Job Types
Member is reporting that they have an active water leak under their kitchen sink. What Job Type is needed for this appointment?
Bonus: What additional tag should be added to the Job?
PLUMBING CLUB DIAGNOSTIC PRIMARY
Bonus: ACTIVE WATER DAMAGE
HVAC Maintenance
What is the response time for TASKS submitted to Dispatch?
24-48 business hours
CSR must "THUMBS UP" the chat
List 5 Qualifying the Call questions to ask the customer when booking an HVAC-DIAG.
1. Are you the homeowner?
2. How old is the system?
3. How long has the issue been happening?
4. Do you have a Home Warranty?
5. Who will be present for the appointment?
6. What is the temperature in the home?
7. Where is the HVAC located in the home? (Attic, Crawlspace, Basement)
8. Are there any pets on the property?
List 4 benefits of the 360 Memberships
1. No diagnostic fees
2. VIP Pricing (aka: discount on repairs)
3. Priority Scheduling for services
4. Maintenances for HVAC
5. Plumbing Inspection
Customer is reporting that their heat is not coming on. What Job Type is needed?
HVAC-DIAG
What Business Unit is used for the following Job Types?
HVAC-DIAG
HVAC-CLUBDIAG
HVAC-SERVICE
Customer is requesting a phone call from the Technician that was recently at their home. A TASK must be submitted on the corresponding Job. Who is this TASK submitted to fulfill the request?
DISPATCH
Member requests to reschedule their maintenance appointment, however, the Technician has been dispatched and is enroute to the member's home. WHO must be notified of this appointment change and HOW do you notify the appropriate party(s)?
Dispatch (Jasmine) via Office Support Team (Google) chat
Customer is requesting a same day HVAC Diagnostic appointment on a Saturday. What must the CSR ascertain before being able to confirm a Technician would be available?
CSR must Qualify the Call using the Qualifying questions
Can clean and maintained HVAC system can save the customer what?
A clean HVAC system can save the homeowner (customer) up to $400 per year on their power bill
EL CLUB DIAG
What Business Unit is used for the following Job Types?
PLUMBING SERVICE FEE
PLUMBING CLUB DIAGNOSTIC PRIMARY
PLUMBING SALES EVAL
PLUMBING-SERVICE
Customer has questions about an estimate that was recently left by a Technician. A TASK must be submitted for a callback to answer these questions. Who must the TASK be submitted to?
Bonas: What would be the Task Type?
Keisha
Bonus: Estimate Inquiry
CSR has booked a Recall/Warranty appointment. What is the disclaimer that must be provided to the customer?
"If the current issue is found NOT to be related to the previous work that was completed there will be a service charge for the appointment."
CSR has booked a Recall-HVAC appointment off of the original Job. What action must be taken regarding the existing TAGS?
TAGS that no longer service the new Job being booked must be removed.
What is the cost for a multiple system 360 yearly membership?
$420 + tax
Customer is requesting replacement options for their non-functioning HVAC system. What Job Type would be used?
SALES EVALUATION
What Business Unit is used for the following Job Types?
EL-DIAG
EL-CLUBDIAG
EL ESTIMATE RESIDENTIAL
EL ESTIMATE COMMERCIAL
ELECTRICAL-SERVICE
Member is requesting to cancel their membership. A TASK must be submitted to fulfill this request. Who must this TASK be submitted to?
Bonus: How long does it take for a membership cancellation to process?
CSR Manager/Club Coordinator = Morgan
Bonus: 30 days
Customer asks what the arrival window is for their existing appointment. What action must be taken by the CSR to ensure this call is Classified in ServiceTitan?
Note the existing call
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.
Memberships should be offered to who?
Every customer/caller that does not have a membership
Customer is requesting their ductwork be evaluated for repair and/or replacement. What Job Type is used?
Bonus: What is the service fee for their appointment?
DUCTWORK EVALUATION
Bonus: $99
HVAC-SERVICE
Customer is requesting that their invoice for recent work be changed so they can submit it for a utility rebate. A TASK must be submitted to fulfill this request. Who would this Task be submitted to?
Landice
CSR has booked an HVAC-DIAG appointment, all Qualifying questions have been asked and a date and time has been chosen by the customer. What is the final action needed to secure the appointment for the customer?
Collection of the diagnostic fee.
Bonus: Offer a membership
Does Thermo Direct offer commercial memberships?
Bonus: How much is 1 system per month for a commercial membership?
YES
Bonus: $50.00