Contact Center
Logistics & Dispatching
Parts and Fulfillment
Operations
SOP Story
100
When a customer reports a leak, this is the first thing we ask them to do, if safe.
Shut off the water supply
100
The most important factor in how technician schedules are created
Right Tech, Right Call (AKA Revenue)
100
We primarily install which brand of unit
Carrier
100
Matt Stewart's position is:
Integrator / COO
100
What is the scripted greeting that our Contact Center uses to answer the phone?
Thanks for Calling Dad, this is NAME, how can we help?
200
THIS should be confirmed prior to scheduling a parts job
Part Availability / Confirmation of arrival
200
On average, how many individual chats are Logistics team members working with daily?
40-60 (Technicians, managers, Emily, CSR, customers, etc.)
200
What is this: 
Evaporator Coil
200
Who is the current Hickory Service Manager?
Spencer Gowers
200
The call you're booking is a third callback. Who should be assigned to this call?
The Service Manager
300
We always do this before placing a customer on hold.
Ask for permission
300
When conducting a post job audit - name 3 things you check?
Business Unit, Job Type, Callback / Warranty status, Tags, Invoice Notes, Follow Ups
300
Once completed, the parts tracking sheet must be sent to two chats. Which ones?
CSR/Logistics chat, Parts & Smarts
300
This person runs all of the Dad University trainings for new HVAC techs, plumbers and leadership.
Katie Fagan
300
When creating a meeting on the dispatch board, the Logistics Analyst should only use THESE
"Off" shifts
400
This is the number of plumbing maintenances included in our FFP
1
400
What qualifications must be met for a Dad's on the Way job?
Emergent, FFC Member, between Midnight and 8 AM.
400
Name the tool which allows technicians to get AI assistance on diagnoses, part information and vendor information
Bluon
400
Name 3 of the 4 Phone Sales Comfort Advisors (FIRST AND LAST NAME)
Brandon Brinkley, Tyler Robinson, Adam Settle, Chris Willis
400
When a technician is done for the day, he/she must do THIS first
Confirm with dispatch and get an all-clear
500
If an appointment is not available, you book it with THIS tag and for THESE hours
Standby - 8 AM to 10 PM
500
What do these have in common: Mt. Pleasant, Goose Creek, and Isle of Palms?
All Charleston regions we service
500
What is this parts FULL name
Thermostatic Expansion Valve (or TXV for short)
500
Name all of the Regional Managers and their regions within 30 seconds
ASH/GV - Travis Roper
CLT / HKY - Dylan Clemmons
RAL / WIN - Dalton Huffman
CHS / COL - Matt Neiger
500
If a technician is looking to book a next-day parts job, he/she must do THIS first
Confirm availability of the part with the vendor