Service Requests
CX is requesting a 2nd opinion repair options for their heat exchanger. What Job Type would be used?
HVAC Diagnostic
Member is requesting to speak with Keisha what two actions must take place prior to the transfer?
1. Verify the member's address
2. Note the corresponding Job of the transfer
Name 3 Membership plans
Direct Protect 360
Direct Protect Essential
Direct Protect Plumbing
Name the 3 levels of indoor air quality coverage
1. Polarized Media Air Cleaner
2. UV Bulb
3. Oxidizing Arm
What is the mission of Customer Service?
To book the call
CX is reporting that their Carbon Monoxide detectors have been going off. What Job Type would be booked for this service request?
HVAC Diagnostic
A NEW LEAD as just come in AND you are receiving an inbound call at the same time. What should you do?
Ignore the inbound call and pursue the lead
How much per month (excluding tax) is the Direct Protect Essential membership?
$19
How often should your Polarized Media Air Cleaner filters be changed?
Can a Thermo Direct Technician turn off the gas at a customer's home?
Yes
CX is requesting a service you're not sure if we provide. What document can be referenced for this answer?
Customer Service We DO Work On SOP
What Business Unit would be used for the below Job Type?
HVAC Maintenance Multi > 10
HVAC Service
What is a W.I.F.M?
Acronym:
What's
In it
For
Me?
How often must a UV Bulb be replaced?
Every 2 years
CX is escalated because our Technician was out at their home at turned off the gas to the CX's furnace now they have ZERO heat. What do you do?
1. Reassure
2. Empathize
3. Review Technician's Invoice Summary notes
4. Transfer to Dispatch
CX is reporting that they think they has a gas leak and they can smell gas. What must the CSR advise?
1. Leave the home immediately
2. Call your gas company immediately
3. Once the gas company has come out and deemed the property safe THEN our technician can perform a diagnostic for a repair estimate
What Business Unit would be used for the below Job Type?
PLUMBING INSPECTION ONLY - WHOLE HOME CLUB
Plumbing Maintenance
What is the difference between a W.I.F.M and a benefit of the membership?
Never
What is the #1 action that must be taken on EVERY call that does NOT result in a booked appointment?
Leave a note
What two service requests require a service fee on the appointment?
1. Gas line repair or installation
2. Vent out repair or installation
CX is asking questions regarding an estimate that was previously provided. What must the Task description include?
ALL CX questions about estimate
Callback number
Indicate if CX expects callback from Dispatch
Advise CX of 24–48 business hour callback
Name 3 W.I.F.M's of the membership?
1. A regularly maintenanced system will save up to $400 per year on energy costs
2. Save a minimum of $89 per appointment
3. Adds longevity to the HVAC system.
4. Supports the manufacturer's warranties
CX has a RM1 UV Bulb that is two years old. The CX is reporting that the bulb is still glowing blue. Does the bulb need to be changed?
YES: bulbs will still glow blue even when outdated and ineffective
What year did Derek and Tonka get married
1994