9_25_24 CSR_Dispatch Onboarding Packet & Guide to Success.pdf

CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 TABLE OF CONTENTS 1. CSR Mission 2. COMPANY INFORMATION ( owner, locations, service area, customer service requests & inquires, company email, website, WhatsApp chat, info for applicants, calling in sick human resources info, accounting department, payment methods we accept, financing, billing accounts ) 3. SOFTWARE: (Swipe simple, Payments links, Verizon connect, broadly, Sky Boss, Trainual, Service Titan, Nexstar) 4. Transferring phone lines 5. Service requests inquiries & how to handle them (Yelp messages, Service Titan chats, Answer connect, Angie's list, Scorpion form fills, Ruby chats, Schedule Engine, calls, and emails. Scheduling and dispatching service requests. 6. Training Schedule 7. Training Videos: Trainual ( plumbing videos & company info), Service Titan (Company CRM) & Nexstar videos to watch included 8. New hire expectations weekly schedules, raises, bonuses, & promotions 9. Call taking packet begins 10. CSR/Dispatcher Daily & Weekly Job Duties Packet 11. Call back scripts guides and checklist 12. HVAC: Booking, Job types, Scripts , Yelp responses, Membership info 9/25/24 13. Electrical csr manual CSR MISSION : As a CSR/Dispatcher you are the first interaction with all of our customers you set the tone for the entire customer experience. Calling for the first time booking service with us should be seamless and effortless. You should know this packet inside and out. You should always speak with a smile and be eager and enthusiastic to help our customers. Always show empathy to our customers as we are a service company and always be present and engaged when listening to customers. Never over-talking customers but listening to all of their plumbing issues. Focus on what you can do and always solve whatever plumbing-related problems customers have by either booking a service or referring the right company to help them. Your number one priority is answering all incoming phone calls and service requests on the first ring or any messages within 2 minutes. All calls must be answered on the first ring and you must always be booking calls regardless of what you are doing. In addition, any missed calls or calls that have hung up must be called back within 1 minute. If you are not answering an incoming call or calling back a missed call, you are to be responding to or calling any service requests from emails, Service Titan chats, or Yelp messages. If not responding to any service request, then you are reviewing & correcting your calls, reading plumbing books, watching Anthony's plumbing videos ( 3 hours worth of videos to learn from), watching net star videos, studying the Call-taking packet, or taking CSR tests. The daily goal is to book 40 calls a day and 200 a week. All calls must be under 5 minutes. Answering the phone is your primary duty you must stop doing any task if the phone rings to answer and take care of customer requests. The only time a customer can be put on hold is if you are already on the phone answering another customer. If another csr or dispatcher is present they must answer the phone. COMPANY INFORMATION All City Plumbing: established in 2009 by owner Anthony Cafagna. We have three locations: Rancho Cucamonga (Headquarters), Anaheim, & Glendale. (833) 827-3764 main phone line for all locations. *Rancho Cucamonga 9447 London Way Ste, Anaheim Branch: 5612 E La Palma Ave, Glendale Branch: 221 Allen Ave Service Area: Most of Riverside & San Bernardino County, some of Los Angeles County ( see service map for exact territory) & all of Orange County. No mountains, no up the hill no Hesperia & no hemet. Please refer to the service area map & list the exact cities we cover. For mainlines, slab leaks, & broken water mains we will go out of our service area and ask in the CSR Reference chat for this. Customer Service Requests & Inquires: Customer Inquiries and requests come in a variety of forms from phone calls, direct email messages, Service Titan chats, Yelp messages, Ruby Chats, Scorpion Form fills, Angie acknowledgment initial: __________ Page 1 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 lists, and home advisor leads. Call Center Department Email: [email protected], contains customer inquiries, scorpion form fills ruby chats, direct emails from customers, CSR schedule, CSR sheets, policy updates from company management, and information like W9. Please always when looking for any company information or info, not in this packet check this email first. It is also your daily job duty to check and respond to all emails in email with your first and last name even if the email is a do not reply email. You must also add a label to each email you have taken care of. To access our company you must be on the Google search engine and top right select profile All City Plumbing Call Center, Type in the following link in the browser and you will automatically be logged in https://mail.google.com/mail/u/0/#inbox For any reason if you do not know how to answer an email just post in CSR REFERENCE chat and ask what to do. Website: www. allcityplumbing4u.com, Customers can request service by sending messages (Scorpion form fills) and via our website chatting feature that comes to us as email, it is called (Ruby Chats ) WhatsApp Chats( your go-to for any company questions): As a new hire you will have several questions, this packet along with the CSR packet will answer most questions. For any questions you have, please ask in the WhatsApp chat in CSR REFERENCE CHAT. The app is on every company computer, and the CSR reference chat will be always your main source to ask any questions. Management will respond directly through chat if you fail to get a response please follow up with an email and ask in chat again. CSR chat will be where you find out what is going on for the day and what calls we are taking. CUSTOMER COMPLAINTS CHAT is a chat where you post all possible callbacks, customer complaints, and bad reviews. All three chats must also be checked throughout your entire shift. Info for Applicants: Applicants can submit their resume online at allcityplumbing4u.com -About us then -Careers Or they can email [email protected] or call (909)303-0001 Calling in Sick Must contact HR & dispatcher: Must email & message human resources [email protected] (909) 303-0001 and contact dispatcher. Accounting department: financing questions, billing questions & payroll questions, paying vendors & pulling permits): [email protected] (909)579-7796 Payment methods we accept: Cash, credit cards, & checks. We can send a payment link where customers can pay online with a card. We do not accept Zelle or the cash app. Financing: The company offers four financing platforms for all our customers, good leap, synchrony, service finance, and turns. Customers are sent synchrony links to apply for financing with all company emails. Service finance can be selected when a customer is viewing an estimate and selects apply for financing. We no longer offer green sky. If a customer has questions regarding financing have a technician contact them. Billing accounts: Set up only by accounting, customers must use us once and pay upon completion, after that, we can set up a billing account by setting up a billing contract. If the job is already a billing account it will have a black tag labeled AR placed on by accounting. Technicians can see this tag on their iPads to know if a customer is billing. SOFTWARE: Swipe Simple (credit card processing system we use): This is the software we use to take credit cards, CSRs can send payment links if techs have trouble on the field or if a customer calls in wanting to make payment. All CSRs can take payment over the phone or send a payment link. The link to create a password is sent to your company Gmail. https://swipesimple.com/sign_in. Refer to the swipe simple sheet on how to send payment links & take payment. acknowledgment initial: __________ Page 2 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 Payment links: These links use a credit card processor (Swipe simple) and can be sent via service titan chat or emailed to the customer. This is only to be done if the homeowner is not present, their swiper is not working, or if a customer calls requesting to make payment. See the call handling guide for sending payment links. Verizon Connect (GPS for all company vehicles): All our vehicles are equipped with GPS & video recording. To access GPS you must be on the Google search engine and top right select profile All City Plumbing Call Center, Type in the following link in the browser and you will automatically be logged in https:// reveal.fleetmatics.com/login.aspx Broadly ( Review Request Software): This software is tied in with Service Titan and once a job is completed it sends an automatic review request. It also asks a customer to leave a review for us to just see broadly and if bad immediately contact to prevent further bad reviews and ensure customer satisfaction. All messages get sent to [email protected] you must be on the All City Plumbing Call Center profile, this will allow you to automatically get redirected to the broadly website to respond to any bad feedback in minutes. Please refer to posting and responding to bad broadly reviews and scripts. Sky Boss (Company's' old CRM): Before 2019 our company’s CRM was Sky Boss software, We can still access software to find old customers' invoices anytime a customer schedules a job and it relates to work done before always look up the customer here. Trainual: ( video training software) is used to help with onboarding for all departments and as a platform to go back and constantly refer as the owner himself explains plumbing to staff. https://trainual.com/. Your login will be your company email and password you create. Service Titan (Company's CRM): customer relationship management software that records calls, and stores all customer records, and job information. All jobs are managed and dispatched through this database. Nexstar: best-practice organization we are a part of that we use for our Call center training program watch these videos weekly for call center training. PHONE SERVICES: Our company has two primary numbers one is the landline 909-360-0464 and the second is our mainline 909-921-1963, both numbers must always be tested at the start and end of the shift by every CSR. If ever a problem with lines immediately call management and do not do anything till the issue is resolved. Transferring Phone Lines: The Answering Service takes phone calls from 8 PM- 6 AM (or whenever we have lines transferred to them) Opening Procedure: Transfer lines from the Answering Service ( Answer Connect) to the Office by 6 a.m: Step 1: On the office phone select line #1 the dial *73 Step 2: Then test both lines by calling from any company cell phone 1: 909-360-0464 2: 909-921-1963 Closing Procedure: Transfer lines from the Office to After-hours Service (Answer Connect) at 8 p.m. Step 1: On the office, phone select line #1 dial *72 wait to hear a double beep & then dial (909)921-1963 Step 2: Then test both lines by calling from any company cell phone 1. 