In The Office

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Phones

Your primary job as a Phones pro is to create estimates and make bookings. You will respond to customer enquiries as they come in via the phone, through the website (online enquiries), from email, or from a client visiting the office in person. You are expected to engage with clientele in a friendly and helpful manner at all times, while making sure to clearly explain MWAV's service (what we can and cannot do) and all charges.

On the Phones, you will be directed by the office manager as to what tasks are required from you for your shift. These will mainly be the below:

Incoming calls

All Phones staff share responsibility for answering incoming calls. You are expected to be logged in to the phone system from their start time until the end of the day. If you are working on something other than incoming calls, use the 'pause' button in FileMaker to prevent calls coming through to your phone. If you are away from your desk, or are finishing for the day, use the 'log out' button.

Online Enquiries

These are accessible in FileMaker through the 'Web Requests' button. All phones staff are expected to call online enquires throughout the day when available. Begin by contacting all clients who have requested an estimate for today, then the following day. After that, contact the clients in the order they submitted to the website. You are expected to clear all web requests by the end of your shift. Call all web requests twice, if they do not pick up on the first attempt leave a message with making sure you say where you're from as well as our contact number. Later in the day try and reach them again. If they do not pick up a second time convert the web request into a job and send out the estimate.

Emails

Respond to emails coming into theman@manwithavan.com.au address. If assigned to this by the office manager, you are required to make sure the inbox is clear by the end of your shift. Ask for assistance if there are lots of emails.