Business Units
Job Types:
HVAC CLUB DIAG < 6
HVAC DIAG - MULTI > 10
HVAC DIAG 7/9
Are used with what Business Unit?
HVAC SERVICE
Member is requesting service for their non-operating four year old heating and cooling system.
What Job Type is used for this service request?
HVAC CLUB DIAG < 6
Name three benefits to maintaining your heating and cooling system?
1. Lower power costs
2. Longevity for the system
3. Assists to avoid unwanted break downs
What is the disclaimer to be provided to the non-member when booking an HVAC diagnostic appointment?
"Please turn the system off and the fan to auto at the thermostat."
Name 5 of the HVAC Diagnostic Job Summary questions.
1. Are you the homeowner?:
2. What is the concern?:
3. How long has this concern been occurring?:
4. How many systems are in the home?:
5. Which system is having the concern(if applicable):
6. Where is system located in the home?:
7. When was the system installed?:
8. When was the last time the system was maintenanced?:
9. How many Tstats are in the home?:
10. What is the Tstat reading for the inside temperature?:
11. Do you have have a Home Warranty?: If YES: (Apply Tag to the Job & the Location Page)
12. Will you be utilizing your Home Warranty for any repairs?:
13. Are there any pets in the home?:
Job Types:
PLUMB CLUB DIAG
PLUMBING SALES EVAL
Water Heater Flush
Are used with what Business Unit?
PLUMBING SERVICE
Non-Member would like to add a light fixture in their home.
What Job Type is used for this service request?
EL ESTIMATE RESIDENTIAL
How much does Thermo Direct's single system, 360 membership cost monthly?
$30
You have sold a new membership! What disclaimer must the customer understand during this sale?
"The membership is a year enrollment commitment."
What tag should be added to the Job when the non-member requests a specific arrival window that differs than Thermo Direct 8am-1pm or 1pm-6pm options?
STRICT ARRIVAL WINDOW
Job Types:
EL ESTIMATE COMMERCIAL
GENERATOR SALES EVAL
EL CLUB DIAG
Are used with what Business Unit?
ELECTRICAL SERVICE
Member is stating that their commode is running constantly.
What Job Type is used for this service request?
PLUMB CLUB DIAG
How often should the HVAC Recurring Service Events be performed?
Every six months
Customer has chosen to utilize the electronic check payment option for their membership. What disclaimer must be provided?
"Please be aware that if there is a decline, a $30 returned check fee will be applied to the account and will be owed along with any balance."
Member is requesting to schedule their maintenance, however, there is a balance on the account. What is proper course of action for the CSR to take?
1. Collect the Balance
2. Book the appointment under special Job Type
3. Task to Amari to unsuspend
Job Types:
WARRANTY CALL
RECALL ALERT - HVAC WARRANTY/INSTALL
Are both used with what Business Unit?
HVAC INSTALL
Non-Member is requesting an estimate to replace their heating and cooling system.
What Job Type is used for this service request?
SALES EVALUATION
What are the two billing options for Thermo Direct's residential memberships?
Monthly and Yearly
What is the disclaimer to be provided to the Member when booking an HVAC diagnostic appointment?
"If the issue at this appointment is not related to your system's operation and no repairs are needed, you will only be charged a service fee of $49. However, if there are repairs to be completed on the system that we maintain and you choose to proceed, your service fee will be waived as a valued member."
Customer is requesting to speak to the Technician that was recently at their home. What information must the Task Description include?
1. Reason the customer wishes to speak with the Technician
2. The questions the CX has for the Technician
3. The contact information the customer would like to be used for the callback
Job Type:
HVAC MECHANICAL ESTIMATE
Is used with what Business Unit?
HVAC SERVICE
Member is requesting an estimate for a whole home generator.
What Job Type is used for this service request?
GENERATOR SALES EVAL
Member had their one of their Plumbing Inspection completed 45 days ago and is asking to schedule their HVAC maintenance. When should the HVAC maintenance be scheduled?
45 days from now or 90 days (3 months) from when the Plumbing Inspection was completed.
What is the disclaimer provided to the non-member when booking a recall or warranty appointment?
"If the current reported issue is NOT found to be related to the recent services, a service fee would be applied to the visit."
Customer is requesting a price for a repair over the phone. What is the goal of the CSR in this scenario?
To book an appointment for a Technician to evaluate the issue to provide repair options.
Job Types:
HVAC Maintenance 7/9
HVAC Maintenance Multi > 10
Complete System Inspection With Seasonal Tuneup
Are used with what Business Unit?
HVAC MAINTENANCE
Non-Member is requesting an estimate to install a hood above their stove.
What Job Type is used for this service request and what is the service fee?
Mechanical Estimate
$99
How much is Thermo Direct's commercial membership per system, per month?
$50
Member is requesting a Technician to come out and change the batteries in their thermostat. What must the CSR advise?
This is not service we provide. However, if you believe something to be wrong with the thermostat I can schedule you a diagnostic appointment. Please be aware that if there is nothing found wrong with the system or the thermostat there would be a $49 charge for the visit.