Trusted professionals.
REAL PEOPLE. REAL RESULTS.
Trust the hiring & training process to us; save thousands!
In our technological post-2020 era, we now know "in-house" is not always necessary or most cost-effective.
We at SVP Office Intuition provide several proven and successful options to support your team.
Pre-trained and certified professional staff, who can step right in at a highly-trained level, learn how you work, and then become a part of your team!!!
No more headache with hiring, training, and maintaining (and then "rinse and repeat" when they leave every 6mo-2years per industry standard!). This is a $7-10k value EVERY TIME.
Leave the process to us; never pick up the phone yourself again...We even cover breaks and vacations*, plus we cross-train other staff, so if they leave, you don't struggle with overburdened staff!
CSR OPTION 1: Pooled Support
Budget-Friendly Daytime Staffing - Customer Service Representatives
This option is great for shops from 1-4 trucks, who do not have any CSRs, and want to grow their team with the right support while keeping office overhead costs low. If you anticipate 500 inbounds or less per month, this is a good fit for you where you are added to a pooled system to keep your costs down. This is SIMILAR to the typical answering services, but can include in/outbounds, plus adding more services to help you!
Most Budget-Friendly options for small shops!
Your Customer Service Representatives will:
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Exemplify an ethical Code of Values and office best-practices
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Answer inbound customer calls
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Book quotes and diagnostic appointments for customers directly on the board in Standby or right on your techs!
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Collect Emergency or trip/dispatch fees
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Reschedule customers from customers’ inbound calls
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Handle cancellations
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Make OUTBOUND calls upon Client request
ALSO TO EXPECT:
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Coverage on sick days, vacation (no down time with us!)
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2-hr Technician/Owner Service Titan Pre-onboarding consultation (set your team up for success!)
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Service Titan - Comprehensive CSR Certification: EVERY CSR passes through weeks of rigorous training and support PRIOR to ever answering calls for you!
ADDED VALUE: Complimentary use of our communications platform for real-time instant messaging
OPTION 2: Enhanced CSR Support
Full-Service Support w/Admin Assist
Includes all CSR support services in Option 1, PLUS:
Abandoned Calls Review: We review down to 30 sec, and make OUTBOUND call-backs on Abandoned Calls (As able, not guaranteed every day)
Dispatch model trained CSRs - Saves you $ with the 2-in-1 role; they watch the board and work on route optimization to save fuel and drive time!
Point-of-Sale: Admin-trained CSRs to coordinate communication w/ techs on quote adjustments
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Admin trained CSRS can walk customers through accepting quotes
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Booking & scheduling sold work to tech specifications
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Capturing upfront deposit payments
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Admin field-to-office communication support for Techs and Owners
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Support coverage for lunches, sick days, vacation, time off? You'll always be covered with SVP 50hrs/week!
Tech Support: Admin training and work around updates for Service Titan
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Call routing support & collaboration with Service Titan to ensure smooth calls
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Phone System Support - identifying and assisting to resolve phone issues on your behalf
Integration with on-site Office Manager on your team (should you have one)
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Admin Assistance with Customer Complaint resolution
Data Analytics Review
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Appropriately classify all Dashboard calls for accurate Data Analytics
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Unbooked Call review and accurate call categorization
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Periodic data evaluation & team performance update reports (upon request)
Optional English/Spanish Translation Services
This option is great for shops from 1-4 trucks, who do not have any CSRs, but may have an Office Manager/Dispatcher, and want to grow their team with the right support while keeping office overhead costs low. This smaller pool, means more attention to detail! Your account is paired with at minimum two CSRs (one who primarily serves your team while backing another, and their backup to help support during breaks) who receive account-specific training to support your business, If you book 2-4 calls per day per tech, and experience a volume of 500-1250, this is a good fit for you. This is NOT an answering service; this is a duo CSR team working with just a small pool of clients to keep costs down and coverage & excellence of service high!.
(Costs: Appx the cost of 3/4 CSR)
OPTION 3: Dedicated CSR Support
Full-Service Dedicated to your Company!
This option is great for shops who may have CSRs and OM/Dispatchers, and who want flexibility and customizability without the constant turnover training lost time and $. We hire/train/certify, and then you take and develop based off of your shop qualities and customizations, saving countless hours!