909-921-1963 2. 909-360-0464 Answer Connect: After-hours answering service. When checking the messages from service titan they will come on a cell phone and an email at [email protected]. Answer Connects are called first thing in the morning and after hours if CSR is still in the office. Calls are called back and booked using our Service Titan process. SERVICE REQUESTS: Service requests come in as Calls through, emails, and messaging services, all must be called within 2 minutes no exceptions. The following are all the ways we receive service requests: Yelp Messages from both Anaheim acknowledgment initial: __________ Page 3 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 & Rancho Yelp accounts, Scorpian form fills( messages from our website), Answer Connect, Angie's list & Home advisor, Service Titan chats, Ruby Chats will come to [email protected]. All service requests must be booked through Service Titan, using their booking process, and call-taking packet. Scorpion form fills: customer email inquiries through our website allcityplumbing4u.com Chirp: its a messaging software that sends an automated message to our existing clients from Anthony about any service deals we have going on. Customers responding to chirps are already in service titan please respond with in 2 minutes answering any questions and automatically booking. Angies list & Home advisor: ( now merged and called Angi Leads) Customer inquiries from their website come through to our email [email protected], Once viewing the lead will redirect you to how to contact the customer. You must call and message the customer. Ruby Chats: are customer chat inquiries made through our website. Customers go on our website a pop-up shows up offering to help customers These service requests come into the company email [email protected]. The customer information will be shown in the form of emails. Yelp Messaging: Each CSR is emailed an invitation by Anthony to have access to our company's Yelp page for our Anaheim, Rancho Cucamonga, and Glendale locations. You must have access to all Yelps. For responding use the Yelp responses pages in the Call-taking packet you must check all three Yelp every two minutes. Service Titan chats: Chats that come in from customers on Service Titan phone number is (844) 356-8196, to check chats select the calls section on top of the Service Titan page, on the top right you can select chat underneath booking to see all message inquiries from customers. Schedule Engine: Customers can schedule service requests through our website on their own. The request will show up on Service Titan as a booked appointment and via email. The year of home and value will need to be added and the job summary must be read to ensure the call is properly classified. Calls: come in through a variety of phone lines we have 42 different numbers of calls come through. The following email service requests come from Answer Connect, Scorpion forum fills, ruby chats, and direct emails from customers. Message requests come into two forums on Yelp and service titan chats. Always follow the proper script and you must always use call-taking packets when taking calls. You must always know what calls we are taking for the day and when you are taking them. Using Call- taking sheets requires you to write down what you are taking by looking at ACP notes and CSR chat where the dispatcher will list what we are taking for the day, For calls we are taking on later dates use unassigned numbers on future-dated listed on ACP notes and call taking guide. Emails: must be checked every two minutes and called within two minutes. All emails must be double- checked, Make sure while checking emails you select "ALL MAIL" under inbox to make sure all emails have been answered. The company email will have the various forms of service requests but will also have questions asking questions about invoices or options left that must be immediately sent to the plumber. All CSRS must be able to book all service requests that come through email and must be able to send payment links to customers requesting to pay, send customers estimates again, or email invoices again. For any questions regarding issues with invoices, actual jobs, financing, estimates or any requests about jobs already completed plumber that did the job must be contacted immediately in dispatch chat and by individual direct text message, lastly All details must be added to the job in question by updating the job summary, by copying and pasting customer question or inquiry. Any emails regarding payments already made, any payments for our company vendors, permits, licenses, or adding customers to billing must be sent to [email protected]. Any customer complaints or bad reviews issues the email must be taken a picture of and posted in the customer complaint chat @qualitycontrol and immediately forwarded to [email protected] & [email protected]. If you do not know what to do with any email post it in the CSR reference chat for guidance. Never leave an acknowledgment initial: __________ Page 4 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 email unanswered and when answering any email always add your name label to the email confirming it was you that took care of the email. SCHEDULING & DISPATCHING A SERVICE REQUEST : All customer information is to be written on the call-taking sheet, please double-check if the customer is already an existing customer, if an existing customer just book the job under customer. If not is a system, create a new customer by adding all the customer's information into Service Titan. The booking screen will then prompt you to select the job type, fill in the job summary, select the appointment date, and appropriate job tags and a job will be created. If a customer is not in Service Titan you will have to in the customer's name, address, phone number, and email. Once the job is created it will automatically show below on the dispatch board as an Unassigned job. You will be able to see all jobs unassigned with Tags, Received date, Type, Start date, Customer, and Address. The customer will have also received a booking confirmation via text and email confirming the job scheduling. Dispatching Technicians to booked service requests: Once we have a technician ready to send to a booked job dispatch will Assign & dispatch to a technician using the dispatching cheats sheet and guide Dispatch will Notify the tech via company dispatch chat and Service Titan will automatically notify the tech via company email on iPad that they are dispatched. The customer will automatically be notified via Service Titan via email & cell phone with information, a picture Bio, and that the technician is on his way. No ETA is provided when tech sends a dispatched text. Dispatch must text eta or call if the text is not available. TRAINING SCHEDULE : Training days will be Wednesday -Sunday 12 pm - Close or Thursday- Sunday 12 pm- Close for the first 4 weeks. Read through the entire onboarding packet, initial every page, and turn in your signed copy to the company drop box, located to the right of company mailboxes. Studying the Onboarding packet and filling in the blanks, reading through the onboarding packet every day for the first 30 minutes of your shift till you memorize it. Watching all Trainual & Service Titan CSR videos Studying and learning the Call- taking packet Take all CSR 1, 2, 3 Read Plumbing 1,2,3 book first 20 minutes of every shift and write a paragraph about what you learned Two days of Listening to three entire days of listening to a former employee take calls and practice taking every call by writing down what the call is. Every shift you must complete an opening and closing checklist these lists are included in your CSR/ Dispatcher Daily & Weekly Job Duties Packet. Post at the start of your shift and end shift in the CSR reference chat. Every day you must update sheets and every week you will be required to update your turn-in completed packet in the company drop box. To stay on track and to aid in better communication with your new position. You must send management a daily recap update. It should take 5 to 10 min, 1. Tell me what you did and the results you got, 2. Problems and challenges 3. Questions you have. Email recaps to [email protected] Trainual Video training: Please take lots of notes while watching all videos and rewatch and constantly refer as the owner himself explains plumbing to staff. Log in using the following website https://trainual.com/. Your login will be your company email and password you create. Once you log in to trainual, my desk will you must watch and read all subjects below please initial and date every subject completed: - Cal Osha Covid training, Attendance Policy, Call Priority Tag List, ACP Most Profitable Calls Part 1 - Dispatching Essentials, CSR Plumbing Questions, CSR/Dispatch Test, Meet The Owner, Plumbing 101, CSR/Dispatch Dispatch Board Training, Timekeeping X:_____________________ - CSR/Dispatcher Learning The Plumbing System (Onboarding) - This will help teach office staff how the plumbing system works and how to classify job types while understanding the value of each job. We will also cover subjects that relate to performing the work of a CSR and Dispatcher. 