Leads
Customer Requests
Service Requests
Business Units
Memberships
100
Name this Lead Source:
Angi's List
100
Customer is asking to speak with Keisha. What actions must be taken prior to transferring the call?
1. Verify account information
2. Ask the reason for the call
3. Note the corresponding Job of the transfer
100
Customer is replacing their electric stove with a gas stove and needs their gas line extended. What Job Type would be used?
HVAC Mechanical Estimate
100
What Business Unit must be used for Recall and Warranty Call Jobs?
The same Business Unit as the original Job
100
Does Thermo Direct offer a month to month membership?
No
200
We receive a lead with an address that is outside of our service area. What two actions should be taken?
1. Enter the lead information into ServiceTitan
2. Leave note regarding the Lead Source on the Location Page
200
Customer is asking for a ballpark price for a new water heater and will NOT book an appointment until this has been provided. What actions should be taken?
1. Ask all questions listed in the WATER HEATER SALES EVAL Job Summary
2. Submit a Task to Dispatch providing the information you have gathered, requesting the ballpark estimate
3. Advise the customer that a Dispatcher will be in touch with them within the next 24-48 business hours to provide the requested pricing.
4. Verify contact information for the customer
200
CX is waiting on parts for an upcoming repair. CX is upset and adamant that temporary heat needs to be provided while they wait. What do you do?
Transfer to Dispatch and note the Job that is on hold
200
Which Dispatcher handles the Plumbing Service and Plumbing Maintenance Business Units?
Keisha
200
How are the Terms and Conditions of Thermo Direct's membership provided?
Attached to the invoice
300
Under what ServiceTitan account are Local Services by G and Unbounce leads to be added to?
Unbounce/Local Service by G
300
Customer is asking for pricing on refrigerant (FREON). As we do not have this pricing in office, name 3 phrases that can be used to build value in an appointment.
1. We can provide a certified Technician to ensure that all issues with the system are being addressed
2. Our Technician's will be able to fill your refrigerant on site as they will arrive with a fully stocked truck
3. Once the system is evaluated, alternative refrigerants may be used to ensure you're receiving the best price
300
CX calls on Saturday morning and reports that they had a gas leak and the gas has been turned off. The CX has indicated that this is a rental property that is currently vacant. What day would this be scheduled for?
Monday / at the earliest and depending on available capacity
300
CX had a fireplace repair man confirm that the issue with their fireplace is related to the gas line. What Business Unit would this Job be booked under?
HVAC SERVICE
300
What Thermo Direct membership offers a whole home Plumbing inspection WITHOUT a WH flush?
NONE
400
What must be included in the first note when submitting a lead follow-up?
1. Lead Source
2. Service Request
3. Any notes the CX left
4. Action taken by the CSR
400
A customer is asking for their Warranty documents to be emailed to them. Name two places these documents can be found?
1. Under ATTATCHMENTS on the Location Page
2. In the AUDIT TRAIL of the original install Job
400
Service Request:
Customer is asking for an estimate to install an Whole Home Humidifier.
What Job Type is used?
HVAC Diag
400
Which Dispatcher handles the HVAC Install Business Unit?
Landice
400
Once a membership is sold in Servicetitan, how long does the CX have to provide payment for that invoice?
Immediately.
500
Name this Lead Source:
Angi's Ads
500
CX returns a dispatcher's Happy Call and the CSR leaves a note on the Job regarding the CX's satisfaction. What other step should be taken?
The Happy Call Attempted TAG on the Job should be changed to Happy Call Completed.
500
CX is texting in that they want to cancel their Sales Evaluation appointment. What is the best course of action?
Advise the CX that a Project Manager will be contacting them shortly to assist with the cancellation of their appointment.
Then chat Morgan and Amaya of the cancellation request.
500
CX would like to add a gas line so they can change from an electric stove to a gas stove. What Business Unit would be used for this Job?
Sales
500
Member has a 360 membership that is in good standing. How long with their extended warranty?
5 yrs