Service Requests
Caller is stating that they need their ceiling fan repaired. Is this a service TD provides?
NO
What does W.I.F.M stand for?
What's
In it
For
Me
How often should CX's schedule their PMAC Recurring Service Event?
Once every 12 months
CX calls on a Saturday asking to schedule their Plumbing Service repair. What department should this request be tasked to for fulfillment?
Dispatch
Use this when customers request an estimate for replacing or installing their HVAC system, mini-split system, or full ductwork. What is this Job Type?
SALES EVALUATION
YES - EL ESTIMATE
What is the discount on repairs for Members?
15%
Direct360 Member had their most recent pervious heating maintenance completed 01/17/2026. What is the appropriate schedule for all three of their 2026 maintenance appointments?
1. Cooling Maintenance June 2026
2. Plumbing Maintenance August 2026
3. Heating November 2026
What is the average response time for a NORMAL prioritized Task?
24-48 Business Hours
CX calls in and speaks with Dane asking to schedule their repair. Dane schedules an appointment and sends a booking into ST. What action(s) should the CSR take?
1. Send task to dispatch from the repair job that is on hold
2. Add notes on job
3. Dismiss booking
Caller is stating that they are looking to purchase a whole home HVAC system and install it themselves. Is this a service TD offers?
NO
How many annual visits come with the 360 Membership?
3
How long after the WH install should the WH Flush Recurring Service Event be scheduled?
12 months
What priority should Estimate Inquiry Request and Estimate Update Needed tasks be set as?
CSRs are responsible for clearing all bookings by end of business day and must respond to each booking within what time frame?
30 minutes to 1 hour during normal business hours.
Caller stats they need to replace the "insides" of their toilet. What Job Type would be used to fulfill this service request?
PLUMB DIAG
What is the monthly before tax cost of the Direct360 Membership *Single?
$29
How often should the RM1/FM1 and RM2/FM2 Recurring Service Event be scheduled?
Once every 3 years
CX had a recent HVAC installation and is calling asking for an update on the status of their Duke Rebate? Who should this be tasked to for fulfillment?
Landice
To be used when the customer wants to get an inspection for their heating and cooling system. This job type is based on the age of the system. The pricing of this appointment depends on the special we are running at the time. What is this Job Type?
SEASONAL INSPECTION(s)
Caller stats that they want an estimate for a whole home humidifier. What Job Type would be used to fulfill this service request?
HVAC DIAG
Name ONE W.I.F.M the customer gets with the memberships?
1. No surprise breakdowns
2. Save money on the power bill
How many replacement filters come with the PMAC Recurring Service Event?
4
When submitting a Membership Billing Date Change Request task what should the priority be set as?
HIGH
This job type should be used when there is something that needs to be fixed or repaired. Like a Broken toilet, Leaking faucet, Burst or Frozen pipe, Water heater repair, Low Water Pressure, Malfunctioning garbage disposal, Drainage Problems. There is a $89 service fee for this job type. What Job Type is this?
PLUMB DIAG