JESS TESTING INFO SITE QUIZZES

Online Orders

• All online orders are automatically scheduled.
• Treat online orders as unscheduled; contact the scheduler, gain access, and use Inspector Fees & QC forms.

Live Chat

• Total Home Consultants offers live chat in the VCC.
• Chat screen alerts the user about the company.
• Initiate the chat by welcoming the customer and inquiring about their needs.
• Manage chats like phone calls.
• Respond to chats in the same manner as you would to phone calls.
• If a chat partner doesn't respond within 2 minutes, ask if they are still there.
• If no reply after another 2 minutes, end the chat and provide the option to reach out again; either by chat or by phone (678) 985-9800.

Yelp

• Yelp leads are no longer handled.
• Forward Yelp emails to Mike ([email protected]).

Guaranteed Google

• Guaranteed Google Leads are sent to a designated alias email.
• To reply to the lead, click the link provided in the email.

Uploading 3rd Party Reports (Termite & Sewer Scope)

• Upload 3rd party reports as attachments only.
• Manual delivery to the client and BA only if the order is paid in full.
• The service agreement must be signed and the report must have already been sent.
• Otherwise, attachments are sent with the final report.
• Download and upload instructions for 3rd-party reports are available HERE.
• 3rd party stand alone reports must be uploaded to complete the order.

Incomplete Orders

• Follow up on all incomplete orders.

Latest Time to Schedule Next Day

• 7:00 PM EST

Latest Time to Contact Agents/Clients

• 8:00 PM EST

Attendance

• Encourage attendance at inspections whenever possible.
• Contact the client 30 minutes before the inspection's end.
• Allow clients/agents to attend from the start of the inspection if desired.

Scheduling Procedures

• Mark unscheduled inspections as "ISN Open Inspections" to make their quotes visible on the calendar should someone not book.

Pre-Listing Inspections (Owner Selling)

• Collect payment at the time of scheduling.
• Obtain the client's current mailing address and date of birth, if possible.

Outbuildings/Detached Buildings

• Living spaces situated separately from the home are eligible for additional charges (details in ISN).
• Detached garages, without attached space, are included in the inspection.
• Garages connected by a breezeway are considered attached.

Thermal Imaging/Infrared

• Included in home inspections as needed. Not provided as an extra service or separate report.

Finished Basements

• Include the finished basement square footage in the total home square footage.

Sprinkler Systems

• Sprinkler system inspections require an extra fee. Ensure the checkbox and associated cost are entered correctly.

Termite Inspections

• Includes termite inspections for full-home inspections (excludes new construction, pre-listing, and standalone inspections).
• Arrow Exterminating performs termite inspections — add them as a separate inspector.
• Have the 3rd party confirm the termite inspection.

Sewer Scope Inspections

• Sewer Scope is conducted by a 3rd party Sewer Consultant — add the consultant as a separate inspector.
• Obtain 3rd party confirmation.

Radon Inspections

• Pre-payment needed for early radon drops.
• Add the "Radon Technician" as an additional inspector.
• Chris Wolter is designated for radon pick-ups/drops, outside of inspections.
• Schedule "Radon Pick Up" event using Chris Wolter for radon procedures during the inspection, 2 days after.
• Choose Radon pick up time slot of 1:30 PM.
• If Radon drop/pick-up differs from the inspection date, add both (drop and pick-up) events, 48 hours apart, unless Radon is picked-up on the same day (during the inspection), skipping the Radon Pick-up 2-day event
• Weekend radon pick-ups are permitted.
• If necessary for radon drops, pick-ups or any other tasks, outside of inspection times access must be granted. Confirm any deviations or distance with Mike via SMS, not the inspector.
• Chris does all radon pick-ups, scheduled 2 days later at 1:30 PM. Access required for pick-up.

Standalone Services (Mold, Sewer Scope, Radon)

• Payment required at scheduling for standalone services.

Mold Inspections

• Performed by Total Home Consultants inspectors.
• Book an inspection in a regular time slot.

Sewer Scope Inspections

• Conducted by Sewer Consultants.
• Live chat is available through Total Home Consultants in the VCC, where you should welcome customers and address their needs as you would in phone calls. After 2 minutes of silence from the customer, prompt them, and if there's still no response after another 2 minutes, end the chat, offering options to reconnect via chat or by phone at (678) 985-9800. Yelp leads are no longer processed; instead, forward Yelp emails.need to add any Total Home Consultants inspectors. Add the Sewer Scope inspector.

Radon Inspections

• Conducted by contracted radon technicians.
• Add the Radon Technician and Chris Wolter to the order.