3 hrs 27 min, initial each video when completed acknowledgment initial: __________ Page 5 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 Main Line Stoppage Videos Showing The Sewer Gathering Information System From Front Of Home To... Examples Of Empathy Statements Mainline- Tub and Shower Filling UP Main line Not started stoppage Lowest Fixtures explained Empathy Reassurance Mainline- Inside Home Bathroom Drain System, How Active Listening To Tell If - -Its A Main Line PEX Water Repipe Mainline- Most Profitable Main Line Sewer Stoppage Tankless Flush Decsalling Most Profitable Sewer Repair How Home Plumbing Works Main Line Stoppage On Septic Tank Backflow Preventer Main Line Sewer Clean Out, Kitchen Sink Clean Out, Job Type Angle Stop Leaking Laundry Clean Out Part 1 Trap Primers Main Line Sewer Clean Out, Kitchen Sink Clean Out, Job Type Refrigerator Ice Maker Water Line Leaking or Laundry Clean Out Part 2 Repair 1979 Or Older Clay Sewer Main Stoppage (Clay Drain Job Type Gas Line Shorten Pipe Explained) Most Profitable Leak Under A Home On A Raised Floor Drains Part 1 (Possible Main Line Stoppage) Foundation (On Water Or Dr… Floor Drains Part 2 (Possible Main Line Stoppage) What Is A Lead (When A Customer Calls In With A Toilet Repairs, Wax ring gone bad, or is it a main line Plumbing Problem) stoppage (possible... The Cost Of A Lead (Phone Call, Click, Form Fill) Camera Inspection Equipment For Drains Sell The Free Onsite Visual Estimate Sewer Back Water Valve Fire Sprinklers (We Do NOT Work On, A Different --- Drain Pipe Bursting Contractor License IS Req... Drain Pipe Lining Check In With Dispatch (For Plumbers) Hydro Jetting Summary Of Findings (For Plumbers) Descaling Cast Iron Pipe 3 Options (For Plumbers) Drain Cleaning Before and After Pictures (For Plumbers) Trench Safety Service Area LA County Slab Leak Zip Codes We Service For The City Of LA and East LA Signs Of A Slab Leak Service Area Orange County Most Profitable Slab Leak (Direct Repair, Reroute, Service Area San Bernardino County Repipe) Service Area Riverside County Leak Detection Equipment For Slab Leaks Safety Shoring 5 Feet Or Deeper (Part 1) Broken Water Main Safety Shoring 5 feet or deeper (Part 2 How To Install Most Profitable Broken Water Main Shoring) Broken Sprinkler Main Asbestos Testing (Where to find Asbestos) Water Service Riser Job Type Leaking Hose Bib (Garden Hose) Water Pressure Regulator Job Type Hook Up Washer And Dryer Most Profitable Kitchen & Or Laundry Stoppage 1979 Most Profitable Stolen OR Leaking Back-flows & Older Part 1 Viewing Dispatch Board 1-16-23 Most Profitable Kitchen & Or Laundry Stoppage 1979 Business Units For Review Requests & Older Part 2 Pool Fills Older Drains 1979 or Older The Difference In Building Pool Plumbing That We DO Not Work On Material (cast iron) Customer-provided Provided Hot Water Dispenser Drain System Single Stoppage explained Know What Calls Your Taking Get In The Game Most Profitable Single Stoppage 1979 Or Older Part 1 Pricing We Can Quote (Drain Cleaning) Most Profitable Single Stoppage 1979 Or Older Part 2 Why We Quote Drain Pricing (Who's a Pro?) Pricing We Can Quote (Camera Inspection) Kitchen Drains, Air gaps, Garbage Disposals Pricing We Can Quote (Customer-Provided Faucet Dishwasher Plumbing and Taking Install) Area Drains, Rain Drains, Storm Drains, French Drains Pricing You Can Quote Over The Phone (Tankless Storage Water Heaters Part 1 Diagnoses and Flush) Storage Water Heater Thermal Expansion Tanks Part 2 Do Not Service List Tankless Water Heaters Landlord and Tenant Process Up To Down Leak Urgency List Gas Meter Locked and Tagged Trench less We can do Toilet repair, tank to bowl, toilet flange, rocking toilet Do we install tubs? Remodels why we don't do them Commercial Toilet Sloan valve, why commercial Seeing The Same Problems again and again Please plumbing is harder. make adjustments Shower Valves Sprinkler main (Recap from lost opportunity) Tub Fills Understanding Air Conditioning Condensation Drains. Repeat & Referral Customers Do we work on them? After Hours Calls, Check First Thing & Post In Chat Watch electrical videos Smoke Testing Equipment (Bad Smell) Watch hvac videos How Did You Hear About Us? Videos are being added weekly ask management for Be Empathetic, Show Empathy Before You Move To updated list acknowledgment initial: __________ Page 6 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 Service Titan (Company's CRM): Service Titan Is ACP's Dispatch board and customer record database. Customer Information is entered into this system, calls are recorded, and jobs are dispatched. Please watch the videos twice the software can be very tricky so please take time and write several notes. Sign In to Service Titan: https://go.servicetitan.com/Auth/Login: Username: first& last name Password: Allcity2022 < Search the following courses enroll & watch only specific videos> Be sure to pass the test with 90% or greater before moving on 1. Prepare to Launch - CSR - ServiceTitan Power Search Only watch the following included - Dispatching - Job booking - Dispatching Basics Overview - Job Booking Basics for CSR's - Follow-Ups - Modifying Customer Records - Follow-Up Screen Overview - Modifying Service Location Records - Follow Up On Open Opportunities and Convert - Managing Customer Relocation Estimates - Merging and Unmerging Records 4. Job Summary (2m 3s) - Service Titan Power Search 5. Booking a Job for an Existing Customer (4m 5s) 2. Job booking Essentials 6. Booking a Job for a New Customer (3m 7s) - Job Booking Essentials 7. Introduction to Call Booking and Dispatching - Job Booking Basics Overview Recorded Workshop - The Life Cycle of a Call 8. Incoming Chats in ServiceTitan - Job Booking Basics 9. Payment Collections Feature: Collecting and - ServiceTitan Chat Overview Applying Payment 3. Prepare to Launch - General Office - Non - Introduction to payment collection Management - collecting and applying payments to invoices - Watch the following - Collect payments on the customer profile Nexstar (Call center training program): Our company prides its sales on giving 5-star excellence service starting with our call center. Below is the call center training to excellence: Call Center & Dispatch answering the phone C.U.T.E.: In call center school, our trainers use an Always use call call-taking packet and have csr acronym that will help CSRs and managers break book in front of you to quickly look up any down a successful call. C.U.T.E. stands for: Control questions you may have when on a live call. * Urgency * Tone * Empathy Always smile when answering the phone. How to get started: Watch the video to learn more Always show empathy and interest in helping the about C.U.T.E. Think about these four qualities and customer. how they impact each call. Always answer the phone on the first ring. Call Taking Dos and Don'ts Take calls in the order in which they come. Purpose: Think of yourself if given the choice; Avoid putting callers on hold at all costs. If you wouldn't you give your business to a company that must, ask the caller's permission before putting offers service with a smile? We all prefer to deal with them on hold, and then wait for the permission to people who are not only professional, but also be granted before actually placing them on hold. pleasant, helpful, and courteous. This is especially Customers should never be left on hold for longer for your customers, who are often dealing with than one to two minutes. potentially difficult or frustrating PHCE problems. Put a customer on hold only to answer another call To make our customers feel special and comfortable, or quickly research the customer's question. If Nexstar has developed and tested the following basic answering another call, tell the new caller you'll be standards of courtesy for all telephone calls. Just as right with them; then get back to the first caller as there are general standards of courtesy, there are soon as possible. phone behaviors that consistently will provide a poor Be courteous and helpful. Obtain basic information impression. This lesson reviews the dos and don'ts of on the phone. call-taking. Offer to help the customer solve the problem and Call Taking Dos guide the customer to a decision to make an Follow a script. appointment. Always be prepared to answer the phone, and Have a thorough knowledge of available services. know when you are taking certain job types for the Try to keep the conversation short (two minutes on day the next day and the upcoming week before average). acknowledgment initial: __________ Page 7 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 Sit where background noise is at a minimum (no content at your own pace. Don't rush! Accountability radios, loud voices, etc.) is key! The exercises in the Call Center Self Study At the end of the conversation, thank the caller for Guide Action Plan will help you be accountable, but calling, using his/her name. at the end of the day, you are in charge of your Sincere efforts to help will pay off with good destiny. customer relationships. Satisfied customers will call How to start watching Nexstar videos go to the you again... and refer family, friends, and co- website: https://member.nexstarnetwork.com/ Login < Go to Online tools and training> < workers. Select Call center and dispatch> speaking to customers on the phone. It will cause - Watch the following videos: you to be more conscious of the smile on your face - - Angry Customers-DSR - Customer Follow up and in your voice! - Are your Calls Cute? Call Taking Don'ts - EAR Approach Shout, whisper, use slang, or swear - Call Taking Dos and Don’ts Pick up the phone while laughing or talking to - Gathering Critical Customer Information - CSR Emergency Call Procedures someone else; hurts the company's professional NEXT: Call center Self-Study Guide E-Learning> image. < Select Call center self study guide>v< on right Select Eat, drink, or chew gum while answering the Call Center Self- Study Guide E-Learning> phone. - Keys to your success - Call Center in Action Be rude or angry with a customer. - Try it! Scenarios What would you do Interrupt a customer. NEXT: Call Center Excellence Videos Tune out a long-winded customer. They may say v v Quote products or service prices over the phone. v< next Make or receive personal phone calls while at remove filters and search for the following videos and work. watch each one> - Better Questions Give out the company address to customers or -Attitude unwanted solicitors. To customers, the company -Building Value address can relate to how long it will take to get to -Dispatch their location. -Find Your Business Voice -Handling Complaints Effectively Talk negatively or badly about the company or any NEXT: Customers First Videos person. Promise something your company cannot deliver. F.Y.I. Only about 30% of what is said over the < Next remove filters and search for the following videos telephone is clearly understood by the caller! Be and watch each one> clear - and