Job Types
CX is requesting service for a non-functioning 8 year old heating and cooling system. CX enrolls in the membership during the scheduling conversation. What Job Type would be used?
HVAC CLUB DIAG 7/9
Name 5 of the HVAC Diagnostic service request Job Summary questions.
1. Are you the homeowner?:
2. What is the concern?:
3. How long has this concern been occurring?:
4. How many systems are in the home?:
5. Which system is having the concern(if applicable):
6. Where is system located in the home?:
7. When was the system installed?:
8. When was the last time the system was maintenanced?:
9. How many Tstats are in the home?:
10. What is the Tstat reading for the inside temperature?:
11. Do you have have a Home Warranty?: If YES: (Apply Tag to the Job & the Location Page)
12. Will you be utilizing your Home Warranty for any repairs?:
13. Are there any pets in the home?:
Before sending a Task what must the CSR understand from the customer?
The customer's request and the reason for the request.
What is the minimum acceptable call volume per day for a Customer Service Representative?
75
A member has rescheduled their appointment today from 8am-1pm to 1pm-6pm. The CSR has rescheduled using capacity and left the Technician assigned. Who then must be notified of this change and how is this communication sent?
Dispatch: using the Office Support Chat
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
Member is requesting to schedule their maintenance, however, there is a balance on the account. What is proper course of action for the CSR to take?
1. Collect the Balance
2. Book their maintenance appointment
3. Task to Membership to unsuspend
CX is requesting a refund of their diagnostic fee. Who must the Task be submitted to for follow and what must be advised to the CX?
1. Dispatch
2. Advise that Dispatch will follow up within 24-48 business hours to assist with their request
What is the Inbound Booking Ratio requirement?
100%
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.
Name 2 Job Types that require collection of the service/diagnostic fee up front?
HVAC REALTOR INSPECTION
HVAC COMMERCIAL DIAG
Customer is requesting a price for a repair over the phone. What is the goal of the CSR in this scenario?
To book an appointment for a Technician to evaluate the issue to provide repair options.
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
What is the required response time for new incoming leads?
60 seconds or less
What clarification must you gather from the customer before booking an HVAC-DIAG vs. a Sales Evaluation appointment?
Does the customer want repair options or replacement options?
Customer is requesting service for a breaker that keeps tripping.
What Job Type is used for this service request?
EL DIAG 99
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.
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?
Task should include:
Which estimate needs to be updated and a request to email the updated estimate to the customer and to follow up with a phone call, as well as, the customer's preferred method of contact.
Tasked to: Keisha
What is the expectations for offering memberships to CX's?
That is it offered to ANY CX that is NOT currently enrolled in a membership.
PEAK SEASON: Customer had a maintenance scheduled for today but needs to be rescheduled due to demand calls. You see there is Availability tomorrow on the schedule as well as the rest of this week and next week. What scheduling option would be in the best interest of the customer AND Thermo Direct?
Next week or later
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
CX is asking if we provide a specific service. You are not aware if Thermo Direct provides this service. What course of action is considered best practice in this situation?
Schedule the appt with the CX.
Take sufficient notes in the Job Summary, asking as many follow up questions as possible.
Advise the CX that Dispatch will confirm the service request and will email/text the invoice once confirmed.
Customer is requesting an update on their refund and the CSR has confirmed that a task was submitted 6 business days ago. What is the response time frame we provide to the customer?
7-10 business days
What is the Response Time expectation for Podium and WooSender chats?
15 minutes of less
SURPRISE BONUS QUESTION = 1000 points
What year did Thermo Direct Open for Business?
2000