Hiring
At Duffy Marketing, our Customer Service Representatives (CSRs) ensure smooth client communication and excellent service. Specializing in HVAC, plumbing, and electrical support, our CSRs handle customer needs with care and skill. With a 95%+ booking rate, we help home service companies succeed in competitive markets across the nation.
Why Choose Duffy CSR’s?
Our CSRs excel because they’re:
– ServiceTitan Experts: They know ServiceTitan, the top software for home services. This ensures efficient scheduling, accurate customer records, and smooth dispatching.
– Customer Engagement Pros: With years of experience, our CSRs build trust and satisfaction through clear and friendly communication.
– Focused on Results: We help businesses of all sizes turn calls into loyal customers who keep coming back. Our approach focuses on enhancing customer satisfaction and ensuring a consistent experience across every interaction.
What Duffy CSR’s Do
Inbound Call Handling:
- Answer demand and maintenance calls quickly and professionally.
- Greet customers warmly to make a great first impression.
- Overcome objections by actively listening, empathizing with the customer’s concerns, and providing clear, tailored solutions that highlight value and benefits.
- Create or update accounts in various home service platforms (ie. ServiceTitan, Field Edge, Jobber, Jonas) to keep records accurate.
Outbound Call Excellence:
- Proactively make outbound calls to ensure the scheduling board remains consistently full, demonstrating the ability to identify and act when scheduling needs arise.
- Confirm appointments to ensure everything runs smoothly.
- Make follow-up “Happy Calls” to check customer satisfaction and build relationships.
- Promote maintenance plans and loyalty programs to encourage repeat business.
Problem Solving:
- Resolve customer concerns with empathy and clear communication.
- Collaborate with managers or dispatchers when needed.
- Document all interactions accurately to ensure smooth operations.
Building Relationships:
- Engage with customers to build lasting relationships that drive retention.
- Use consistent messaging to reinforce the value of your services.
- Educate customers about loyalty programs, maintenance benefits, and special promotions to increase their trust in your brand.
What Duffy CSR’s Do
Inbound Call Handling
- Answer demand and maintenance calls quickly and professionally.
- Greet customers warmly to make a great first impression.
- Overcome objections by actively listening, empathizing with the customer’s concerns, and providing clear, tailored solutions that highlight value and benefits.
- Create or update accounts in various home service platforms (ie. ServiceTitan, Field Edge, Jobber, Jonas) to keep records accurate.
Outbound Call Excellence
- Proactively make outbound calls to ensure the scheduling board remains consistently full, demonstrating the ability to identify and act when scheduling needs arise.
- Confirm appointments to ensure everything runs smoothly.
- Make follow-up “Happy Calls” to check customer satisfaction and build relationships.
- Promote maintenance plans and loyalty programs to encourage repeat business.
Problem Solving
- Resolve customer concerns with empathy and clear communication.
- Collaborate with managers or dispatchers when needed.
- Document all interactions accurately to ensure smooth operations.
Building Relationships
- Engage with customers to build lasting relationships that drive retention.
- Use consistent messaging to reinforce the value of your services.
- Educate customers about loyalty programs, maintenance benefits, and special promotions to increase their trust in your brand.
Training Your Team For Success
In addition to skilled CSRs, Duffy Marketing also trains your current and incoming customer service staff for complete synergy. Our training improves consistency, customer retention, and closing rates. Your team is given the tools to build better customer relationships and deliver great service. By focusing on empathy, communication, and problem-solving skills, your staff can turn routine interactions into positive customer experiences.
Supporting Companies Nationwide
We work with businesses of all sizes, from local startups to national organizations. Whether you are building your customer base or improving your operations, Duffy Marketing is here to help. We have expertise in HVAC, plumbing, and electrical work. This helps us create solutions for the unique needs of home service companies.
Our CSRs do more than book appointments. They make great first impressions, build customer relationships, and help create long-term loyalty. By delivering consistent, high-quality service, Duffy-trained representatives set your business apart from the competition.
Join Our Growing Team
Contact us today to find out how we can help your business grow. We focus on better customer service and improved customer retention strategies.