quick. -Call Center Excellence Call Center Self-Study Guide -Goal Setting -Call Prioritization Purpose: The Call Center Self Study Guide has -Call Backs (Technicians callbacks been designed to help call center representatives and - CSR/Dispatch assist in getting all the details) dispatchers become the best at customer interaction. - -Consistency Things to consider: You can work through this -Credibility Statements New Hire: Csr Expectations, Raises, bonuses & promotions 9/25/24 Each CSR upon hiring is on probation for the first 6 months as stated in the handbook and is considered part- time. For the first 6 months, your schedule will vary as we evaluate your performance regularly. You are expected to maintain perfect attendance and be on time for every shift Failure to do so will affect eligibility. You are also required to complete all daily and weekly duties Failure to do so will also affect raise eligibility. Training schedule for all new hires will be Wed-Fri 12pm- Close & Sat-Sun 11am-Close. Monthly Schedules: a month in advance Time off requests: Any time off must be requested two weeks in advance. You must receive a signed time off acknowledgment initial: __________ Page 8 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 request for it to be considered approved. All time requests are not granted but in case of emergency, you can switch shifts with management approval. Any requests made at the time of hire are approved. Raises are based on Job averages, perfect attendance, and completing all daily & weekly duties: Failure to meet any of the requirements will forfeit a raise. 1. After the first 30 working days employee is eligible to get the first raise of $1 if you have perfect attendance, following script at all times, and completing all weekly & daily duties in entirety and average ticket is consistently $900 weekly Failing to complete all daily and weekly duties will also result in disciplinary action or termination. 2. Second, raising CSR becomes eligible after 90 days of working days with the company an additional $1 for employees who maintain a job average ticket consistently being $1000 per month, have perfect attendance, follow the script at all times, and complete all weekly & daily duties in entirety. 3. The third raise can come after 6 months working months an employee becomes eligible for an additional $1 for an employee maintaining a job average ticket consistently being $1200- $1400 per month, perfect attendance, following script at all times, and completing all weekly & daily duties in entirety. Individual bonuses: vary from week to week, everything from most calls booked, calls answered, highest job average, messaging bonuses from all messages completed that week from Yelp, Angie's list, home advisor, Ruby, and most calls correctly reviewed, categories are chosen at random. For CSR to qualify for bonuses. The department must hit the weekly revenue goal for this bonus to be paid out. IF a csr/dispatcher does not have perfect attendance that week and does not complete all daily & weekly duties, or gets a bad review all bonuses are forfeited. Promotions: All employees in the CSR/dispatching department will start as CSRs if hired as dispatchers this will still be the same route just fast-tracked, Once proven to be a good CSR hitting all raises you can be promoted to dispatch lead or shift lead starting at $25- $28 an hour, from shift lead, you can become a department Shift manager CSR or dispatch starting at $26-28 an hour. After the department manager excels as a department manager assistant at 80k or assistant branch manager at 100k or more. CALL TAKING PACKET Is required to be on your desk at all times and used at all times when booking calls. The following sheets make up the call-taking packet. 1. Table of contents: Csr packet 12. Call-taking guide 2. daily & weekly job duties packet 13. Yelp, Angie’s list, Chirp ,responses 3. Call handling guide ( how to handle 14. Vendor list 1/16/23 everything below) 15. Same-day callback, customer complaint, and 4. Daily Call taking sheet 10/01/23 bad review policy 5. Csr script 10/1/23 16. Posting & Responding to Bad Broadly Review 6. Most profitable calls list 10/1/23 17. Guidelines for handling Callbacks 7. Discovery Questions 18. Customer Service Ritz Script: preventing and 8. Service Area list overturning bad Reeves 9. Service Area Map 19. Customer Complaints, Callbacks, & Possible 10. Call priority list 10/123 Callbacks Checklist 11. Pricing We can quote & drain cleaning 20. Csr Test 1,2, & 3 pricing 1/8/23 Always use call call-taking packet when answering a call, it is important to always have information right in front of you to always guarantee you can answer all customers as quickly as possible and correctly. It is also essential to understand Call Priority(P-1, H-1, P-2, P-3, & P-4). Always list what calls you are taking at the start of your shift on call taking a shift and use the call-taking guide to know exactly when to book calls. All calls are scheduled with a 2-hour time frame window. If a customer has a special preference just note it in the job summary. acknowledgment initial: __________ Page 9 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 CSR/DISPATCHER DAILY & WEEKLY JOB DUTIES PACKET : 9/25/24 As a CSR/Dispatcher your number one priority is to answer all incoming phone calls on the first ring and book calls regardless of what you are doing. In addition, any missed calls or calls that have hung up must be called back within 1 minute. The daily goal is to book 25 calls a day and make or receive 100 calls a day. All calls must be under 5 minutes. If you are not answering an incoming call or calling back a missed call, you are to be responding to Angie's list, company email ([email protected]) for ruby chats (chats on the website), Scorpio (forum fills from website), reviewing & correcting your calls, reading plumbing book, watching Trainual or youtube plumbing videos, or taking CSR tests. This packet is a guide to make sure all your weekly, daily, opening, and closing duties are completed in their entirety. This entire packet is to be completed each week and updated daily, and one completed packet must be turned in every week. At the end of each work week, you must turn in the completed packet in the company dropbox for that week, with no exceptions. Below is a weekly checklist, opening shift checklist, and ending shift checklist. If you cannot complete or do not understand how to do one of your required tasks, management, and human resources are to be immediately notified via email @[email protected],@ [email protected], and via csr reference chat. Weekly Duties Checklist : The following tasks must be completed every week by all CSR/dispatchers in their entirety. Please Initial and date each task confirming you have completed it. 1. Updated & posted daily call taking sheet, opening &closing checklist for each shift.________ 2. Take two tests per week, and show signs of improvement. Attach both tests to this packet._____ 3. Followed up & Attach all Checklists on all bad reviews, possible call-backs, bad broadly, or complaints you handled for the week. Attach all checklists to this packet.___________ 4. Watch 10 training videos you watched for the week. List all the videos you watched: _____________________________________________________________________________ 5. Call 5 Happy Calls per week, if the customer does not answer and only a voicemail is left call does not count unless you speak to the customer. You must make Calls through Service Titan using the happy script. List the jobs you called & feedback:___________________________________ 6. Did you book 25 calls a day? List days you did_____________________List days you did not & why : 7. Did you make or receive 100 calls a day? List days you did______________list days you did not & why: 8. Did you review all your calls & jobs booked for the week & add your name tag confirming you double-checked all the calls you booked?________List any job types you're struggling with & why: 9. List 3 things you struggled with each day & 3 things you are working on: ____________________________________________________________________________________ ____________________________________________________________________________________ Daily Duties: Opening Shift Duties This checklist must be completed by every CSR/Dispatcher no matter what time your shift starts. This checklist must be completed for all shifts immediately after clocking in and must be posted in Csr Chat within 30 minutes of the start of a shift. 1. Transfer and test lines 7. Answer all company emails & messages 2. Confirm booked jobs for the day 8. Failed Email delivery/failed invoice email 3. Fill out and post the daily call-taking sheet delivery alerts corrected 4. Call all after-hour calls & Abandoned calls must 9. Listen and Check all calls that came in today & be called & assigned day before 5. Update yourself 10. Double check & tag all the jobs you booked 6. Post Customer complaints chat any after-hours were correctly classified complaints, bad reviews, bad broadly, or 11. The helper board was updated & posted in chat. complaints in general that you see were not taken care of. acknowledgment initial: __________ Page 10 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 Throughout the day duties: You must always be Answering calls on the first ring and booking calls over all other duties. No matter what you are doing if phones ring you must pick it up. If not booking calls you should check company chats every 10 minutes for updates and continuously respond to Yelp messages, Gmail, and Service Titan chats. Checking dispatch board hourly to see what times you can take the next call. Listening and reclassifying your calls or reviewing the CSR book, watching plumbing videos, reading your plumbing book, and testing. Ending shift duties: Start completed duties last 60 minutes of any shift. These duties are to be done throughout the day, and this sheet confirms all job duties were completed and catches any missed calls emails, messages, or customer issues. 1. Call all missed calls. 7. Transfer and test lines 2. Answer all emails & messages. 8. Helper board updated/posted in chat. 4. Correct all Failed Email delivery alerts 9. Turn off lights & Close all doors in the shop 5. Listen to all your calls 10. Clean your entire workspace 6. Double-check all your jobs booked. 