Description
In this episode, Josh sits down with Jacqueline "Jax" Youngdahl, Training Specialist at HomeX, to discuss the company's four-week CSR training program. Jax shares how HomeX has scaled its call center from fewer than 20 agents to 60+, all while maintaining a strong focus on customer experience, confidence-building, and practical ServiceTitan training. From service calls and memberships to estimates, conversions, and task management, Jax explains how she introduces complex concepts in manageable stages, creates an engaging learning environment, and helps new hires build the confidence they need to succeed on the phones.
Join us as we discuss:
[5:15] How to create a positive learning environment for new CSR hires
[14:47] How ServiceTitan Academy supports the overall training process and why every entry in ServiceTitan is fixable
[30:31] When you know it’s time to push new CSRs out of the nest
Check out these resources we mentioned during the podcast:
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