Day Crew Expectations (For shifts starting before 12:00 PM)

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• Handle 80–100 combined inbound and outbound calls per day.

• Book a minimum of 10 recurring maintenance visits daily.

• Achieve at least 2 membership sales or renewals per day.

• Schedule a minimum of 2 cross-schedule appointments per day.

• Submit hourly performance reports during your scheduled shift.

• Complete all abandoned calls and leads by end of shift.

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​Evening Crew Expectations (For Shifts starting before 12:00 PM)

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• Handle 80–100 combined inbound and outbound calls per day.

• Book a minimum of 10 recurring maintenance visits daily.

• Achieve at least 2 membership sales or renewals per day.

• Schedule a minimum of 2 cross-schedule appointments per day.

• Submit hourly performance reports during your scheduled shift.

• Complete all abandoned calls and leads by end of shift.

 

Digital & Online Services – Assigned to Digital Team Members Only

 

Tasks involving email communication and third-party online platforms are to be handled exclusively by digital team personnel. These tasks must be prioritized and addressed as soon as possible and include, but are not limited to:

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• Incoming email campaigns and follow-ups

• Overflow routed to Answering Services (e.g., Stericycle, Appletree)

• Online lead platforms:

  • Chat Leads

  • HomeAdvisor / Angi

  • Online Bookings

  • Home & Local Services

  • Google LSA Emails

  • Hatch

  • UpSmith

  • ZyraTalk communications

  • Frank Gay Marketing correspondence

  • Schedule Engine requests

  • Leads from BBB (Better Business Bureau)

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Note: These digital communication channels require dedicated attention and are not the responsibility of general call-handling team members. All related workflows should be escalated to or handled by the designated Digital Support Team.

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Customer Service Representative Expectations & Responsibilities

 

• Adhere to all established guidelines for scripting, rebuttals, and operational procedures.

• FGS/IHS scripts must be read verbatim for all incoming calls.

• Answer all incoming service calls promptly and accurately, scheduling appointments for service, warranty, and callbacks as appropriate.

• Efficiently manage and toggle between multiple calls to meet daily performance goals.

• Schedule recurring maintenance visits for FGS and IHS Membership customers.

• Ensure the Maintenance Dispatch Board is filled at least three (3) days in advance.

• Utilize the designated FGS/IHS maintenance scripts when booking recurring appointments.

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Additional Duties as Assigned by Management:

• Tasks may include, but are not limited to:

• Reclassifying abandoned calls and leads

• Tag removal

• Daily quality control (reviewing the ST dashboard for call accuracy)

• Making necessary corrections to support team performance

• Completing approved cross-departmental projects (with prior authorization)

• Managing “01 Default” and other administrative assignments

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Professional Standards:

• Maintain a clean and complete uniform at all times.

• Demonstrate a consistently positive, empathetic, and professional demeanor with all customers.

• Respond promptly to customer inquiries and communicate effectively across multiple channels.

• Acknowledge and resolve customer concerns with professionalism and urgency.

• Possess thorough product knowledge to answer customer questions confidently.

• Collaborate and coordinate with team members as necessary to support customer needs.

• Strive to ensure customer satisfaction through high-quality, professional support.

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Attendance and Readiness:

• All CSRs are required to arrive eight (8) minutes prior to their scheduled start time to allow for preparation (e.g., clocking in, setting up workspace, taking restroom/coffee breaks). You are expected to be fully ready to begin working at the start of your scheduled shift.

• Process Compliance:

• If uncertain about any process (e.g., cancellations, rescheduling, RCR trade/territory assignments), consult your Team Leader or CSR Manager for clarification.

• Do NOT cancel, schedule, or reschedule any installations. Always follow proper procedures as outlined in the official guide.

• Confirm that every scheduled job is assigned to a technician.

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System Use and Time Management:

• You must clock out for your designated lunch period each day.

• If you are at your desk, you are required to be logged in to Five9. This policy is non-negotiable.