The Dedicated CSR can cover the volume of approximately 4-5 trucks. If you book 2-4 calls per day per tech, and experience a volume of 500-1250 calls per CSR, this is a good fit for you.
(Costs: Appx 1 CSR)
Fully Dedicated Means Premier Service!
Is your office larger, with other employees serving your customers? Are you ready to grow, but not enough space, or want to have a pre-trained and Service Titan Certified CSR without the costs of the rest of the office? Get all the amazing support and savings by hiring your CSR through us!
Your Dedicated CSR is:
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Trained in all of Option 1 and has received Option 2 training as well before being eligible to serve you as a Dedicated CSR (a $7-10k value!)
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Flexible and able to take our best-practices and training to increase your office efficiency
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Able to perform additional duties from our Other Services that are separate from our pooled and Enhanced CSR options
Should life circumstances make your DEDIATED DISPATCHER not work out during the contract, SVP will supply a Dedicated Dispatcher of commensurate level, and provide training, so you're getting like-for-like and not going back to the beginning again and ensure minimal impact on your business, and most importantly, your time!
BENEFITS OF OUR STAFFING OPTIONS
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Direct lead chase - Texting and email follow-up along with calls so we can meet the customer where they’re at.
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We even offer service options to call back customers who called after-hours and weekends and got the answering service.
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As an extension of your office and part of your team, there is no one who can do a better job since we know your systems and are a part of your team!
Because we are a true extension of your office, we have the ability to track every lead in Service Titan so you can see the results
Notes are kept meticulously in Service Titan for you to make educated decisions on which campaigns to spend your marketing money
Our services save you money, and our success is your success!
SVP Office Intuition employs a team of
SERVICE TITAN CERTIFIED COACH PROVIDERS
that are trained not only in the best practices of each position - CSRs, Bookkeepers, Office Managers - we also teach Service Titan best practices so that your staff learn how to put to use as many aspects of Service Titan as possible, increasing their efficiency and your bottom line!
CUSTOMER SERVICE TRAINING &
BOOT CAMPS
SERVICE TITAN CONSULTING & TRAINING
STAFFING: CSR/DISPATCHER/OM
MEDIA MARKETING SUPPORT
OTHER SERVICES PROVIDED
Customer Service Training Options
Our services give you multiple options of premium support.
Create a culture of learning in your company, giving as much attention to your office customer service team as you do to your field team!
COURSE: Customer Service Training
Best-Practices
Your OFFICE is the bedrock and foundation of your business. Every service industry requires good people answering the phones, working one-on-one with your customers, and booking calls to keep your field trucks running. A good Customer Service Representative is essential: this is the element that can propel you toward success, or break your company.
How do you create great customer service?
Through defined, streamlined, and efficient Best-Practices and SOPs (Standard Operations Procedures).
CSR Best-Practices Training Includes:
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The team at SVP Office Intuition will help your staff create a written set of Customer Service procedural operations, so that everyone on your team, whether they are your Customer Service Representative, your Office Manager, or yourself, know exactly how to handle any situation that occurs
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Instruction on how to imbed your SOPs into your CRM system, so it's visibly present at every call!!!
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Focus on call scripts, overcoming objections, teaching "ruiners"
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Answers to your questions, to ensure that each individual employee walks away with a path forward in implementing the new practices in their office
BENEFITS:
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Improving the individual skills of your employees
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Creating consistency of operation across your office team
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Boosting your team's self-confidence in booking each and every call
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Builds community and increased teamwork
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Lower employee turnover rates
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Increase to your revenue and bottom line
VIRTUAL & IN-PERSON TRAINING AVAILABLE
SCHEDULING & DISPATCH BOARD BEST PRACTICES for Dispatchers
ADMIN FIELD-TO-OFFICE COMMUNICATION ON INBOUND CUSTOMER CALLS
CONVERTING
QUOTES TO
SIGNED CONTRACTS
INBOUND AND OUTBOUND STANDARD SERVICES
CAPTURING
UPFRONT JOB
DEPOSIT PAYMENTS
IMPROVE OFFICE EFFICIENCY AND UNIFORMITY OF CALL HANDLING
With over 25 years of experience in the service industry, and created by owners with multi-business service industry experience, we at SVP Office Intuition have successfully developed and mastered successful systems and protocols needed for Electrical, HVAC, and Plumbing industry leaders to build a strong and profitable company; we know personally what it takes to operate and maintain a thriving office in the Service Industry.