Central Florida's Knowledge Center
Don't Service Area
Villages
32102
Daytona
32105
Daytona
32110
Updated: 11/26/2025 2:31 pm EST
Customer Service Incentives Plan
Booked/Recurring Service
$1
Extra Ac Units Sold
$5
Google (GLS)
$5
Cross Scheduled
$10 (If completed, paid out monthly)
Membership Plans Sold
$25
Booked/Recurring Service call bonuses are based on weekly service calls, maintenances, and estimates booked from both inbound and outbound calls. AM shift: Start time before 12:00PM Minimum booked calls to qualify for bonus: 100 (weekly) PM shift: Start time at 12:00PM or after Minimum booked calls to qualify for bonus: 75 (weekly)
Google (GLS) call spiffs are based on the amount of inbound calls that came from Google the agents booked. $5 spiff for each booked call. There is no minimum and no cap.
Memberships are maintenance plans for our customers which include free general maintenance (after purchasing plan) on the equipment in their home. Maintenances are NOT the same as services. Must read script in order for spiff to count. Must mention “One-time, non-refundable, $50 enrollment fee.” & “Your membership will auto-renew in a year” If the customer states they do not want it to auto-renew, send to Patricia Duarte via task or email. Failure to disclose the highlighted information above will forfeit your spiff. Any discounts given must be approved by a CSR manager or TL.
Extra AC Sold - If a customer has more than one HVAC system/unit, you will need to add another member. Agents will receive an additional $5.00 per system added on the Orginial Membership
Cross Schedules are secondary visits offered to customers already calling in for service. They are meant to open the window to more potential sales revenue for the company, and to fill the demand of trades that need the most help filling their board. Must say, “Oh! By the way” or similar statement. Agents can cross on EVERYTHING! Must offer a different trade from the one the customer is originally calling in for. (Ex. Customer asks for PL service, the cross schedule must be EL or AC) CSR’s can cross schedule on ANY inbound call regardless of the nature of the customers request as long as the customer is requesting service, maintenance or an estimate. CSR’s can cross schedule on Outbounds as long as they are responding to Abandoned leads or Email leads. CSR’s CANNOT cross schedule when making Outbounds to schedule Active Members for their maintenance. Cross Schedules are ONLY paid out if the job is completed and will be paid out monthly.
Customer Service Representative (CSR) Spiff Program Guidelines:
Performance Expectations:
Selling memberships, cross-scheduling services, and upselling appropriate solutions are core responsibilities of the CSR role. These opportunities must be presented during every applicable customer interaction. Failure to consistently follow this requirement may result in disciplinary action, as individual performance directly impacts the overall success of our profit center.
Spiff Tracking and Compliance:
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Any instance of fraudulent reporting or misrepresentation will be escalated to Human Resources and may result in disciplinary action up to and including termination, pending the outcome of an internal investigation.