12. Set an alarm if closing *Opening Duties Checklist* (While doing duties you still should be answering calls as always required) *This sheet must be posted and updated daily in the CSR reference chat. An example of how you fill out a sheet is the following. List dates & times you completed duty: 7/30, 8:50 am, 7/31 9:05 am, for how many you took care of each day list date and quantity 7/30: 5, 7/31: 8, 8/1: 4, 1. Transfer & test lines: Step 1 Using an office desktop phone, Press line #1 the dial *73, Step 2: Test both lines by calling from a company cell phone, Dial: (909)360-0464 & (909)921-1963. If having any issues keep attempting to transfer lines & contact management till the issue is resolved. If already transferred just test again: Dates & time completed:____________________________________________________________ 2. Confirm All jobs booked for the day, using this text message (Good morning, this is _____ from All City Plumbing, Air, & Electrical we would like to confirm the scheduled appointment you have set today. Please reply “C” confirming today's appointment. Thank you and we look forward to servicing you. If no response, call. Dates & Times completed:________________________________________________________________ 3. Fill out and post the call-taking sheet for the day. List Dates & times posted: _____________________ 4. Call any after-hours calls & missed calls from the night before or in the morning ( check Service Titan for abandoned calls, & *CALLER ID on desktop phones. Use the abandoned calls sheet to properly classify calls. List how many calls you called, each day & assigned calls under your name, list any numbers that did not show up on service titan below: ________________________________________________________________________________ 5. Update yourself: Check all messages since your last shift in CSR chat, Csr reference chat, and Your company email for any updates: Check [email protected] for any emails from management that should be printed twice once you keep & once you sign & turn in to the company drop box. For all messages and emails, you take care to attach your label name confirming you have taken care of the email. For any emails that are not service requests immediately forward them to the appropriate department (accounting deals with only any payment issues, vendor issues, or financing issues @[email protected] human resources & hiring issues to hr department @[email protected] * Carla must always be cc on any law related or crisis email @[email protected] or any emails you don’t understand * these emails are not to be deleted Any emails you do not know how to address or have questions regarding it must be posted in the CSR acknowledgment initial: __________ Page 11 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 reference chat and any unanswered questions must be addressed again before the end of your shift. If any law-related or crisis issues need to be posted in customer complaints, call the general manager and contact the quality control supervisor. You must call and text message the general manager. List any emails you did not know what to do with & any crisis emails & outcomes:____________________________________________________________________ 6. Post & book job, for any customer complaints chat, any complaints, bad reviews, possible callbacks, bad broadly or complaints in general that have not been addressed that came in, and any bad broadly tag quality control supervisors, you must call customers immediately, get details, and follow up in chat that they have taken care of. Please follow posting bad broadly, possible callbacks, and posting customer complaints policy & attach all checklists you completed for the week to this packet. List the date, job number created for the issue, & time you handled each issue: ___________________________________________________________________________________ ____________________________________________________________________________________ 7. All company emails & messages must have been answered & labeled: yelp messages (*must be answered twice, see yelp response sheet, Angie's lists, home advisor, ruby calls, Scorpio online form fills, service titan chats, chirp, service allies ( use message icon on the job to see these messages, chirp messages, and broadly messages: List how many emails & messages you answered & called each day: __________________________________________________________________________________ 8. Failed Email delivery/failed invoice email delivery alerts corrected, how many corrected & emails. This can be found on [email protected] list how many each day: __________________________________________________________________________________ 9. Listen and Double-check all calls that came in today & day before seeing if something was not taken care of. List the calls you corrected & use your tag with initials to confirm you checked your calls: __________________________________________________________________________________________ ______________________________________________________________________________ 10. Double check & tag all the jobs you booked were correctly classified by correct job type, correct year built, job type, home value, and any notes that may be missing. All your jobs you booked you must review and listen to again. You must add your initial job tag confirming you reviewed your call. List how many jobs you corrected & date: ___________________________________________________________________________________ 11. Helper board updated/posted in chat it must be posted at the start of shift, mid-shift, and end of shift. List what dates & times posted : ________________________________________________________________________________________ *Ending shift/ Closing duties Daily Checklist * This sheet must be posted and updated daily in the CSR reference chat. An example of how you fill out a sheet is the following. List date & time you completed duty: 7/30, 8:50 am, 7/31 9:05 am, for how many you took care of each day list date and quantity completed: 7/30: 5, 7/31: 8, 8/1: 1. Call all missed calls ( not all missed calls show up on Service Titan and you must check caller ID on desktop phones). List how many you called each day & if phone numbers you called were not in service titan: ____________________________________________________________________________________ 2. Verify that all Posted & booked jobs for any customer complaints chat, any complaints, bad reviews, possible callbacks, or bad broadly that came in were taken care of. Add your initial tag to any jobs booked for the day verifying you checked they were taken care of. List the date & how many you reviewed & how many you handled & attach checklists to your packet:_______________________________________________ 3. All company emails & messages must have been answered & labeled: yelp messages (*must be answered twice, Yelp, Angies list & Chirp response sheet for examples on how to answer messaged, Angie's lists, chirp, service allies, home advisor, ruby calls, Scorpio online form fills, service titan chats acknowledgment initial: __________ Page 12 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 ( use message icon on the job to see these messages, and broadly messages: List how many emails & messages you answered & called each day: __________________________________________________________________________________ 4. Failed Email delivery/failed invoice email delivery alerts corrected, how many corrected & emails. This can be found on [email protected] list Date & how many you corrected: ___________________________________________________________________________________ 5. Listen and Check all calls that came in for the day before seeing if something was not taken care of. List the date, and the calls you corrected, and add your name tag verifying you listened to: __________________________________________________________________________________ 6. Double-check & review your booked jobs for the day review the correct job type, correct year built, job type, home value, and any notes that may be missing. You must review any notes in the invoice summary by the technician and listen to the call again. You must add your initial job tag confirming you reviewed your call. List date & how many jobs you reviewed, corrected, & added your name tag to: __________________________________________________________________________________ 7. Transfer desktop phone to answering service: Step 1: On the office phone, select line #1 dial *72 wait to hear a double beep & then dial (909)921-1963, Step 2: Then test both lines by calling from any company cell phone 909-921-1963 & 909-360-0464. List date completed: ________________________ 8. Helper board updated/posted in chat it must be posted every 2 hours. List date & times posted : 9. Turn off Lights and Close all Doors in the shop including Bay doors/ back doors/shop doors, both buildings must be closed and locked. Lights ( are in hallway blue tape) office lights near the alarm. List date & time you completed:____________________________________________________________________ 10. Clean your entire workspace, Wipe down your desk, throw away trash, & vacuum your area. List day & time completed:___________________________________________________________________ 11. Set alarm:_________________________________________________________________ Signing below you are acknowledging you completed your weekly, opening, and closing job duties in their entirety. You also acknowledge that if you did not understand how to complete any task you have messaged and emailed human resources and management to help you in completing the required task. Print name:___________________________Signature:__________________________Date :______________ acknowledgment initial: __________ Page 13 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 CALL HANDLING GUIDE 9/25/24 Abandoned Calls / Missed calls Financing questions ( contact technician) Billing Questions Free onsite visual estimates Canceling calls Happy call Script Classifying calls Job summary template Concerned Customer Plan Job Opportunity Customers Requesting Technicians Job campaign Csr 5-star service process Landlord-tenant process: * for commercial Customer calls for more work and we currently buildings & homeowners association have an open job Leak detection set proper expectations Estimate Approvals Mislabeled job types Etas ( delaying etas and sending etas) Payment methods we accept Scheduling estimate approvals Payment links Delaying & Rescheduling