CSR's: Expertly Trained for HVAC, Plumbing, and Electrical Services
Looking to improve the performance of your company by hiring trained customer service representatives? You’ve found the right place!
Customer Support Available For Hire
Here at Duffy Marketing, we are home service marketing specialists for over 3 decades, and know the importance of calls being answered immediately and properly to ensure the highest return on your marketing and sales investment. Which is why we have trained a team of dedicated remote-for-hire professional Customer Service Representatives (CSRs) who are ready to fill your critical need and will easily pay for themselves. Clients tell us everyday how important the professional team of CSR’s we offer are invaluable to their business. Whether it is for a short-term period to cover the peak season phones, or someone who is on leave, or a growing company that needs that extra coverage, to more long-term for that added consistency every company wants and needs, we have the solution that makes sense.
How Much Are You Losing?
0 is $0 on 0. That is sometimes hard for business owners and managers to hear and comprehend. The reality is, just one missed call a day, because it went unanswered, or not handled the best way possible, can cause you to miss your sales goals even with the best laid out plans and marketing messages. The most important asset to your business is the call center or “front door” because a low call booking % (below 95%), can cost you hundreds of thousands of dollars in a year. The Duffy Marketing professional CSR’s 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, and offer immediate results.
|
Missed Opportunity
|
Average Ticket
|
Day
|
Week
|
Month
|
Year
|
|---|---|---|---|---|---|
|
1
|
$350
|
$350
|
$1,750
|
$7,000
|
$84,000
|
|
2
|
$350
|
$700
|
$3,500
|
$14,000
|
$168,000
|
|
3
|
$350
|
$1,050
|
$5,250
|
$21,000
|
$252,000
|
|
4
|
$350
|
$1,400
|
$7,000
|
$28,000
|
$336,000
|
|
5
|
$350
|
$1,750
|
$8,750
|
$35,000
|
$420,000
|
Why Choose Duffy CSR's?
Our CSRs excel because they’re:
- Home Service Experts: One of the largest challenges a new employee has is learning the ins and outs of the industry. Our CSR’s have handled every type of call in the home services industry and know how to manage any odd call or request by knowing the proper call management armed with a lot of experience of what questions to ask for the best out-come for your business.
- CRM System Experts: They know ServiceTitan, the top software for home services as well as other systems such as Field Edge, Jobber and Jonas to name a few. This ensures getting up to speed on your business needs quickly for 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, both with the clients and your internal team. They become a part of your team, even though they are working remotely.
- 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. The Duffy Marketing CSR team averages a 95%+ booking rate while also selling maintenance agreements and offering other services if you provide multiple trades in your business. All while offering support in a way that’s helpful, never high-pressure.
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.
Contracts
How You Can Hire A Duffy Marketing CSR For Your Company
Hourly rates decline as the contract period increases. We ask you to offer incentives for selling maintenance agreements and cross trade booking to increase their ROI for your business.
Month Contract with an 8-hour work day, 5 days a week
Month Contract with a 4 or 8-hour work day, 5 days a week
Month Contract with a 4 or 8-hour work day, 3-5 days a week
Benefits
Benefits of Hiring A Duffy Marketing CSR
Guaranteed Coverage
Guaranteed coverage for your phones. We train 2 CSR’s on your system and area so if our lead CSR is sick or takes vacation, another professionally trained CSR will fill their schedule.
Expert Skills
Expert level customer service representative skills offering an immediate booking percentage increase to your team and improvement in sales in the long run.
Saving Money
You are not required to pay any employee benefits. By offering this additional bonus to our clients, your company will save a lot of money over time.
Contact Us
Ready to add a Duffy CSR to your business?
Partner with Duffy Marketing for skilled CSRs or our exclusive training programs. We’ll handle your customer experience so you can focus on delivering exceptional home services. Whether you need a team of trained professionals or want to empower your in-house staff or both, we’re ready to help.
Contact us today to find out how we can help your business grow.
