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Free live webinar

I went through three CSRs before I admitted the problem was me

I hired a CSR, told her to answer the phones, and gave her nothing. Then I did it again. And again. Nicole Rivera from Jill's Office walks through how her team trains a new CSR before they ever take a live call.

DATE
Tuesday, October 20
TIME
1:00 PM ET
LENGTH
45 minutes
COST
Free
Save my seat
1.0

Bad hire or no training?

Most owners hire a CSR, sit her next to the phone, and hope.

When it doesn't work, we call it a bad hire and start over.

I did that three times before I figured out the problem was the training. Not the person.

Your CSR is the first person a customer talks to. If she was never trained, every call is a coin flip.

2.0

What we are covering

  1. 01The three CSRs I burned through, and what I wish I had given them on day one.
  2. 02A simple training path for a new CSR, from first day to first live call.
  3. 03How Jill's Office trains for 14 days before an agent takes a single live call.
  4. 04The scorecard: how every call gets graded across 7 categories and 38 specific criteria.
  5. 05Weekly call audits once a CSR is live, so you catch problems before your customers do.
  6. 06Open Q and A.
3.0

Who you will hear from

Bill Brown headshot

Bill Brown

HOST, SERVICETITAN HACKS

Built and sold an INC 5000 HVAC company. Runs the 11,000 member ServiceTitan Hacks group. Hired three CSRs before he fixed the training.

Nicole Rivera headshot

Nicole Rivera

DIRECTOR OF SALES AND MARKETING, JILL'S OFFICE

Entrepreneur and team builder with nearly 20 years in sales, leadership, and company culture. She has worked alongside thousands of small business owners, helping them use strategy, delegation, and people to grow.

4.0

Who this is for

  • Owners who have hired a CSR and watched it not work out
  • Office managers and CSR leads who train new hires
  • Anyone booking calls in ServiceTitan, Housecall Pro, or Jobber

No sales pitch and no demo. This is about how to train the person answering your phones.

5.0

About Jill's Office

Jill's Office is a live answering and virtual receptionist team for home service contractors. Every receptionist is hired and trained in Utah. New agents train for 14 days before their first live call, then spend a full quality week with trainers on every call. Once live, calls are audited every week.

Save your seat

Tuesday, October 20 at 1:00 PM ET. Free. Can't make it live? Register anyway and we'll send the replay.