Policies Putting customers on hold script Delaying calls script Service Titan chats ( responding & canceling Do not service Script calls) Estimate or invoice questions * from customers & Service area questions insurance agents ** do not send any information Services we do not provide to an insurance company without the owner's Sky boss ( 2019 & prior customers & invoices) consent ( contact technician) Urgency list Script Fees Scripts for all 4 trades, plumbing, electrical, W9 & workers comp & commercial general hvac, & restoration liability for commercial businesses ABANDONED CALLS/ MISSED CALLS: Any abandoned calls or missed calls need to be called back within 5 seconds. Every time the phone rings money is spent so if we ever have an issue with phones or connect call back the customer immediately back to avoid getting charged more for a call. Missed Calls: Never while having live lines should a call be missed, if you are on the phone and another call comes and all CSRs are answering phones if you hear the phone ring after 2 rings and no one picks up, pick it up. If by any chance a call is missed you need to immediately call back. *EVERYONE MUST CHECK MISSED CALL LOGS ON THE PHONE AND SERVICE TITAN CONTINUOUSLY. BILLING QUESTIONS: only accounting can set up a billing account for customers. Customers must use us once and pay upon completion, after that, we can set up a billing account by accounting and setting up a billing contract. If the job is already a billing account it will have an AR tag by it placed on by accounting. Technicians can see if a billing account has an AR tag to see if the customer is billing. CANCELLING CALLS: The only reason calls can be canceled are - For any reason, if a customer calls to cancel a job you must immediately message the technician in dispatch chat, a text message, and call them to let them know the customer canceled. Notes must be made in the job summary. - The customer cancels when we confirm the call. - - Canceled When En Route: when we have dispatched a technician and he has not arrived - - Competitor arrived: technician arrives and another company is onsite technician must add photos to the job before canceling - - Customer not home: The technician arrives at home and no one is there customer must have left business cards and magnets at the door - Duplicate entry: a duplicate job has been created - If the technician has already arrived and left estimates to call can not be canceled technician must close the job out as an estimate CLASSIFYING CALL REASONS: The following are 4 call reasons and the only reasons you are to select a certain call reason. All calls must be under answering csr and if correcting a call add your name in the comments. 1. This was not a service request. Excuse it. call and ask more questions. a. Call regarding HR, hiring or employee verification, or e.Hang up** answered heard no one & called back still employee complaint no answer ( is when a customer just calls in and hangs u. b. Don't Provide Service Needed Immediately attempt to call back and if still no answer c. employee call use this call reason. **only two reasons not to use hang- d. Follow-up call regarding a request inquiry ( job has not up in this category. If you start speaking about a service been booked but the call has already been answered and request and they hang up on it is still considered a service labeled a lead not booked but the customer continues to request. If you put customers on hold and they hang up acknowledgment initial: __________ Page 14 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 that is still considered a lead and you are to use call g. out of service area reason #2 this was a service request that was not booked h. Spam/Robo Call/ wrong number drop-down. i. Vendor/ Marketing f. Home advisor or Angie's list robot call 2. This was a service request that was not booked. A. csr will call the customer back seconds and hung up it is to be labeled this) B. the customer said they would call back G. schedule full C. customer wanted the price over the phone H. wrong information given by csr (* if csr gave any D. found someone sooner wrong information about policy, service area, E. need landlord permission availability, about service we provide this is used, F. put on hold hang up ( this is considered a lead as if also if the customer hangs up) you put a customer on hold for more than * 30 3. This call was related to an existing job: Any calls related to an existing job, customer calls about the update, customer calls to cancel the call, customer calls to get information of the call, customer calls anything regarding an existing job - you must search for the job the customer is asking about and attach it using the search bar that appears when selecting the call reason 4. A job was booked for this call: call must be attached to the job using the search bar that appears when selecting the call reason CONCERNED CUSTOMER PLAN: Most Common Concerns: Cleanliness…Pricing...Late Arrival (If you are tongue-tied - take a minute- and say you will bring their concerns to your manager and will be getting back to them.) Cleanliness: If the service tech has left a mess offer to send a maid service to clean up. I am very sorry the technician left a mess. What would you like me to do for you? I can have a service come out to clean up. I am so sorry and thank you for sharing this with me so we can address this issue and take steps to make sure this doesn't happen again. Pricing: Could I ask you a few questions about your concerns? What did you not like about the price? Were you presented with options? (It is ACP procedure to present the customer with a free estimate. If the Service Technician has failed to present the customer with an estimate, immediately thank them for making you aware of this issue and you will escalate this to your supervisor. Schedule a time to call them back after you have passed this to the manager. ) ***********If the customer was presented with options but is still not happy with the price, ask... 1. Did you receive the price estimate before the work was done? Did you approve the estimate? 2. By this point the customer may have noted they accepted the estimate and are venting. CUSTOMERS REQUESTING SPECIFIC TECHNICIANS: Ask the customer when they would like to schedule service and advise them you will tentatively book the appointment and will immediately contact the technician. Technicians must be contacted Through dispatch chat and direct text messages. You must note in the job summary which technician they requested and that you contacted the technician and when. If the technician is unavailable note in the job summary and update the customer that you can send someone else. For top technicians also call them. If the customer prefers to wait for the technician let them know when the technician is available and note it in the job. CSR 5 STAR SERVICE PROCESS: You are the first point of contact for our customers. Right away you need to make the customer feel like they have called the right place. You have the power to control that by sounding happy and being polite on the call. Once you have booked the call at the very end of the script (thank you for giving us a call today I would like to take this time to let you know I will call you when the technician is on the way again my name is __________ and you can call in and ask for me at any time I’m here to help you. Once the tech is on the way call the customer and say something like this (Hello this is _______ with all city plumbing may I speak to ______? Im calling to let you know one of our best technicians Steve is on the way and he can be there in 30 minutes will that work for you? Ok great once again my name is ________ if there’s anything I can help you with please call me anytime I’m here to help. Once the call is over call the customer and do a happy call. If they were happy with our service ask them to please leave us a review. Also, ask them if they can please share their experience with the office. Reviews are a great way for us to look good during our performance reviews and we weighed heavily. You can also follow up on estimates to help close the deal and make sure they received the estimate and when they would like to start work. Spiff for every 5-star review you get with the customer leaving your name or if they mention how good the office is you will get a $20 spiff if you can track it back to you. Also if you help convert an estimate you will too. If the CSR that takes the call stays with the customer till the very end the likelihood of getting a 5-star review will dramatically increase. The key is to name-drop yourself and to be generally concerned for the customer. Give them a great experience and let them know you're here for them at any time. CUSTOMER REQUESTING MORE WORK AND WE CURRENTLY HAVE AN OPEN JOB FOR THEM: a current client for whom we have a job scheduled and are currently working on a job at their residence calls about another acknowledgment initial: __________ Page 15 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 problem the no technician already servicing the client should be notified immediately. Under no circumstances is another technician to be sent out without the technician that is currently with the open job with the customer notified. Notes must be written in the job technician was notified via text message or phone call and response. You must always get a response. ESTIMATE APPROVALS: if a customer calls to approve an estimate. ( even if the client is requesting a different technician, the technician that wrote the estimate should be notified immediately along with notes written in the job technician was notified via text message & dispatch chat. If the technician is off you must call him. Follow scheduling estimate approvals policy. ESTIMATED TIME OF ARRIVALS: the moment a technician sends an eta in a chat immediately text the customer eta if you can not message just call eta. DELAYED ETAS :(always be very empathetic as we are late and disrespecting their time. & always call customer if we are late if no answer leave a message and text) Hi, this is _____________with All City Plumbing, I was calling you in regards to an appointment you have scheduled with our company for_ __to____. We do have a technician out now and I wanted to make sure to have someone headed to you as the technician in your area is still down on a job. We are expecting to have the technician out closer