Service Office Administrative Support
Our specialty is providing technology-based services that are custom configured around the way you do business. We provide fully trained, career-focused individuals eliminating your need to recruit, hire, train and maintain the resources for performing all administrative tasks associated with your service company. We help your company build strong relationships with your customers by eliminating abandoned calls, providing quicker response times, and keeping your customers informed with messaging personalized for your service company.
Never worry again about absenteeism, workman’s compensation, benefits, or the labor board. Just concentrate on delivering exceptional in-home services, growing your service revenue, and increasing your bottom line.
Tasks that We Perform
- Inbound and Outbound Contact Center Service
- Escalated Calls Management
- Job Appointment Scheduling, Confirmations, Reminders and Rescheduling
- Parts Research, Lookup & Order Confirmation
- Warranty Claims Adjudication, Processing and Management
- Investigate and insert missing claims data
- File claims manually utsing your Business Management Software or via Service Administrators’ portals.
- Correct incomplete/inaccurate claims
- Verify Parts Distributors’ invoices using theirwebsites when making corrections
- Obtain Pre & Post Authorizations
- Escalate Rejected Claims with Manufacturer to resolution
- Post Claim Payments to your Business Management Software (if applicable)
- Verify warranty entitlement including obtaining customer proof of purchase
- If repair was COD, contact customer for credit card payment details
- Call for Third Party & Manufacturer Authorizations
- General Office Support & Administration
Real-time Analytics
& KPI Monitoring
Our easy-to-understand visual analytics gives you all the data you need to make the right decisions. Filter by team or agent or date and set custom KPIs for your team to aim for and achieve.
Designed to help you offer exceptional customer service, our dashboard always monitors the outcome of calls, disposition codes, and key metrics to help you optimize every step of your workflow.
Our Services
Inbound Contact
Center Service
Inbound Contact Center Service
We manage scheduling calls for appliance service centers all over the country. We handle each center using their own service management software with immediate updates and complete security and confidentiality.
Outbound Contact Center Service
Outbound Contact Center Service
Our live agents call customers to confirm information or we automate using customized caller id, toll-free calling or texting to remind or update customers about the status of their service appointment.
Service Office Administrative Support
Back Office Services
Reallocate your resources to other important projects let us to the tedious, repetitious work such as making sales calls, filing insurance and warranty claims, routing technicians, placing orders, data entry and more.
Automated
Calling
Automated Calling
We specialize in helping service centers, offering low cost methods through technology.
Good Communication = Good Business.
Text Messaging with Customer Consent
Text Messaging with Customer Consent
Send the right message to the right customer at the right time – automatically. Update the customer that the technician is on the way thru our Intelligent SMS Solution.
Customer
Surveys
Customer Surveys
Ask your customer on a scale of 1-5 how would they rate their service using a friendly automated voice call and collecting answers immediately. Surveys can be as simple as one question or as complicated as you like to get what you need for pennies a minute.
Each JPO Agent Includes the Following:
- Computer/telephone hardware and software including Microsoft 365
- Bamboo HR - a tool used to keep track of your agents HR information
- KRISP - high end software removes background voices, noises and echo from phone calls
- Time Doctor - time and productivity tracking software including screen captures during work hours
- Beyond Trust - cyber security access to all your portals. (logins are not given to agents)
- Industry and your Business Management System training
- Salary, Regularization and first year increase including night shift differential
- Mandated Government Benefits including 13th month Pay
