CSR – Assistant

  • Answering or flow calls – not booking calls
  • Online Review Coordination
  • Learning to be CSR

 

CSR

  • Answer Calls
    • Customer
      • New Weekly
      • New Service/Repair
        • A Jobs – Book asap (automatic whole good sales item)
          • Pump, booster, motor, control panel, heater, salt cell not working.
          • Upgrade to salt system
          • Pool has zero power
          • Filter has blowback
          • Water feature pump not working
          • Pump is on but it isn’t pulling water
          • Spa is draining when pool is on

          B jobs – Book 3-4 days out (Can become A jobs)

          • Spa is draining when pool is off
          • Pump on but is loud
          • Valves need to be looked at, they aren’t rotating properly
          • My pool is on but I’m losing water
          • Lights (time consuming and need planning)

          C Jobs – Book 5-7 days out (pool operational but have minor issues)

          • Have leak on my pump/booster pump
          • water feature isn’t working (valve controlled)
          • valve leaks
          • plumbing leaks
          • filter leaks

          Refer to Leslies

          • If the booster pump works but pool sweep doesn’t, refer to Leslie’s.
          • system is on but there’s no suction at my skimmers (verify pump is priming, if not it becomes an A job)
          • clogged lines

          Do not send repair techs

          • to install skimmer baskets, polaris bags, pump baskets, to work on robots or pool sweeps if the booster pump is working or if it’s plugged in to a suction line, to install timer trippers.

          Service call protocol is $95.00 fee is ½ off with approved repairs, full fee if not approved. Tech instructions should have this information as well as if it’s weekly or signature. Always put payment method here as well..ex: cc on file, collect check on site, paying by cash

      • New 1 X
      • Question on Weekly Service
      • Question on Weekly Billing
      • Issue Weekly
      • Issue Service/Repair
      • Issue 1 X
    • Technician
      • Simply giving status (start/ complete/ other)
      • Issue with Pool
      • Issue with Truck
      • Other
      • Report a bid (weekly, 1X)
  • Monitor Tech Daily Progress
  • Issues Capture

Service Lead

  • Overall Direction
    • WWW Balance ; W1- Customer Happy; W2 – Employee Happy; W3- Company Happy
  • Reporting:
    • W1 – Customer
      • Issues Tracking: Continuous
      • Customer Online Reviews
    • W2 – Employee
      • Target Revenue/ Compensation ; Weekly Schedule
      • Payroll: M 10:30am
      • Initial Paper Work; Good On-boarding; 3 Month reviews – 1 page doc in file
    • W3 – Company
      • Service DME: M-F 10:30am
  • Metrics
    • W1 – Customer
      • All Issues Documented, Tracked, Closed
      • 10 5 Star reviews/wk
    • W2 – Employee
      • 90% retention
    • W3 – Company
      • Revenue:
        • 6 Techs (3 Dallas/ 3 Houston); $49,500/Wk;
        • Each Tech: 3 jobs/days; 15 jobs/week; $550 aver/job; $8250/week
        • $198,000/Mth (4 wk month)
      • Gross Margin: 50%; GM Calculation = 1- ((Field Comp+Job Materials)/Rev)
      • Rev/ Field Comp Ratio = 18%
  • Duties
    • Ops Management: Capacity Reporting / Scheduling / Dispatching / Issues Management
    • Training / Mentoring / Process Improvement
    • Recruiting
    • Answering Phones

Weekly Lead

  • Overall Direction
    • WWW Balance ; W1- Customer Happy; W2 – Employee Happy; W3- Company Happy
  • Reporting:
    • W1 – Customer
      • Issues Tracking: Continuous
      • Customer Online Reviews
    • W2 – Employee
      • Capacity/ Schedule
      • Payroll: M 10:30am
      • Initial Paper Work; Good On-boarding; 3 Month reviews – 1 page doc in file
      • Service DME: M-F 10:30am
  • Metrics
    • W1 – Customer
      • All Issues Documented, Tracked, Closed
      • 10 5 Star reviews/wk
    • W2 – Employee
      • 90% retention
    • W3 – Company
      • Revenue:
        • 400 pools; $50 on average (tax not included); $20,000/Wk
        • $80,000/Mth (4 wk month)
        • Growth: 50 additional/month
          • End of April – 450
          • End of May – 500
          • End of June – 550
          • End of July – 600
          • End of Aug – 650
          • End of Sep – 700; $35,000/Wk
      • Gross Margin: 45%; GM Calculation = 1- ((Field Comp+Job Materials)/Rev)
      • Rev/ Field Comp Ratio = 21%
  • Duties
    • Ops Management: Capacity Reporting / Scheduling / Dispatching / Issues Management
    • Training / Mentoring / Process Improvement
    • Recruiting
    • Answering Phones