to_______ Is that still okay? IF THE CUSTOMER IS UNHAPPY WITH THE DELAY* Let them know we are still going to try to get a technician out sooner, I will continue to make calls and again I am so sorry. ****Always listen to the customer and apologize. If the customer does not want to wait let them know you will continue to work on getting a closer technician and will call them back and again I apologize for the delay. SENDING ETAS: Are primarily sent via message through service titan our technician will be arriving in __ minutes. Always add 5 minutes to eta unless we are late and you are calling ETA SCHEDULING ESTIMATE APPROVALS: The following is what to do when a customer approves an estimate over the phone, through emailing us, or contacts the plumber and wants to do additional work. Reschedule the original job or sell over estimate approved booking a new job off the original estimate. Job must be booked for the time and date the customer wants work done and let them know you will be contacting the technician to confirm the appointment. Make note of this in the job summary and immediately contact the technician and notify them in dispatch chat, call them, and through text message confirming the job. Confirm in the job summary you contacted the technician and that the customer wants to approve estimates. Once the technician confirms call back the customer and notify them and text them through service chat to confirm it. If the technician is no longer with us just leave it unassigned and note in the job summary work is approved. Two ways to schedule estimate approvals, one with payment and one without.: If the job is completed with $0.00: scroll down add an appointment for when the customer wants work schedule it and let the customer know you will be contacting the technician and letting him know you would like to proceed with the work and he will be reaching out to them. Update the job summary and immediately contact the technician and notify them in dispatch chat, and through text message. Confirm in the job summary you did both and that the customer wants to approve estimates. Once the technician confirms call back the customer and notify them and text them through service chat to confirm it. If the job has been completed with any payment already: do not open the job if the job is in the previous work week. The estimate the customer wants to approve must be selected. Next, select the estimate they want to approve and a screen with estimate details will appear. On the top right select the opportunity number, The Opportunity Follow-up page will appear, scroll down to estimate the customer wants to approve and select sold/ convert. The estimate page will appear to select all estimate items the customer wants to approve and you will be prompted to book a new job and the job type bid approved is to be selected. Book the job for the time and date the customer wants work done and let them know you will be contacting the technician to confirm the appointment. DELAYING AND RESCHEDULING POLICY: When we have to delay a customer we want to only have to delay one time for the right time. Example: If it's 9 AM and your morning techs sell big jobs which causes them to be down all day. You now have too many 12-2s. So we can either try to reschedule them right now (at 9 AM when you first notice this problem) or we can delay them later in the day maybe to 3-5. We want to delay and or reschedule customers as soon as we can so their not waiting around all day for us just to delay or reschedule them. This will understandably upset the customer. Everyone has busy lives and no one wants to wait around for nothing. If you delay early you’ll give the customer time to go do other things (Shopping, lunch, gym, hair, etc.) before they have to come back to meet the plumber. When to offer discounts: WHENEVER A CUSTOMER SOUNDS UPSET Reschedule. Sorry doesn’t mean anything to customers unless it's backed up with some form of action. When we're too busy and need to reschedule a customer offer a manager discount to help them understand that we truly are sorry about having to reschedule. We can take $50 off whatever we do or let the technician know to apply a manager discount. Delay. We do not need to offer a manager discount if we delay a customer early. The only time you would want to offer a manager discount for delaying is if they sound mad. When to get management involved. : If a customer hangs up on you and if the customer sounds extremely upset. -When dispatching, if the schedule looks way overbooked and the techs either land big jobs or have big jobs rolled over. acknowledgment initial: __________ Page 16 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 Scan the board and make a list of all nonemergency jobs. Ask a CSR to call all of the customers on this list and see if we can reschedule for tomorrow. This will take pressure off of you and may make room to book more ER jobs. -If your clear tech lands a big job and they are going to be down all day find a tech to be on clear or maybe the tech can trade with someone. The company GOALS and CORE VALUES is to provide 5 Star service. Providing 5-star service begins with showing up on time. On the other end to stay in business, we have to make a profit. To do so we will have to delay or reschedule customers to fit in some emergency jobs. Also sometimes techs land big jobs and we need to make some adjustments. This is not a perfect system, but by following the above guidelines we will be able to make money and keep our customers happy. DELAYING CALLS SCRIPT:( always be extremely apologetic for the inconvenience) Hi this is _____________with All City Plumbing, I was calling you in regards to an appointment you have scheduled with our company for_ to____. We are still coming out but it looks like we've encountered a slight delay. We are expecting to have the technician out closer to_______ Is that still okay? IF CUSTOMER IS UNHAPPY WITH DELAY: Always listen to the customer and thank them before presenting them with a solution. Thank you for understanding, Again I am very sorry for the delay I will continue to work on getting a technician out to you sooner. We are still absolutely coming out but I wanted to apologize for that slight delay. DO NOT SERVICE TAG & Script: The do not service tag is added to commercial clients who are behind on billing and residential customers designated by management for various reasons. When speaking to a customer never under any circumstances say we "do not service" you. Ask if it is for a new service request or an existing service we performed. For new service requests follow responses before if it is for an existing service let them know you will contact our quality control supervisor and he will contact you back, as this may be a callback and we don’t want to destroy anyone's property) *For commercial customers: Inform the customer because of the outstanding balance once it is taken care of we can schedule a visit. Advise them you can take payment now. *For residential customers: If it is for an existing job with a warranty issue schedule it for Steve, and let management know immediately. ** If it is simply we do not service, SCHEDULE 3 weeks out NO MATTER WHAT THE CALL IS, advise the customer we are extremely understaffed and are aggressively hiring to have a quicker response. Let them know of the urgency list and if someone cancels and can send someone sooner we definitely will call them. If they ask about specials let them know you will make notes AND THANK THEM FOR UNDERSTANDING. ESTIMATE & INVOICE QUESTIONS: If the customer messages through Service Titan, yelp message, or email regarding questions on estimates or invoices or any request for the technician. The technician must be contacted via text message & dispatch chat. Do not try to explain jobs or invoices. FEE SCRIPTS: ELECTRICAL, HVAC, PLUMBING, & RESTORATION: Electrical Evaluation Fee Script : We have a $88 evaluation fee that covers the cost of a detailed inspection and diagnosis of your electrical system to identify any issues and the best course of action. However, if you choose to move forward with any recommended service, the evaluation fee will be waived and applied toward the cost of the job. What time would you like to schedule a visit? HVAC Diagnostic Script : We have a $88 diagnostic fee. This covers the technicians time and expertise to fully evaluate your system and diagnose any issues. However, if you decide to move forward with any of the recommended repairs or service, well wave the diagnostic fee, and it will be credited toward the total cost of the job. What time would you like to schedule a visit? NOTE: For system replacements we give free estimates. Plumbing Free Onsite Visual Estimate : For plumbing you will want to just book the call. If they ask if we give free estimates or ask anything about fees coming out you can say; We Give Free Onsite Visual Estimates. Restoration Free Inspections: We give free inspections. The project manager will use thermal imaging equipment to moister map the affected area so we can create the best course of action. FINANCING: The company offers three financing platforms for all our customers, synchrony, good leap, service finance, and turns. Customers are sent synchrony links to apply for financing with all company emails. Service finance can be selected when the customer is viewing the estimate and selects apply for financing. We no longer offer green sky. If the customer has questions regarding financing have a technician contact them. FREE ONSITE VISUAL ESTIMATES: This means we will drive out to your home for free and perform a free visual estimate if any special tools or equipment are required or open up a wall to locate the problem, there will be a cost for that service and the tech will inform you. Nothing will be done that costs money until the price is given upfront and we have acknowledgment initial: __________ Page 17 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 your approval. Camera inspection, using equipment to do leak detection, and diagnosing tankless is not free. HAPPY CALL SCRIPT: Good morning/afternoon Mr.\ Mrs.