HVAC
What is the Service Charge for a regular hours service call for Residential with no membership?
$99
The customers home is backing up, what do we need to ask before proceeding with the call?
Is there an accessible clean out?
How long before the service call do technicians call the customer?
20-30 minutes ahead
Where do you go to sell a new membership?
Customer or Location page > Actions > Sell Membership
Who handles Commercial Dispatching?
Tanner Choate
A customer calls in to schedule their Maintenance Tune up & mentions their unit is not currently blowing cool air, how do you handle this situation?
We would need to book 2 jobs, the first for the tune up and second for the service issue.
A customer would like us to come out and replace their kitchen faucet. What do we need to make sure of before scheduling the call?
Customer provided or Air Assurance provided
Where do you find you call metrics?
Dashboard
Caller for a Commercial property wants to schedule their Maintenance/Tune up how do we handle this?
Transfer to Tanner
Who is the office manager for Air Assurance?
Melissa Franklin
What system is commonly found in rural areas?
Heat Pump
What Job Type do we schedule an estimate for a Water heater under?
Sales Estimate Water Heater
Where do you look for information regarding what service was performed while at a customers home?
Invoice for the job they are asking about
When scheduling the 1st visit on a membership what tag must be on the job regarding payment for the membership?
CSR collected or Tech to collect
Who is the Plumbing manager?
John Johns
A customer calls in and states their unit is frozen, what must we advise them before finalizing the booking?
The unit must be thawed before we are able to work on it.
A customer calls in and they are a PSP Member, they have a bad leak that is causing flooding in there home, soonest appointment is 2 days from now, how do we handle this call?
Call Dispatch and try to get them in sooner. PSP has priority scheduling so we must make every attempt to get them taken care of as quickly as possible
After every call we must...
Properly classify the call
What is the price for an annual 2 system membership?
$288
Who is the HVAC manager?
Tony Newcomb
Customer calls in their HVAC is not coming on at all, they have one unit and need to get seen same day. You speak with dispatch who agrees to schedule for same day. What tag MUST you add in this scenerio?
Do Not Reschedule
Residential customer calls in stating we were just out to repair a leaking toilet and the issue has returned. How do you book this job? In addition, how do you quote the service charge?
Job Type: Residential - Possible Recall - Plumbing
If issue is related to our previous work there would not be an additional service call charge. If not related, it will start at the $89/$99 service call and the technician will quote any repairs from there
What do you do first when you get a call?
Click the green bubble
What is the price for an Annual PSP membership if the customer has an ESP membership?
$120
Commercial customer would like to setup a new membership, who do you get the call to?
Mike Messlemore