Business Units & Job Types
Memberships
Tags
Policies & Procedures
Customer Support
100
A repair was performed by our HVAC Service dept. 25 days ago and the customer is reporting that the same issue is reoccurring. What Job Type would be used to booked another appointment?
RECALL ALERT-HVAC SERVICE
100
CX has 4 systems on their property and they would like a monthly membership. How much would their payment be per month?
$44 + tax
100
Tag: Landlord/Tenant
Should be applied where?
Location Page
100
What is the Rapid Response timeframe?
60 seconds
100
CX is asking for an update on their refund. The task for the refund was submitted 24 hours again. What should the CX be advised?
Refunds take 7-10 business days to process
200
Customer is requesting a labor only estimate to install a mini-split. What Business Unit would be used for this service request?
SALES
200
Lightening Round!!
All players participate. Players will have 60 seconds to provide their answer. Answers are provided when called upon.
Find the error(s) on this account within the image.
200
Tag: REPLACEMENT OPPORTUNITY
Should be applied where?
On the Job
200
CX is asking for a membership for their commercial property. What does the CX need PRIOR to enrollment in said membership?
A Commercial Diagnostic
200
Lightening Round!!
All players participate. Players will have 60 seconds to provide their answer. Answers are provided when called upon.
CX is inquiring about their estimate. They ask, "Can you explain to me why replacing one toilet is $900?"
Please provide the best response.
300
Customer is asking for an estimate for a recirculating pump. What is the Business Unit?
Plumbing Service
300
CX is asking to make changes to the billing date for their membership payment. Who is the task submitted to?
Morgan
300
Tag: DISABLED-SEE NOTE
What must accompany this note on the Location Page?
Pinned note
300
A CX is wanting to move forward with their HVAC Service estimate and has accepted the estimate on the customer portal. What must the CSR do to ensure that the parts are ordered?
Collect the 50% deposit
300
CX booked an appointment with the AI - where can the details of this be found?
ServiceTitan under Bookings
400
CX is requesting an estimate for a Whole home dehumidifier. What Job Type would be booked to fulfill this request?
HVAC DIAG
400
CX is asking to cancel their membership. What information should be provided to the CX FIRST?
All the benefits of the membership
400
Tag: FIRST CALL
Should be applied where?
On the Job
400
CX wants to cancel their Sales Evaluation appt. List two important steps that the CSR must take?
1. Confirm a Project Manager is available to take the call
2. xfer the call to the Project Manager
400
What type of Chat MUST be responded to within 15 minutes of receipt?
ALL inbound CX chats
500
CX is requesting a repair of their irrigation system. What Business Unit would be used?
NOT A SERVICE WE PROVIDE
500
What type of Thermo Direct employee can sell a commercial membership?
Technician
500
Tag: Moved
Should be applied to which ServiceTitan account page?
Customer Page
500
Thermo Direct considers Unsold Estimate responses to be the same as a lead. What should then the response timeframe be?
60 seconds
500
CX would like to cancel their diagnostic. Where should the CSR transfer the call?
To the Dispatch line