Call Transfers
Who do you transfer this call to?
Standard supply representative calling to speak with someone regarding a part that was just ordered.
Warehouse/Parts
How much is a three year plumbing only membership?
$298
How much is one bottle of BioOne?
$62
Customer calls in about a job, you have the job pulled up. How can you tell if that scheduled job requires a permit?
"permit" tag added to job
Your scheduled lunch is 5 minutes past due but your relief has not come back from lunch yet. What should you do?
Who do you transfer this call to?
QuickBooks representative calling about our account.
Accounting
How many "points" is the annual plumbing inspection?
14 points
How much is three bottles of BioOne?
$160
Customer calls back and states they need to schedule their city inspection for the water heater we just installed. What should you do?
Get a date from them, tell them that the install coordinator will schedule it with the city for the requested date (if able to) and will text them to confirm details. Notify install coordinator via chat asap with customer's name and date customer requested inspection for.
Customer calls in very upset regarding the service they received yesterday. What should you do?
Apologize to the h/o, let them know you will have management call them back regarding this matter. Fill out customer complaint form.
Who do you transfer this call to?
Customer needs to confirm appointment details.
NO ONE! You handle it.
How many "points" is the annual ac/furnace inspection?
36 points
What is BioOne?
BioOne is a brand of drain and septic system treatment products that utilize a bacterial-based formula to break down organic matter and prevent clogs. It's designed to be a more environmentally friendly alternative to harsh chemical drain cleaners.
What is a dig test?
Safety precaution to prevent damage to underground utilities during digging projects. It involves contacting 811 to have utility lines marked before digging, ensuring safety and preventing damage.
You received a phone call from someone at the front door. What should you do?
TRICK QUESTION - NEED MORE INFORMATION!!! Why are they here? Who are they with? Are they meeting with someone?
Who do you transfer this call to?
Customer wants an update on parts.
If no updates on job regarding parts then transfer to dispatch.
How much is a 3 year combo (2 systems) membership?
$796 ($598 for the first system for three years and $198 for the second system for three years)
What is a float switch?
A safety device that is installed on water heaters where it monitors the water level and prevents damage from overfilling. If water is detected where it shouldn't be - it will shut the water off to prevent home damage.
Customer calls stating there are people out at their home in unmarked van stating they are with us. You see on their account that we have a HVAC system being installed at their home today. What should you do?
Transfer call over to install coordinator or HVAC Service Manager.
You received a driving complaint and have filled out the driving complaint form. What else should you do?
Send an email to management with a copy of the driving complaint form AND the phone call attached.
Who do you transfer this call to?
Customer calling about water heater estimates.
TRICK QUESTION - NEED MORE INFORMATION. Did we provide estimates already? If so, when? Has Jordan been calling the customer about estimates or a technician?
When it comes to the gold membership discounts for plumbing, when is the usual 5-10% discount not applicable?
Anything below the slab or that requires excavation
What is a flow tech home descaler?
BONUS 100 Points question:
If someone has a flow tech home descaler installed, are they still required by the manufacturer to flush their water heater?
A device that is installed on a water heater that prevents hard water scale build up in plumbing pipes/fixtures.
BONUS ANSWER:
Yes! Just not as often.
Customer calls in stating we did not do the backfill correctly at their recent job. What should you do?
Tell the customer you will let the install coordinator know and they will be in touch with them ASAP regarding this matter. Then notify the install coordinator. DO NOT BOOK A RECALL!!
You have an issue (see below) that requires your manager's help. Based on the 1, 3, 5 situation - what is this situation labeled as?
Situation:
Technician called in stating he is at a customer's house and the homeowner is refusing to pay.
5