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
- A Jobs – Book asap (automatic whole good sales item)
- 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)
- Customer
- 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
- W1 – Customer
- 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%
- Revenue:
- W1 – Customer
- 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
- W1 – Customer
- 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%
- Revenue:
- W1 – Customer
- 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
- W1 – Customer
- 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
- Summer: April – Sept
- Gross Margin: 55%; GM Calculation = 1- ((Field Comp+Job Materials)/Rev)
- Rev/ Field Comp Ratio = 17%
- Revenue:
- W1 – Customer
- 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)
- Monday