CSR (Customer Service Representative)¶
Last Updated: February 2026
Your hub for everything you need as a CSR at Scott Recycling. This page links to the guides, training, and tools relevant to your daily work.
Get Started¶
If you're new, work through these in order:
- Getting Started with Odoo — Login, navigation, finding your apps
- Customer Management Mastery — Queue system fundamentals and customer management
- CSR Sandbox Workout — Hands-on practice in a safe environment
- Advanced Call Techniques — Professional phone skills
Your Daily Apps¶
| App | What You'll Do There | Guide |
|---|---|---|
| Scott Recycling | Work call queues (A/B/C/D), prospect outreach, log calls, schedule pickups | Call Queues · Prospects · Scheduling Pickups · Service Visit Calls |
| Email Marketing | Send pickup request emails to customers | Email Pickup Guide |
| SR Operations | Check your daily KPIs and performance | KPI Guide |
| Helpdesk | Submit IT tickets, report system issues | Helpdesk Guide |
| Attendance | Clock in/out, view your attendance records | Attendance Guide |
| Time Off | Request time off, check your balances | Time Off Guide |
| Dashboards | View call and performance analytics | Dashboards Overview · Calls Dashboard |
| Scott AI (Sam) | Understand AI call transfers, review call context | Scott AI Guide |
| CRM Phone Calls | Log and schedule phone calls, track call history | CRM Phone Calls Guide |
| Contacts | Look up customer info, addresses, history | Getting Started |
Daily Routine¶
Morning (8:00 AM)¶
- Log in to Odoo — open Scott Recycling and SR Operations
- Check your queue assignments — see which queues you are assigned to today (A, C, or D)
- Review follow-ups — check any notes or callbacks you scheduled from yesterday
- Quick KPI check — open SR Operations to see where you stand from yesterday and reset your mindset for today
Morning Calls (8:30 – 11:30 AM)¶
- Work Queue A (Due for Call) — these are your highest-priority existing customers who are due for outreach
- Call consistently — aim for 40-45 calls in this block
- Log every contact — after each call, log a Successful Contact or Failed Contact immediately
- Schedule pickups — when a customer is ready, schedule through Add a Note
- Watch for escalations — if a customer has been escalated or has a DM issue, they may belong in Queue B (see Escalation Procedures below)
Late Morning (11:30 AM – 12:00 PM)¶
- Update notes — make sure all call logs are complete and accurate
- Review the morning — how many calls, conversations, and pickups so far?
- Eat lunch
Afternoon Calls (1:00 – 3:30 PM)¶
- Continue Queue A or switch to Queue C (Needs Attention) and Queue D (Pickup Requested)
- Prospect outreach — if assigned, work the Prospect Queue for new customer acquisition
- Service visit calls — make confirmation calls for pickups scheduled tomorrow and verification calls for today's pickups
- Push toward daily targets — aim for 125 total calls by end of day
Wrap-Up (3:30 – 4:00 PM)¶
- Final KPI check — open SR Operations → My Performance and see where you ended up
- Schedule follow-ups — set callbacks and notes for customers who need a follow-up tomorrow
- Log any remaining contacts — do not leave unlogged calls overnight
- Review tomorrow's queue — glance at what is coming up so you are prepared in the morning
How Do I...?¶
| Task | Where to Go | Steps |
|---|---|---|
| Work Queue A (Due for Call) | Scott Recycling → Customers & Sales → Queue A | See Call Queues Guide |
| Log a successful contact | Open customer → Log Successful Contact | See Call Queues Guide |
| Log a failed contact | Open customer → Log Failed Contact | See Call Queues Guide |
| Work the Prospect Queue | Scott Recycling → Customers & Sales → Prospect Queue | See Prospect Guide |
| Schedule a pickup | Open customer → Add a Note → Schedule Pickup | See Scheduling Guide |
| Make confirmation/verification calls | Call day before and day of every pickup | See Service Visit Calls |
| Send a pickup email blast | Email Marketing → Mass Email from Filter | See Email Guide |
| Check my KPIs | SR Operations → My Performance | See KPI Guide |
| Look up a customer | Contacts → Search | Getting Started |
Escalation Procedures¶
When Does a Customer Move to Queue B?¶
Queue B is the Escalation Queue. Customers land here when they need manager attention. A customer should be escalated when:
| Situation | What to Do |
|---|---|
| Customer is marked as escalated in the system | They will automatically appear in Queue B — notify your manager |
| Customer has a complaint you cannot resolve | Log the issue in the chatter, mark the customer as escalated, and notify your manager |
| Customer threatens to cancel service | Do not argue — empathize, log the details, escalate to Queue B |
| Customer has a billing or contract dispute | Log the specifics, escalate — CSRs do not handle billing disputes |
| Customer requests to speak with a manager | Escalate immediately — do not try to handle it yourself |
Escalation Is Not Failure
Escalating a customer to Queue B is the right call when the situation is beyond your authority. It protects the customer relationship and gets the right person involved quickly.
When to Involve Your Manager Directly¶
- A customer is angry or abusive — you do not have to tolerate verbal abuse
- A high-value account has a problem (large pickup volumes, long-term contracts)
- You discover a system error affecting multiple customers
- You are unsure whether to schedule a pickup due to conflicting information
Your KPI Targets¶
Your targets depend on your CSR role. Check with your manager to confirm which role applies to you.
CSR Existing Customers¶
| Metric | Daily Target |
|---|---|
| Calls Made | 125 |
| DM Conversations | 25 |
| Pickups Booked | 3 |
Prospector¶
| Metric | Daily Target |
|---|---|
| Calls Made | 125 |
| Conversations | 30 |
| Pickups Booked | 2 |
| New Customers | 1 |
CSR New Accounts¶
| Metric | Daily Target |
|---|---|
| Calls Made | 100 |
| Conversations | 35 |
| Pickups Booked | 2 |
| New Customers | 3 |
For full details, see Understanding Your KPIs.
Your First Week¶
Here is what to expect during your first week as a CSR at Scott Recycling.
| Day | Focus | Goal |
|---|---|---|
| Day 1 | System setup and orientation | Get your Odoo login, tour the office, meet the team, complete Getting Started |
| Day 2 | Training courses | Complete Customer Management Mastery and the CSR Sandbox Workout |
| Day 3 | Shadow a senior CSR | Listen to live calls, watch how they work the queues, ask questions |
| Day 4 | Make your first calls | Start with Queue A under supervision, log your contacts, schedule your first pickup |
| Day 5 | Solo with support | Work the queues on your own, check in with your trainer mid-morning and mid-afternoon |
Ask Questions Early
There are no bad questions in your first week. It is much better to ask "should I escalate this?" than to handle something incorrectly. Your team wants you to succeed.
Training Courses¶
| Course | Duration | What You'll Learn |
|---|---|---|
| Customer Management Mastery | 45 min | Call queues, prospects, customer retention |
| CSR Sandbox Workout | 60 min | Hands-on practice with queues, logging, scheduling |
| Advanced Call Techniques | 30 min | Phone skills, de-escalation, SPIN selling |
| Inventory & Shipping Operations | 30 min | How devices are processed and shipped |
| Leadership Development | 20 min | Growth and leadership skills |
Questions? Ask your supervisor or post in the team chat.