Office Phone Setup Instructions

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Questions and Answers

Which subject is NOT included in the initial training for office staff?

CSR/Dispatch Test

Plumbing 101

Safety Regulations (correct)

Cal Osha Covid training

What is the primary goal of the CSR/Dispatcher learning program on the plumbing system?

To instruct on plumbing repair techniques

To perform financial assessments of jobs

To enhance sales techniques in plumbing

To teach how to classify job types and understand their value (correct)

How long is the total training time for the CSR/Dispatcher onboarding?

4 hours 10 minutes

3 hours 27 minutes (correct)

2 hours 15 minutes

1 hour 45 minutes

What should be done after completing each video in the CSR/Dispatcher training?

Initial and date each subject completed Signup and view all the answers

Which training subject specifically focuses on call prioritization?

Call Priority Tag List Signup and view all the answers

What number should be dialed after waiting for the double beep when setting up line #1?

(909) 921-1963 Signup and view all the answers

Within how many minutes must all service requests be addressed?

2 Signup and view all the answers

Which email address is used for customer inquiries and service requests?

<a href="mailto:[email protected]">[email protected]</a> Signup and view all the answers

What service is used to handle after-hours calls?

Answer Connect Signup and view all the answers

Which service provides automated messaging to existing clients about service deals?

Chirp Signup and view all the answers

What must be done after receiving customer inquiries through Ruby Chats?

Call and message the customer. Signup and view all the answers

Where do customer inquiries from Angie's List redirect to?

How to contact the customer. Signup and view all the answers

What does Chirp automatically send to existing clients?

Service deals updates. Signup and view all the answers

What is a common method used for clearing blockages in pipes?

Hydro Jetting Signup and view all the answers

Which type of water heater is known for providing on-demand hot water?

Tankless Water Heater Signup and view all the answers

What type of drain is specifically designed to manage rainwater?

French Drain Signup and view all the answers

What is an essential safety procedure when working in trenches deeper than 5 feet?

Safety shoring Signup and view all the answers

What signal might indicate a slab leak in a property?

Increased indoor humidity Signup and view all the answers

In plumbing repairs, what does a 'broken water main' typically refer to?

A major water line leak Signup and view all the answers

What is the standard material used for pipes installed in homes built before 1979?

Cast Iron Signup and view all the answers

Which type of plumbing issue involves a flat surface that causes water to pool?

Slab Leak Signup and view all the answers

What is a typical job type for repairing water flow in outdoor settings?

Leaking Hose Bib Signup and view all the answers

What is the correct approach to ensure safe drainage during heavy rainfalls?

Use Area Drains Signup and view all the answers

What is the purpose of Service Titan in the company?

It serves as the company's customer record database and dispatch board. Signup and view all the answers

What should a CSR do before moving on to the next training after watching a course?

Complete the test with a score of 90% or greater. Signup and view all the answers

Which aspect of plumbing was noted as particularly difficult?

Adjusting commercial toilet Sloan valves. Signup and view all the answers

What should a CSR do with customer-related inquiries during After Hours Calls?

Check first and post details in chat beforehand. Signup and view all the answers

Why is watching electrical and HVAC videos recommended for CSRs?

To understand potential service issues better. Signup and view all the answers

How should a CSR demonstrate empathy when interacting with customers?

By showing empathy before addressing service issues. Signup and view all the answers

What is one of the topics that CSRs are instructed to learn through Service Titan training?

Modifying customer records. Signup and view all the answers

What is indicated as a common issue encountered in the plumbing field?

Recurring problems with shower valves. Signup and view all the answers

What is required to be turned in at the end of each work week?

A completed packet with weekly checklists Signup and view all the answers

How many tests must be taken weekly, and what should be done with them?

Two tests must be taken and attached to the packet Signup and view all the answers

What is the requirement for making Happy Calls according to the protocol?

At least five calls must be made and require speaking to the customer Signup and view all the answers

What should be done if one cannot complete a required task?

Email management and human resources immediately Signup and view all the answers

How many calls are expected to be made or received each day?

100 calls Signup and view all the answers

What should be documented regarding the calls made throughout the week?

Review of all calls and job bookings including your name tag Signup and view all the answers

What is the significance of the training videos that need to be watched weekly?

Ten videos must be watched with a list provided Signup and view all the answers

What documentation is necessary for handling complaints and bad reviews?

Checklists related to the handled complaints must be attached Signup and view all the answers

Study Notes

Phone Procedures

To forward calls, select line #1, dial *72, wait for a double beep, then dial (909)921-1963.
Test call functionality by using numbers 909-921-1963 and 909-360-0464.

Answer Connect Service

After-hours answering service for immediate call handling.
Messages are received via cell phone and email at [email protected].
Calls are prioritized and addressed first thing in the morning.

Service Request Handling

Service requests must be called back within 2 minutes of receipt, without exceptions.
Requests can be received via:
- Yelp messages (Anaheim & Rancho accounts)
- Scorpian form fills from the website
- Answer Connect, Angie's List & Home Advisor (now Angi Leads)
- Service Titan chats and Ruby Chats
Customer inquiries via website form fills are directed to [email protected].

Chirp Messaging

Automated messaging software sending service deals to existing clients.
Respond within 2 minutes to customer inquiries and book appointments using Service Titan.

Customer Inquiry Management

Angi Leads submissions require calls and messages to customers promptly.
Ruby Chats inquiries arrive via a pop-up on the company website.
Each CSR is invited to manage the company’s Yelp page for various locations.

Training Requirements

Access training materials via https://trainual.com/ using company email and self-created password.
Complete Cal OSHA Covid training, attendance policy, call priority list, dispatch essentials, plumbing questions, and other training subjects documented for onboarding.

Operational Training

Videos cover plumbing basics, job types, and dispatching essentials taking approximately 3 hours 27 minutes to complete.
Learn to classify job types, assess urgencies, and understand service systems.

Service Titan Software

CRM and dispatch board for managing customer records and job dispatching.
Requires signing in with designated username (first & last name) and a specific password.
Engage with specified training videos on job booking, record modification, follow-ups, and summary reports.

Weekly Checklist and Reporting

Submit a completed weekly packet via Dropbox including:
- Call taking sheets, checklists, feedback on calls, and daily activity logs.
Complete weekly tests and document performance improvements.
Ensure calls list and reviews of bookings are maintained for accountability.

Performance Goals

Aim for 25 booked calls and 100 daily calls.
Conduct 5 customer satisfaction check-in calls weekly, ensuring answer verification.

Emergency and Safety Training

Familiarization with main line stoppages, leak detection equipment, slab leak signs, and safety protocols for deep excavations.
Regular training updates will be made available to ensure continual improvements and familiarity with service practices.

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Description

Learn how to set up and test your office phone lines efficiently. This guide covers dialing procedures and verifying connections, ensuring seamless communication for your business. Ideal for administrative staff managing after-hours services.