Job Types
HVAC-DIAG
Non-member wants to cancel their same-day diagnostic appointment. What is the appropriate action to take?
Advise the CX that you will transfer them to Dispatch to assist with their request, then transfer the call.
What disclaimer must be provided when booking a recall or a warranty appointment?
"If the current issue is not related to the previous work there will be a service fee for the visit."
Customer has questions regarding the Invoice Summary that was provided by the Technician. When submitted the Task for a Tech Phn Call Request, what must the Task description include?
Description Requirements
CX’s questions for Technician
Callback number
Indicate that the CX expects callback from Dispatch
Why should ductwork RARELY need to be cleaned?
It is a sealed system
A Realtor for the buyer of a residential home is requesting an inspection of the heating and cooling system. What Job Type would be used and what is the service fee for this inspection of a single HVAC system?
HVAC REALTOR INSPECTION
$199.00
What ONE SINGLE action MUST take place on every single call that did NOT result in booking an appt?
A note must be applied to the account or
Job associated with the call.
Customer has chosen to utilize the electronic check payment option for their membership. What disclaimer must be provided?
"Please be aware that in the event of a decline, a $30 returned check fee will be applied to the account and will be owed along with any balance."
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 = Dispatch
Priority Ranking = Based on the CX's urgency to have the work completed
What Indoor Air Quality issue does the Polarized Media Air Cleaner solve?
Name 2 Job Types that require collection of the service/diagnostic fee up front?
HVAC REALTOR INSPECTION
HVAC COMMERCIAL DIAG
A customer has rescheduled their Sales Evaluation. What additional steps must be taken once its been rescheduled?
The Sales Lead Coordinator (Amaya) must be notified of the change.
What dates define the Cooling season for maintenance?
April 1st - Sept 30th
Customer is requesting an update on their Duke Energy rebate.
Who must this Task be assigned to and what must the Task Description include?
1. Landice
2.
Description Requirements
ALL CX rebate-related questions
Callback number
Indicate if CX expects callback from Landice
Customer is requesting the installation of a chandelier in their entry way. Name one important detail that we need to know about the service request.
The height of the ceiling
What clarification must you gather from the customer before booking an HVAC-DIAG vs. a Sales Evaluation Job Type?
Does the customer want repair options or replacement options?
How many times must a new lead be called the first day?
5x
What dates define the heating season for maintenance?
Oct 1st - March 30th
Customer wants to move forward with an estimate that is over 30 days old. The CSR is to Task for the estimate to be updated. What must the Task include and WHO should it be Tasked to?
Description Requirements
Estimate requested for update + dollar amount
Note estimate must be emailed to CX once updated
Indicate that CX expects callback from Dispatch
What does a Heat Exchanger do?
A heat exchanger is a component within the HVAC system that heats the air
CX is reporting that there is water dripping from the air vents near the ceiling. What questions can be asked to determine the appropriate Business Unit?
Where is your Heating and Cooling system located?
Where is the Water Heater located?
Does this issue only occur when it rains?
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.
What date should a RSE be set to if dismissal is needed?
March 31st
It is after 5pm and a customer is asking for an update on their inspection. Who must the Task be assigned to and what must the description include?
1. Landice
Description Requirements:
ALL CX inspection-related questions
Callback number
Indicate that CX expects callback
Can Thermo Direct condemn my furnace?
YES - with video imaging support
What are the ONLY two Job Types that Customer Service can book for the HVAC INSTALL Business Unit?
1. Recalls
2. Warrantys
Customer has a 360 membership; What Job Types are used with the below Business Unit?
Plumbing-Maintenance
PLUMBING INSPECTION PLUS WATER HEATER FLUSH CLUB
Name the Business Unit associated with the below Job Type:
GENERATOR SALES EVAL
Electrical Service
It is after 5pm and a customer is requesting a refund of their diagnostic fee. Who must the Task be assigned to?
Dispatch
Video imaging