The Service Operator
Checklist

CSR Hire & Ramp Kit (Scorecard + 30‑min Phone Screen + 2‑Week Ramp + ST/Jobber/HCP Tracker)

A shop‑floor checklist to hire and ramp a CSR who books more of the calls you already get. Includes a weighted hire scorecard, a 30‑minute phone screen, a two‑week ramp, and per‑CSR booking‑rate tracking for ServiceTitan, Jobber, and Housecall Pro.

Use this to hire and ramp a CSR who reliably books first‑time inbound service calls. Booking rate = jobs booked ÷ call leads (calls ≥60 seconds or manually marked Is Lead); track it by CSR and publish weekly. A 10‑point lift on 500 monthly calls is ~50 more jobs — plug in your average ticket to estimate revenue.

  1. 1

    Set the KPI and scope it to bookable calls

    Decide which call reasons count (e.g., no cooling, no hot water, clogged drain) and measure first‑time inbound service calls only.

  2. 2

    Turn on recordings and require classification

    Enable call recording and make lead/non‑lead tagging mandatory in your phone/CRM so the booking‑rate math is trustworthy.

  3. 3

    Wire up per‑CSR tracking (ST/Jobber/HCP)

    ServiceTitan: use CSR/Agent Scorecards with the 'Is Lead' definition; Jobber: connect CallRail/OpenPhone and pair calls to jobs by ‘Created by’; Housecall Pro: enable Voice and filter Reports by employee.

  4. 4

    Build the one‑page hire scorecard

    Score seven traits with weights — Rapport(15), Pace(10), Control(15), Discovery(20), Objections(15), Data accuracy(10), Tool nav(15); pass threshold ≥75%.

  5. 5

    Prep the 30‑minute phone‑screen simulation

    Write 2–3 prompts from your top scenarios plus a price‑shopper objection (e.g., HVAC no cooling, no hot water, clogged drain, tripping breaker); open a booking screen so the candidate types while talking.

  6. 6

    Run the 30‑minute phone screen and decide

    10 min behavioral Qs, 15 min scored simulation, 5 min debrief; hire only if they control the call and meet the pass score.

  7. 7

    Week 1 Day 1 — Orientation + recordings

    Set the target; play 5 booked and 5 lost calls; show exactly how to classify leads and where to find recordings.

  8. 8

    Week 1 Day 2 — Greeting and call control reps

    Drill the opener and agenda set 10 times each; coach tone, pace, and a clear next‑step close.

  9. 9

    Week 1 Day 3 — Discovery and data capture

    Practice the six must‑ask questions per top scenario while filling the booking screen; aim for zero missed fields.

  10. 10

    Week 1 Day 4 — Price/refusal handling

    Role‑play resets for 'just need a price' and 'can’t do today' until they can confidently land a time window.

  11. 11

    Week 1 Day 5 — Tool navigation drill

    Create dummy jobs from 10 recordings: add tags, schedule windows, note dispatch rules, and save notes without mouse‑hunting.

  12. 12

    Week 2 Day 6 — Shadow live calls

    Listen to a senior CSR for the morning and tag booked/unbooked with reasons; do a 15‑minute review of 3 booked and 2 lost calls.

  13. 13

    Week 2 Day 7 — Reverse‑shadow

    Trainee runs the call while a senior sits beside for corrections; target 8 calls across top categories and log outcomes.

  14. 14

    Week 2 Day 8 — Live calls with guardrails

    Take the next 15–20 inbound calls; senior monitors silently and steps in only on safety/policy misses; re‑listen to 5 recordings for coaching.

  15. 15

    Week 2 Day 9–10 — Expand, certify, and publish

    Add one secondary category and after‑hours rules; certify on 10 solo calls with ≥80% booking on top categories; publish the first per‑CSR booking rate and schedule a weekly 15‑minute review cadence.