Terminology
What does HVAC stand for?
Heating, Ventilation, Air Conditioning
What are the 6 types of soft skills in NXR?
Empathy, Ownership, Active Listening, Call Control, Patience, Self-Control.
What is the phonectic alphabet for the letter T?
Tango
What should always be read word for word?
Opening statement.
No live person on the line, no conversation occurred, test calls and/or clients checking in. Include type of call in message.
No message
A device that changes humidity levels, temperature or quality of air.
Air Conditioner
Name Three types of clients we answer calls for.
Commercial, Legarl, Professional, Rooter Hero, Re-Bath, R.H Boyd, Scheduling, Technical
What is the phonetic alphabet for the letter Q?
Quebec
Where would the agent provide the caller with next steps?
Closing statement.
Agent spoke with a live person, received a whole or partial request or message, and/or connected the caller.
Qualified interaction
A component of an HVAC system that adds heat to air or an intermediate fluid by burning fuel (natural gas, oil, propane, butane, or other flammable substances) in a heat exchanger.
Furnace
When answering a level 1 Spanish call what do you do?
Transfer to a level 1 Spanish Agent.
Spell the word Venturi using Nato Phonetics.
Victor Eco November Tango Uniform Romeo India
Where should expectations for the call be set?
Transition statement
The O/C called in to receive a missed message. What is the disposition for this call?
No message.
A type of HVAC system mostly found in commercial buildings. These systems provide heating, cooling, and ventilation to a building.
Rooftop Unit (RTU)
How long is a soft hold?
60 seconds/1 minute
Spell the word Kyzar using Nato Phonetics.
Kilo Yankee Zulu Alpha Romeo
Where should the agent put the reason for the call?
Message
You receive a pre-recorded message about Donald Trump's new medicare plan. What is the disposition for this plan?
Solicitation
A fuel-burning apparatus or container that provides hot water or steam for heating.
Boiler
True or False?
The caller stated they are a repeat caller and wants you to verify that they gave the correct address. You can definitely go into the interaction list to verify this information.
False
What word is being spelt?
Romeo Oscar Oscar Tango Eco Romeo Hotel Eco Romeo Oscar
Rooter Hero
What symbol indicates all information should be confirmed at the end of the call?
Yellow star
You receive a call from a fellow Nexa agent trying to reach the office. They stated to disregard the message. What disposition would this call be?
No message.