Your CSRs Are Sitting on Untapped Revenue. Here’s How to Fix It.

A great service won’t grow your business if your customer experience is weak. And that experience starts with one of the most overlooked roles in your company—your Customer Service Representatives (CSRs).

In this episode of Catalyst for the Trades, Jennifer Bagley sits down with Brigham Dickinson of Power Selling Pros to break down the real impact of CSRs on revenue, retention, and growth. Crystal Williams of Lemon Seed Marketing joins the conversation to connect the dots between branding, communication, and customer trust.

If you’ve been treating your CSR team like an admin function, it’s time to rethink everything.

Why This Matters More Than You Think

Most home service companies pour money into lead generation and technician training. But without a strong front line, those leads don’t convert and your brand suffers. Trained CSRs can be the difference between a booked job and a lost customer.

What You’ll Learn in This Episode

1. CSRs Are a Revenue Channel

They don’t just answer phones. They handle objections, upsell services, and set the tone for the entire customer journey.

2. Training Your CSR Team Is a High-ROI Move

Just like technicians, CSRs need tools, scripts, and coaching to deliver consistent, high-quality results.

3. Every Call Is a Chance to ‘Wow’ a Customer

The first impression matters. Brigham shares real examples of how CSRs can turn routine calls into memorable experiences.

4. A Strong Training Culture Pays Off

Companies that train CSRs consistently see higher booking rates, better reviews, and fewer issues downstream.

5. Outbound Calls Can Drive New Growth

Your CSR team can do more than just react. With the right strategy, they can follow up, re-engage lost leads, and create fresh revenue.

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The Bottom Line

Customer experience starts with the first call. If your CSR team isn’t equipped, engaged, and trained to convert, you’re leaving money on the table. This episode shows you exactly how to turn that around.

🎧 Listen now to learn how to upgrade your CSR strategy and turn your front line into a revenue-driving machine.

Meet Your Hosts

Jennifer Bagley

Jennifer Bagley is the CEO and founder of CI Web Group, an AI-enabled marketing agency helping home service businesses achieve exceptional growth. With over 15 years of experience, she has led companies to significantly increase their leads and revenue through innovative strategies and emerging technologies. Her 12 Step Roadmap to Accelerated Results is a trusted framework for HVAC, plumbing, and electrical companies looking to expand their markets and achieve lasting success.

Chuck Staszkiewicz

Chuck is an accomplished entrepreneur and growth strategist, renowned for scaling All Hours Plumbing into a $20 million industry leader before its successful sale in 2023. A co-founder of The Opus & Golds Group, he helps companies grow through innovative strategies and operational excellence. Through his work, Chuck continues to inspire entrepreneurs to achieve their highest potential.

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