Office staff roles and duties

JessicaSmith
ServiceTitan Certified Administrator
ServiceTitan Certified Administrator

Hey ladies and lady supporters! We’re reorganizing our office team to define roles and duties more and we’re looking for inspiration.

Share with me the roles you have in your office and what each is responsible for. How do you compensate? We really want to move towards more bonus and commission so when the company wins, everyone wins!


Jessica Woodruff Smith, LadyTitans Co-Founder & Process Manager at AirWorks Solutions
1 ACCEPTED SOLUTION

mquigley
ServiceTitan Certified Administrator
ServiceTitan Certified Administrator

Inbound CSR: first to answer the inbound, listen to voicemails, follow up on email leads, reply to customers that email in, follow up with Schedule Engine appointments, answer/close chats, follow up on missed calls

Inbound CSR (You need two of these, maybe even 3): first to answer the inbound, listen to voicemails, follow up on email leads, reply to customers that email in, follow up with Schedule Engine appointments, answer/close chats, follow up on missed calls

Membership Coordinator- Outbound focused. Ownership on membership data to ensure dates/status/type are correct, monthly AR is collected/updated, Ensure 10% of all recurring service events are completed every month/quarter by scheduling, renew memberships, make sure deferred revenue is accurate. 

Customer Relations Liaison- Completes the reschedules 3 days in advance, work with dispatch to save the reschedules by thinking out of the box, call reschedules to get back on the schedule if canceled/can't get a hold of, call for updates on arrival for next in line, update if the time frame changes, Handles reschedule objection via Nexstar Training, move up appointments if we become available, checks sold estimates in follow up tab

Quality Assurance Liaison - First in line to handle customer concerns in task management, happy call customers, google guarantee happy calls, call new customers for follow up about us, call existing customers for appreciation calls, Social Media postings, implement monthly employee events

Inside Sales Coordinator- Follow up on unsold work on service calls, change follow up date and dimiss leads, follow up on any options sold under certain dollar amount,  Understand main objections, know the installation teams for service.

Lead Coordinator- Answers inbound for sales appointments only. Explains agenda thoroughly creating a very important first impression, Qualify and confirm appts, Mitsubishi, Lennox, Generac leads, Book Home Advisor and Angies, Schedule Go Overs, Schedule and Qualify TTOs, Make sure Unsold Estimates for Sales dept gets cleaned up and followed up on, Monitor conversion rates with Employee Sales Performance in ST, Follow up on leads that we haven’t reached yet 

Dispatcher- Prep and closes out technicians making sure they added equipment and photos etc, monitors technicians timecards for overtime and overbooking,  make sure warehouse gets material lists to order and provide customers updates on our return

Dispatch Coordinator- Ensures the correct job is under the correct technician based on skill, likes, and conversation rates, Schedules our return when parts are received in the warehouse, finds a way to make work done the same day, Thinking outside the box for crosstrading technicians. 

Installation Coordinator- Schedules the installs, coordinates with utility and inspectors, schedules engineering jobs, schedules returns for installs, schedules Quality Checks on installations

Permit Coordinator- Handles obtaining permits and processing rebates.

Job Costing Coordinator- Inputs price of all material for every job and submits manufacturer warranties.

Accounts Receivable Coordinator- batch invoices, make sure every invoice is accurate, fund financing, and call customers with outstanding balances, process checks and cash, process customer refunds.

We have monthly bonus for selling service agreements, meeting sales and revenue goals, if we meet quarterly goal, anonymous for doing something kind to one another, providing wow service for a google guarantee customer, submitting an idea into leadership team that provides growth and development, booking a certain amount of calls, selling a certain $ amount of follow up work(inside sales), finish reading a book from our call center library, random contests- most plumbing appts booked etc. 

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3 REPLIES 3

mquigley
ServiceTitan Certified Administrator
ServiceTitan Certified Administrator

Inbound CSR: first to answer the inbound, listen to voicemails, follow up on email leads, reply to customers that email in, follow up with Schedule Engine appointments, answer/close chats, follow up on missed calls

Inbound CSR (You need two of these, maybe even 3): first to answer the inbound, listen to voicemails, follow up on email leads, reply to customers that email in, follow up with Schedule Engine appointments, answer/close chats, follow up on missed calls

Membership Coordinator- Outbound focused. Ownership on membership data to ensure dates/status/type are correct, monthly AR is collected/updated, Ensure 10% of all recurring service events are completed every month/quarter by scheduling, renew memberships, make sure deferred revenue is accurate. 

Customer Relations Liaison- Completes the reschedules 3 days in advance, work with dispatch to save the reschedules by thinking out of the box, call reschedules to get back on the schedule if canceled/can't get a hold of, call for updates on arrival for next in line, update if the time frame changes, Handles reschedule objection via Nexstar Training, move up appointments if we become available, checks sold estimates in follow up tab

Quality Assurance Liaison - First in line to handle customer concerns in task management, happy call customers, google guarantee happy calls, call new customers for follow up about us, call existing customers for appreciation calls, Social Media postings, implement monthly employee events

Inside Sales Coordinator- Follow up on unsold work on service calls, change follow up date and dimiss leads, follow up on any options sold under certain dollar amount,  Understand main objections, know the installation teams for service.

Lead Coordinator- Answers inbound for sales appointments only. Explains agenda thoroughly creating a very important first impression, Qualify and confirm appts, Mitsubishi, Lennox, Generac leads, Book Home Advisor and Angies, Schedule Go Overs, Schedule and Qualify TTOs, Make sure Unsold Estimates for Sales dept gets cleaned up and followed up on, Monitor conversion rates with Employee Sales Performance in ST, Follow up on leads that we haven’t reached yet 

Dispatcher- Prep and closes out technicians making sure they added equipment and photos etc, monitors technicians timecards for overtime and overbooking,  make sure warehouse gets material lists to order and provide customers updates on our return

Dispatch Coordinator- Ensures the correct job is under the correct technician based on skill, likes, and conversation rates, Schedules our return when parts are received in the warehouse, finds a way to make work done the same day, Thinking outside the box for crosstrading technicians. 

Installation Coordinator- Schedules the installs, coordinates with utility and inspectors, schedules engineering jobs, schedules returns for installs, schedules Quality Checks on installations

Permit Coordinator- Handles obtaining permits and processing rebates.

Job Costing Coordinator- Inputs price of all material for every job and submits manufacturer warranties.

Accounts Receivable Coordinator- batch invoices, make sure every invoice is accurate, fund financing, and call customers with outstanding balances, process checks and cash, process customer refunds.

We have monthly bonus for selling service agreements, meeting sales and revenue goals, if we meet quarterly goal, anonymous for doing something kind to one another, providing wow service for a google guarantee customer, submitting an idea into leadership team that provides growth and development, booking a certain amount of calls, selling a certain $ amount of follow up work(inside sales), finish reading a book from our call center library, random contests- most plumbing appts booked etc. 

Absolutely love this.  Thank you!

JessicaSmith
ServiceTitan Certified Administrator
ServiceTitan Certified Administrator

Wow, thanks for the detailed reply! How big is your company (number of techs, revenue, or both)?


Jessica Woodruff Smith, LadyTitans Co-Founder & Process Manager at AirWorks Solutions