One X Lead

  • Overall Direction
    • WWW Balance ; W1- Customer Happy; W2 – Employee Happy; W3- Company Happy
  • Reporting:
    • W1 – Customer
      • Issues Tracking: Continuous
      • Customer Online Reviews
    • W2 – Employee
      • Capacity/ Schedule
      • Payroll: M 10:30am
      • Initial Paper Work; Good On-boarding; 3 Month reviews – 1 page doc in file
    • W3 – Company
      • Service DME: M-F 10:30am
  • Metrics
    • W1 – Customer
      • All Issues Documented, Tracked, Closed
      • 5 5 Star reviews/wk
    • W2 – Employee
      • 90% retention
    • W3 – Company
      • Revenue:
        • Summer: April – Sept
          • $16000/week
          • 4 Techs (1 N Houston, 1 S Houston; 1 Dallas; 1 Ft Worth)
          • Each Tech: $4000/week
            • 10 FC: 10 x 125 = 1250
            • 5 Salt Cell Cleans: 5 x 50 = 250
            • 5 1x Cleans: 5 x 180 = 900
            • 3 G2Cleans: 3x – 1 x 500 = 1500
            • 1 G2Cleans: 5x – 1 x 700 = 700
        • Winter: October – March
          • $8000/week
          • 2 Techs (.5 N Houston, .5 S Houston; .5 Dallas; .5 Ft Worth)
          • Each Tech: $4000/week
            • 10 FC: 10 x 125 = 1250
            • 5 Salt Cell Cleans: 5 x 50 = 250
            • 5 1x Cleans: 5 x 180 = 900
            • 3 G2Cleans: 3x – 1 x 500 = 1500
            • 1 G2Cleans: 5x – 1 x 700 = 700
      • Gross Margin: 55%; GM Calculation = 1- ((Field Comp+Job Materials)/Rev)
      • Rev/ Field Comp Ratio = 17%
  • Duties
    • Ops Management: Capacity Reporting / Scheduling / Dispatching / Issues Management
    • Training / Mentoring / Process Improvement
    • Recruiting
    • Answering Phones

Over All Manager

  • Overall Direction (all 3 areas)
    • WWW Balance ; W1- Customer Happy; W2 – Employee Happy; W3- Company Happy
  • Reporting:
    • W1 – Customer (all 3 areas)
    • W2 – Employee (all 3 areas)
    • W3 – Company (all 3 areas)
  • Metrics
    • W1 – Customer (all 3 areas)
    • W2 – Employee (all 3 areas)
    • W3 – Company (all 3 areas)
  • Duties
    • Ops Management: Capacity Reporting / Scheduling / Dispatching / Issues Management
    • Training / Mentoring / Process Improvement
    • Recruiting
    • LIMITED >>> Answering Phones
    • ???? Growth
  • Tech Meetings
    • Weekly Techs – Tues 7:30am
    • Service-Repair Techs – Weds 7:30am
  • Office Meetings / Reporting
    • Monday
      • Report DME – 10:00am (all 3 Areas)
      • Meeting Standup 10:30-10:50am (all 3 Areas)
    • Tuesday
      • Report 10:00am Daily DME (all 3 Areas)
      • Meeting 10:30-10:50am Daily Standup (all 3 Areas)
    • Wednesday
      • Report 10:00am Daily DME (all 3 Areas)
      • Meeting 10:30-10:50am Daily Standup (all 3 Areas)
    • Thursday
      • Report 10:00am Daily DME (all 3 Areas)
      • Meeting 10:30-10:50am Daily Standup (all 3 Areas)
    • Friday
      • Report 10:00am Daily DME (all 3 Areas)
      • Meeting 10:30-10:50am Daily Standup (all 3 Areas)