HOA's
What do HOA's need to do to become billable?
Three successful payments
Completed billing application from Alicia
What do you do if you get an email requesting a COI?
Put Lily's tag on it, if you are Lily, you get with Alicia and fill out the form.
Where are AC unit's typically located?
Outside.
How do you tell if a sold estimate has been converted onto the job a tech is working on?
Check the invoice.
When do we turn off job notifications?
Only if the tech needs to do a follow-up or estimate write-up.
No, what is the name of the location? Is the address for the HOA the same as the address of the locations?
Who is in charge of portals?
Benita
Customer calls in saying they have no AC and the unit is 6 years old. What job type do we book it as?
P2
A customer wants to know what the tech did at their home for $675. Where can you find this information?
Invoice summary
Regular tech because it is currently backed up.
An HOA from South Dakota called in to set up a job at an apartment complex in SLC. Her name is Jim Bob Joe. What information are we missing from this summary?
Contact for approval and payment: Jim Bob Joe.
Time Frame: 10-12 PM
Job Description: needs a water softener system, has a Halo 5 currently
Special Instructions: was referred by Halo
Who are we meeting on site? Anybody?
How many outreaches should we try to do in a day?
30
A customer wants a quote for a new furnace, where do you put that booked job.
On Todd's board.
A customer calls in saying they received a text message but they didn't book the call. Where do you fix this and what questions might you ask the person calling in?
Go to the customer account pencil and edit contacts. You might want to ask who they are.
A management company sends in a work order. What information do you need to put in when booking the job?
A tenant calls in to book a job under their HOA: ACS. Who do you put in the spot "responsible for payment"
Trick questions we need to talk to ACS.
Who is responsible for reaching out to every single Angi lead?
Kevin calls saying he needs to get Todd out to give a quote for a new AC, what is the process?
Go to job actions, create a lead, find out when Todd is available, make sure the customer is aware.
Go to Follow-ups, recurring services, sort by date and recurring service type.
You go to book a call and a prompt comes up saying there is another location with this same address. What should you do?
Check the other address make sure it is a different customer.
What do we tell an HOA over the phone when they tell us they won't be able to pay at the time of service?
We can get it booked but in the meantime they need to figure out who is paying.
What happens when a work order comes in the emails?
There are five HVAC jobs on the board. Two tune-ups, one of those has already been rescheduled. A P3, customer experiences a weird noise from their furnace and a P2 No heat and a P1 No heat.
Another call comes in as a P1 No heat, what should you do?
If you are anyone else ask Ren. If you are Ren, then you probably would start with the tune up that has not been rescheduled once.
A tech calls in saying they can't find the address? You go to look for the call but you can't find it. What do you do?
Go to abandon calls, search the time the call was booked, once found listen for the address and then attach it to the booked job.
Someone calls in saying they are experiencing intermittent hot water and sometimes that affects the temperature of their house. How would you book that call?
Most likely a boiler, book it on Taylor.