Address
Form of work
SalaryDescription:
This is a full-time, direct placement for CMC Service Experts
Summary:
As a Service Technician you are the face of the company. Your interactions with the client will dictate whether or not they want to do business with you/us. Our goal for you is to provide a service that is so good that they use it as a metric in evaluating all other service providers. The Primary goal of this position is to continually provide an above par service experience to all of our clients by following the 12 Step Service Process. Our service department is based on a system of doing what is right for the client, the technician and the company, every time. Following the 12 Step Success Process is imperative to achieve this goal. You will report directly to the Lead Service Technician.
Role Responsibilities
Follow the 12 Step Service Process for all service calls.This is vital to your success!
Provide “Red Carpet Treatment” to all clients
- Carpet under van
- Logo’d Carpet inside home at work area
- Shoe covers worn at all times inside
- Honey Do List
- Provide multiple solutions (estimates) for every call/client
- Always have a positive attitude and mindset of “They’re going to love me”
- Adhere to dress code at all times
- Keep your van clean inside and out
- Make detailed notes for all jobs - on invoices, estimates, evaluations, inspections and the like
Every client interaction (appointment) should house detailed notes in a manner that completely explains:
- What the issue or need was
- What we did
- Where it was
- All pertinent notes
- Your description should “paint” a complete picture of the job
- Attend all department meetings and training events as scheduled and actively participate.
Come to the office once a week to:
- Replenish Van Stock Materials
- Turn in all forms of payment (even checks that have been mobile captured in ST)
- Maintain a thorough working knowledge of the Pricebook and how to provide estimates and invoices to clients properly
- Employ the “Good, Better, Best” mentality to your interaction with the client for pricing by providing options
- Understand and offer Home Protection Plans to all clients
- Offer Generator installation and service to clients - initiate conversation - try to get them to book a quote *You are bonused for this
- Work in a neat and workmanlike manner. We must leave the job cleaner than when we found it.
- Dispatch yourself to your first call and call the client to inform them of your eta. In the event that you may be late to a call you must inform the client and call center well in advance of the arrival window.
- Follow Service Titan Protocol for all scheduling, dispatching and job tasks
- Maintain up to date knowledge of the National Electrical Code (NEC)
Authority:
- Lead Service Technician
- Chief Operating Officer
Experience and Requirements:
- Follow permitting law for every job
- High level of communication - detailed and timely
- Positive attitude - work well with all other team members
- Attention to detail and highly organized
- Able to follow process (both field process and service titan)
- Ability to provide multiple, solution based options to clients
- Clean shaven (presentable) / dress code adhered to
- Make clients happy on every call!
