Resources

Callback SOP - Second-Visit Execution

This SOP exists to protect you, the customer, and the company during callback visits. Callbacks are not automatically failures. Most issues come from overlooked variables, scope decisions, or declined recommendations. This process ensures we verify CYA first, then correct the issue professionally.

Service Manager Workiz Audit Sheet

This checklist is used by Service Managers to audit completed service calls in Workiz. Every closed job should pass this audit. Missing items must be addressed with the technician.

Service Call Execution - In-Home Flow

This document defines the required in-home service call flow for Service Technicians at Gold Eagle Services. This is the physical call sequence inside the home, separate from Workiz clicks. Every service call must follow this order to ensure consistency, thorough diagnostics, indoor air quality awareness, and a 5‑star customer experience.

Workiz Workflow

This document defines the Workiz workflow for Service Technicians at Gold Eagle Services. Consistent use of Workiz protects the company, supports customer communication, documents system conditions, and ensures clean handoffs between service, sales, and office teams.

Offer Letter Templates

This is the standardized offer letter template for all Gold Eagle Services roles. It is intentionally streamlined and written in a natural, professional tone so it can be used across departments while still allowing role-specific customization.

GES Offer Letter Email Template

This template is used when extending a formal job offer to a candidate after management approval and a clear background check. This email should only be sent by HR or ownership once Step 4 of the hiring process is reached.

GES Hiring Process

The GES hiring process is designed to ensure: Consistent evaluation of candidates Clear authority at each stage Proper documentation and compliance Alignment with GES standards and culture

CSR CALL SCRIPTS & CALL FLOW PLAYBOOK

This document defines how CSRs handle calls from start to finish, including required scripting, booking standards, pricing disclosure, and expectation setting. Scripts are guidelines, not rigid word-for-word requirements. Tone, confidence, empathy, and clarity matter more than memorization.

ROLE OF THE CUSTOMER SERVICE REPRESENTATIVE & COMPANY EXPECTATIONS

OUTBOUND CALLING, FOLLOW-UPS & SCHEDULING

Outbound calling is a core operational function, not a sales task. Its purpose is to support technician productivity, customer care, and company stability, especially during slower periods. This document explains: Why outbound calls matter When they are used How to execute them properly What to say in common scenarios