Memberships & Customer Value
What membership provides two preventive HVAC visits and 15% discounts on eligible repairs, services, and consumables?
Maintenance+.
What does HVAC stand for?
Heating, Ventilation, and Air Conditioning.
What does CCLC stand for, and when is this type of ticket used for an estimate opportunity?
Customer Convenience and Loyalty Call. After the center closes at 5 p.m., submit a CCLC ticket for next-day Residential Sales Consultant follow-up.
A Maintenance+ HVAC member says, “Everything works with my unit; I am due for my seasonal check.” What is it?
Maintenance
A caller requests dishwasher repair. Should you book it?
No. Pre-installed household appliance repair is outside the documented service scope.
*Always check the Consolidate Capacity Portal and if unsure, reach out to your Regional Service Center chat.
A homeowner says, “Why pay for maintenance if my system works?” Name two customer benefits.
Preventive inspections can identify developing issues; eligible member benefits include repair discounts and priority service.
Which HVAC component typically distributes warm air through ducts: a furnace or a boiler?
Furnace
A customer says, “My 15-year-old AC has needed three repairs.” What two opportunities are present?
Address any current malfunction through demand service; offer a Residential Sales Consultant replacement estimate.
A non-member wants a prewinter furnace check, with no problems. What is it?
Tune-up
A caller wants plumbing service, but you cannot confirm that center offers it. What do you do?
Check the Capacity Portal or approved center guidance before booking.
A customer wants replacement equipment without a large upfront purchase. Which membership program might fit?
Advantage
How does a boiler deliver heat differently from a furnace?
A boiler heats water (or steam) for hydronic/radiant distribution; a furnace heats air delivered through ducts.
At 3 p.m., a homeowner wants a new furnace estimate. What is the next step?
Use the approved normal estimate-booking pathway for an RSC, subject to center availability.
A Maintenance+ member says, “My AC blows warm air.” What should be booked?
Repair/demand service.
A caller asks for an exact diagnostic fee, but membership and center are unknown. What do you do?
Verify customer membership, center, current fee and promotions before quoting.
A Maintenance+ member says the AC stopped cooling. Is this a maintenance appointment?
No. It is a repair/demand service request
DAILY DOUBLE:
A customer asks how a heat pump (reverse AC) can heat and cool. What is the simple explanation?
A heat pump moves heat between indoors and outdoors; it typically uses electricity and can both heat and cool.
At 6:30 p.m., a customer reports a broken heat pump and asks about replacement. What are the next steps?
Handle the immediate repair through the appropriate demand service process and submit a CCLC for next-day RSC follow-up about replacement.
A non-member asks for a tune-up because the furnace keeps shutting off. What is it?
Repair/demand service.
A homeowner reports a strong gas smell near the furnace. What takes priority?
Safety: stop normal booking, advise leaving the area and contacting emergency services/gas utility from a safe place, then follow approved escalation procedure.
Compare Maintenance+ and Advantage in plain language.
Maintenance+ provides two preventive maintenances and eligible member benefits for owned equipment; Advantage is an equipment program with monthly payments and included services under its terms.
Name three indoor air quality (IAQ) products and what they do.
Air filter/cleaner: captures airborne particles; humidifier: adds moisture; dehumidifier: removes excess moisture.
A customer says, “My unit works, but bills are rising and I keep paying for repairs.” How do you explore the opportunity?
Ask a relevant discovery/probing questions; offer an RSC consultation about replacement/Advantage if interested; discuss Maintenance+ benefits when appropriate; book estimate or CCLC based on center hours.
A member requests HVAC maintenance but reports water leaking from the tankless water heater. What should the agent do?
Clarify the leak and prioritize repair/demand service assessment rather than routine maintenance.
A homeowner has two HVAC systems and wants maintenance on both. The homeowner is an Advantage HVAC member. What must be checked?
Identify both units/locations, membership coverage for each, and authorized scheduling capacity.