____________________.This is ____________ with All City Plumbing. I am calling to follow up on the service call that you had on Date:_________. with us. How was the service? and Is there anything we can assist you with? **** If it's a technical question advise them you will speak to our quality control supervisor and follow up to this number. or if something you can take care such as emailing an estimate again or invoice, do it immediately ** If the customer is happy: Thank them again and if they haven’t left the technician a good review we can send them a link https://www.yelp.com/biz/all-city-plumbing-rancho-cucamonga-3.. let them know you will send it now and if they have any plumbing issues in the future please give us a call. *** If the customer is dissatisfied: I am very sorry to hear you are dissatisfied with our service. I will discuss your concerns with my quality control supervisor and call you back shortly. The point of a happy call is: To make sure the technician provided great service and followed company policy. - Get valuable feedback from the customer so we can use it for training purposes. - Stop an unhappy customer before they share their experience online. - Identify happy customers and send review requests. Get more 5-star reviews. JOB SUMMARY NOTES TEMPLATE: Must include any new updates regarding the service request, Left Voice Mails any delay or rescheduled notes, Time Frame, Gate Code/Parking Instructions, Real Yelper (User Name On Yelp). For commercial Owner/Name and number. POC & POC making authorization and/or payment. For tenet land for situation Tenet/Name & Number. Summary Of Issue: This should include as much detail as possible, Discovery Questions answered, and any important notes such as the client is upset and does not want to answer all questions. How long the issue has been happening or when did they notice it? For Water heaters: Tankless/Storage, Age, Brand, and Gallon Size, and if it is under warranty, Error Codes (if any). (Year of the home/value of the home): Built 1978/450K JOB TAGS: Full House Jetting Maintenance: Drain stoppage jobs 1980 or newer. (Exclude Main line stoppage) PBR: possible bad review for customers that will most Water Filtration Opportunity: Water heaters, leaking/ likely leave a bad review always prioritize dripping/running fixtures. Tankless flush, Water heater AR: customers that are billing flush. Delayed: when a customer is delayed add a tag to Repipe Opportunity: 1979 or older homes with any inform the dispatcher call was delayed kind of water leak. Urgency list: calls that would like sooner service Redrain Opportunity:1979 or older tub/shower, lav P2: The customer requested the time and day sink, toilet stoppage. Do not reschedule: calls under no circumstance to Sewer Lining opportunity:1979 or older main line reschedule as we might get a bad review stoppage Confirmed: when calls have been confirmed tag must Dig Up Opportunity: Main line stoppage 1980 or be used newer Mobile/ Quest- CPVC/Call Mngr: mobile homes Water Service Opportunity: 1979 or older leak on have quest pipe so they need to call the manager and service riser, any problem on 1979 or older service not touch the quest pipe riser. Flood home or business/ water is off: the home is Commercial tag: Required on all commercial jobs flooding or water is off to prevent flood Existing customers: required on all existing customer cm corrected: corrected by Carla JOB CAMPAIGNS/LEAD SOURCE: each job must be classified with the correct lead source by asking how you hear about us. This also is required when trying to calculate bonuses and must be done to, such as existing clients, yelp messages, Angie list, scorpion form fills LANDLORD TENANT PROCESS: If the tenant is willing to give the homeowner's name and number you can tentatively book an appointment. If a tenant calls in to book an appointment and is willing to give us the homeowner's name and number book the appointment with the tenant and then set the proper expectation. Advise the tenant that we can tentatively book an appointment but before our arrival, we have to get ahold of the owner of the property owner. Offer to call the homeowner yourself and also owner must be able to sign, they can sign via email when the technician is onsite. Once you hang up with the tenant immediately contact the owner to get authorization to go to the property and make sure they will be available to authorize work. If unable to please notify the tenant of the attempt and if any additional number they would like us to try. If the tenant is unwilling to give the owner's name and number we will not be able to book the call without the owner's permission to go to their property. -For commercial properties: we just need a manager authorized to approve work, an owner, or an individual responsible for payment. - For Hoa (Homeowners association): the treasurer can approve it LEAK DETECTION SET PROPER EXCEPTIONS: The deal is designed to be a great value to the customer so we can give them pricing and options at an affordable rate. We will come out for free it does not cost anything for us to come to your home. If we think you have a slab leak we will utilize our sound equipment to look for the general area of the leak. We will also find the 2 loudest points in an attempt to locate the manifolds that the leak is in between. With doing this assessment we will be able to give pricing for a direct repair and a reroute. For this service, we will quote the $189 leak detection special. acknowledgment initial: __________ Page 18 of 54 CSR/Dispatch Onboarding Packet & Guide to Success 9/25/24 If the leak needs to be pinpointed and marked off so someone else can do a direct repair we will charge $450- 550. This level of service is not necessary unless the goal is to use us for a leak detection service for someone else to do the work. This is why the deal is great for the customer, most companies will charge $450 for leak detection to pinpoint they will not offer our level of service at our amazing price for the value. Even if another company does that service most plumbing companies will still do their leak detection before they start work so they're not jackhammering through a slab for nothing. Note* if the leak is outside the home all we need to do is sell the appointment we give free estimates. We have no charge to come out we will come out for free once we're onsite we will be able to give pricing and options. PAYMENT METHODS WE ACCEPT. We accept Cash, credit cards, & checks. We can send a payment link where customers can pay online with a card. ( see sending payment links sheet for this) We do not accept Zelle cash apps or bank transfers SENDING PAYMENT LINKS: These links use a credit card processor (swipe simple) and can be sent via service titan chat or emailed to the customer. This is only to be done if the homeowner is not present, their swiper is not working, or if a customer calls requesting to make payment. Log in to Swipe Simple: https://swipesimple.com/sign_into the left side of the screen should be payment links select payment links go to edit. to the top right of the screen select the Add New Payment link new payment link screen will appear, fill out the title with the invoice number & customer name select Show Title in the payment form select Amount enter the amount of the invoice scroll down to customize the form, here you will copy and paste from service titan emailed invoiced information. The service location, invoice summary, and total. scroll down to request additional data fields, and select the email & phone required. finally, select Create a link, the link will appear copy and message to the customer. PUTTING A CUSTOMER ON HOLD SCRIPT: A customer should never be on hold for more than 30 seconds. Not putting customers on hold and missing calls will result in immediate disciplinary action including putting a customer on hold when you could have handled the call. Reminder answering the phone is your primary duty you must stop doing any task if the phone rings to answer. A customer should never have to wait for you to put in a call or do anything else as your first responsibility is answering the phone. Thank you for calling All City Plumbing we appreciate your call. Who am I speaking with ____________? We are currently experiencing a high call volume may I put you on a brief hold or would you like us to call you back? **Please wait for customers to answer. Please look at the caller ID write down their number and confirm this is the best number to reach them. SERVICE TITAN CHATS ( responding & canceling calls): To check the select calls section on top of the service Titan page, on the top right you can select chat underneath booking to see all message inquiries from customers. When taking action on a message always respond to the customer confirming the action, such as notifying the technician, that your request to reschedule has been taken care of, confirming the call for the day is also sent through service titan chat, use the opening checklist for the exact script. Customers will also cancel through chat if a technician has already been working on the job use the technician mandatory notifications policy in the call handling guide included in the call-taking packet and close the job as an estimate. If we have not gone out to customers’ homes and they want to cancel you can just cancel the job in Service Titan, update the job summary, and respond to the customer your appointment has been canceled, Please keep us in mind for any of your future plumbing needs. SERVICE AREA Sometimes a customer will ask us where we are located and they may feel uncomfortable with going with us if we’re too far away. Put them at ease, say our office is located in Rancho Cucamonga, but our plumbers do not leave from our office they get to take their vans home and our dispatched from their homes we have a few guys that live in X Town (the city they line in) and the surrounding cities. Then move into the close. ** Always ask customers what the problem is before saying we are unavailable as we are always taking mainlines. SERVICE WE DO NOT PROVIDE OR WORK ON THE FOLLOWING: ADUs fire sprinklers Appliance installations fire hydrants Appliances themselves * only connections install grease interceptors like water lines, gas valves installing septic tanks backflow testing jacuzzi jets, hot tubs Bathroom and kitchen remodels Leech fields: is the drainage system for a boilers ( make sure it's not someone meaning septic take. That is not something we water heater in Spanish they call water heater specialize in. They will be better off calling a boilers) company that specializes in septic tanks. pool commercial buildin

9_25_24 CSR_Dispatch Onboarding Packet & Guide to Success.pdf

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