Recurring Service Events
How often should Recurring Service Events for an active 360 membership be performed?
Approximately every 4 months for a total of 3x per year
How much does Thermo Direct's VIP Direct Protect 360 membership cost for one system per month?
$30 + tax
What disclaimer must be provided when booking a recall or a warranty appointment for a non-member customer?
"If the current issue is not related to the previous work there will be a service fee for the visit."
It is after 5pm and a CX has questions regarding an unsold estimate that was provided by a Technician for HVAC Service. Who must the Task for a callback be submitted to and what would be the Priority Ranking?
Tasked to = Keisha
Priority Ranking = Based on the CX's urgency to have the work completed
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
What five pieces of information must a CSR know regarding a member's account before making a call on a Recurring Service Event?
1. Is the membership active?
2. Is there a balance?
3. When was the most recent maintenance appointment completed?
4. When was the last call from TD made regarding the Recurring Service Event?
5. Has the member recently spent $$ on a repair?
How many yearly maintenance services does the 360 membership provide and what are they?
Total of 3
1 AC maintenance
1 Heat maintenance
1 Whole Home Plumbing maintenance
Member has booked a diagnostic appointment. What disclaimer must be provided?
"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. However, if there are repairs to be completed on the system we maintain and you choose to proceed, your service fee will be waived as a valued member."
CX is requesting a refund of their diagnostic fee and their request must be Tasked to Dispatch for a callback. What must the Task Name be and what is the Task Type?
Name = Refund Request
Task Type = Refund/Credit-Must list reason
Job Types:
PLUMB CLUB DIAG
Water Heater Sales Eval
PLUMB ESTIMATE
Are used with what Business Unit?
PLUMBING SERVICE
Customer is requesting service for a breaker that keeps tripping.
What Job Type is used for this service request?
EL DIAG 99
Recurring Service Event for a member's Plumbing Maintenance is triggering for today but the member's Heat maintenance was completed on 03/09/2025. What date should the Plumbing Recurring Service Event be set for a call/text?
June 9th. 2025
What are the three billing options for the residential membership?
1. Ongoing - Monthly
2. Ongoing - Annual
3. 12 months - Upfront
You have sold a new membership! What disclaimer must the customer understand during this sale?
"The membership is a year enrollment commitment."
CX requests for which Business Units would be Tasked to Landice?
HVAC Install
Weatherization
Job Types:
EL ESTIMATE COMMERCIAL
GENERATOR SALES EVAL
EL CLUB DIAG
Are used with what Business Unit?
ELECTRICAL SERVICE
Customer is requesting an estimate for a whole home generator.
What Job Type is used for this service request?
GENERATOR SALES EVAL
Member's Heat maintenance was completed on 03/09/2025. When is the AC maintenance now due?
September 2025
List three benefits of TD's Commercial Membership
1. 50% off of diagnostic/service fees
2. 10% discount on repairs and select upgrades
3. Two annual maintenances per system
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."
CX is requesting an update on their utility rebate related to their recently installed water heater. Please answer the following questions:
1. Who must this Task be submitted to?
2. What must the Task Name be?
3. What must the Task Type be?
1. Landice
2. Rebate Inquiry
3. Rebate Inquiry
Job Types:
WARRANTY CALL
RECALL ALERT - HVAC WARRANTY/INSTALL
Are both used with what Business Unit?
HVAC INSTALL
Customer is requesting an estimate to replace their heating and cooling system.
What Job Type is used for this service request?
SALES EVALUATION
For an AC maintenance Recurring Service Event due in 2025; what is the furthest that the Recurring Service Event date can be pushed?
No further than September 30th, 2025
How much is TD's Commercial Membership per month for one system?
$50 + tax
Customer is demanding the status of a Refund Request. What should the CSR verify regarding that customer's demand first?
The date the Refund Request was submitted. Refund Requests take 7-10 business days to process.
Member is requesting to change the billing date for their membership payment. Please answer the following questions.
1. Who must the Task be submitted to?
2. What must the Task Name be?
3. What must the Priority Ranking be?
4. What must the Task Type be?
1. Memberships
2. Membership Billing Date Change Request
3. High
4. Change Club Billing Date
Job Type:
Repiping Estimate
What Business Unit is used?
PLUMBING SERVICE
Customer is requesting estimate to replace their dryer vent.
What Job Type is used for this service request and what is the service fee?
HVAC MECHANICAL ESTIMATE
$99