accounts, and support other departments that may be down and need assistance. The entire time you are doing everything above, you are to be answering the phone and assisting customers over the phone and through Podium. Podium response time goals are under 3 minutes from the time the customer initiates a message.
By 3 PM every day, all schedules are to be printed and handed into management.