Inbound Calls
Residential, Commercial, and Emergency Dispatch Fees
What is .. $69, $129, and $189
For an extra 50 points - when during the conversation should you mention the fee?
True or False ..
Viva Electric accepts new construction projects
What is .. FALSE
A customer needs a light fixture replaced, name one technician from atleast two markets that would be the BEST fit for this job.
An extra 100 points if you can name one technician from each market.
Who is ..
Charlotte: Pepe
Lake Norman: Zach
Greenville: Lucas
Raleigh: Michael
Wilmington: Alex
Greensboro/WS: Merlin
A customer calls in and needs an electrician to install a fan for them. What three questions should you ask when booking?
What is ..
1. Are you supplying the fan?
2. Is their an existing fan in its place? or will we need to wire for it?
3. What is the ceiling height?
The Owners of Viva Electric are ..
Jimmy and Maegan Giler
For 50 extra points: who is the Vice President?
A customer calls in and need electrical services for an address that is already in the system, however, the customer name does not match the address. What should you do?
What is ..
First make sure they are not associated with the customer whose name is on the account (could be spouse, mother/father, sibling, etc)
Secondly create a new profile with this address for the current homeowner.
*Make sure if we've gone out to a customers home under another company (Ease Plumbing) that we do not schedule additional work under this same profile.
True or False ..
Viva Electric can install and troubleshoot thermostats
What is .. FALSE.
*For 50 extra points - which one of NuBlue's companies can we refer this customer to?
A customer called in and said half of their kitchen and garage outlets stopped working, name one technician from atleast two markets that would be the BEST fit for this job.
An extra 100 points if you can name one technician from each market.
Who is..
Charlotte: Steven, Nick, Rick, or Jon
Lake Norman: Zach or Rob
Greenville: Lucas
Raleigh: Carlo or Corey
Wilmington: Alex
Greensboro/WS: Merlin
A customer calls in needing a water heater replaced. Which company do they need to schedule with?
Who is .. Ease Plumbing.
They will first need to schedule an appointment with Ease Plumbing and then a 2nd appointment will need to be scheduled with Viva Electric.
Listed Below are jobs Viva Electric can perform, all except for one. Which is it? Car charger, Generators, Grounding Issues, Security Sytems, Smart Devices, Home Rewires, Doorbells, Light Fixtures
What is ..
Security Systems
A customer calls in and needs an appointment for after 4pm. What is the dispatch fee in this scenario?
$189 emergency/after hours fee.
Regular calls need to be booked no later than 3pm. We will not agree to send a technician out any later than 3pm - but in most scenarios we want a 2-5pm time frame. Anything later is an after hours fee.
True or False ..
Viva Electric assists with renovation projects
What is .. TRUE
A customer called in and wants an estimate for a panel/service upgrade, name one technician from atleast two markets that would be the BEST fit for this job.
An extra 100 points if you can name one technician from each market.
Who is ..
Charlotte: Thomas or Luis
Lake Norman: Zach or Rob
Greenville: Benny
Raleigh: Carlo or Corey
Wilmington: Dustin
Greensboro/WS: Merlin
A customer calls in and says their outlet is sparking, or that they smell burning, what can you first tell them to put their mind at ease?
What is ..
Cut the breaker/power off to that room.
*This is a priority call and should be scheduled same day.*
Name all 6 market leads and which market they are over
Charlotte: Chris Holmes
Lake Norman: JJ Sibley
Greenville: Mike Hoggard
Raleigh: Andrew Edwards
Wilmington: Dustin Hannah
Greensboro/WS: Merlin Hernandez
A homeowner/bill to will not be on site when the technician arrives, what three steps need to taken?
What is ..
Step 1: Get Card On File
Step 2: Get Access Code For Technician
Step 3: Confirm someone will be available by phone (this is to answer tech questions and e-sign documents)
True or False ..
Viva Electric installs bath/exhaust fans and the ventilation system.
What is .. FALSE
For 100 extra points explain which part of this is true and what NuBlue company we would refer to help in this scenario.
A customer called in and says they need lights replaced and some rewiring done at their warehouse, name one technician from atleast two markets that would be the BEST fit for this job.
An extra 100 points if you can name one technician from each market.
Who is ..
Charlotte: Jon or Rick
Lake Norman: Rob
Raleigh: Carlo
Greenville: Benny
Wilmington: Dustin
Greensboro/WS: Merlin
A customer calls in and tells you half of their home is without power. What three steps need to be taken to handle this scenario properly?
What is ..
1. Ask homeowner to call their power company to meet us on the property
2. Send a technician out immediately
3. Send to Lindsey or Maddie to complete
Name two cables we do install
What is ..
Ethernet Cables
Coax Cables
A customer calls in and says they have an emergency because their bedroom outlets and lights are not working. There are currently no technicians available today - is this an emergency? How should we handle?
What is ..
This is not an emergency. If a technician is unavailable and someone has a partial power outage in an area of the home that is not emergent (such as kitchen or garage or if heat/ac or well is effected or if every light in the house is effected) they can wait for the following day.
*If they have an electric range top they can turn the range on - if it gets hot then this is an electrical issue, if the range top does not get hot then they need to call their power company*
True or False ..
A customer calls in and says their boat lift is not working and they have all of their friends and family over today for a boat ride. This is an emergency call.
This is a priority call - we will send a technician out at our first availability, but this is not an emergency call.
A customer called in and said they need an estimate for a Generator, name one technician from atleast two markets that would be the BEST fit for this job.
An extra 100 points if you can name one technician from each market.
Who is ..
Charlotte: Thomas or Luis
Lake Norman: JJ
Greenville: Benny or Mike
Raleigh: Carlo or Andrew
Wilmington: Dustin
Greensboro/WS: Merlin
A customer calls in and wants to install an attic fan in their home. They do not have an existing attic fan. Who must they call first and why?
What is ..
They must first call a roofer to cut a hole in the roof for the fan.
A customer calls in with a third party work order. Name at least two important steps during this booking
Make they know payment is due at time of completion - No net terms unless we have an existing contract
Send over COI/W9 (request from Porschea)
Attach work order to job profile
Get card on file and access code if bill to will not be on site at time of appointment
Make sure we have correct contact for signatures/approvals/invoices.