JoinHVACSuccess

HVACPro Commercial Dispatcher/Customer Care Job Training

This position is responsible for maintaining the service technicians’ daily schedules, dispatching the technicians, and providing clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to the company schedule and requested arrival lead times. As service calls are completed, scheduling return trips with customers when parts are in and keeping the customer database updated with current information. This position is also responsible for accurately charging job costs to appropriate jobs and ensuring efficient and accurate customer invoicing.

HVACPro Online Classes

#0 HVACPro Overview:

  1. Review how to implement a strategic business action plan
  2. Review how you only need employees in your business to process your book of business.
  3. Review how the company operating and work delivery processes are for employees to follow step-by-step.
  4. Review how you only need managers in your business to manage your people to process.
  5. Review the importance of staffing up to 100% utilization of available labor to prevent higher operating costs versus the competition.
  6. Subscription provided or purchase these documents:
    1. N/A

       

#5P1 Service Repair Work Delivery Tasking Standard Procedures:

  1. Review the many advantages of written work delivery tasking standard procedures.
  2. Review how business functions are the labor tasking activities that must occur.
  3. Review the step-by-step service repair work delivery tasking standard procedures.
  4. Subscription provided or purchase these documents:

     

 

Product

ID

1023

Service Repair Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to repair job closeout. Service managers and operations managers use them. This document is provided in original MS Word format to be printed on your local printer.

 #5P2 Service Agreement Work Delivery Tasking Standard Procedures:

  1. Review service agreement work delivery tasking standard procedures.
  2. Review commercial service agreement cover letter and proposal agreement.
  3. Subscription provided or purchase these documents:

 

 

Product

ID

1024

Service Agreement Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to service agreement job closeout. Service managers and operations managers use them. This document is provided in original MS Word format to be printed on your local printer.

 

#5P3 Project Work Delivery Tasking Standard Procedures:

  1. Review project work delivery tasking standard procedures.
  2. Review the commercial service agreement cover letter and proposal agreement.
  3. Subscription provided or purchase these documents:

     

 Product

ID

1025

 

Project/Design-Build Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to Project/Design-Build agreement job closeout. Service managers and operations managers use them. This document is provided in original MS Word format to be printed on your local printer.

 #5P4 Equipment Start-up Taking & Accounts Receivable/Payable Standard Procedures:

  1. Review equipment start‐up and maintenance tasking standards.
  2. Review management quality assurance standard procedures.
  3. Review accounts receivable and payable standard procedures.
  4. Subscription provided or purchase these documents:

     

 Product

ID

1026

Equipment Start-up &  Maintenance Tasking Procedures

These documents are used by service managers, installation managers, technicians, installers, and operations managers. HVAC service companies use this equipment start-up, text, and verification tasking procedures to adhere to the new ASHRAE standard 180P standards. These tasking procedures help you establish the minimum HVAC inspection and maintenance requirements that preserve a system’s ability to achieve optimum operations. AccuTask includes 136 start-up and maintenance tasking forms for 99.9% of HVAC equipment and systems. These documents are provided in original MS Word format to be printed on your local printer.

Product

ID

1027

Accounts Receivable and Payable Standard Procedures

Includes step-by-step accounting receivable and payable standards. General managers and operations managers use them. This document is provided in original MS Word format to be printed on your local printer.

 #5P6 Field Labor Productivity Optimization and Reporting Standard Procedures:

  1. Review field labor productivity optimization strategies.
  2. Review service reporting standard procedures.
  3. Subscription provided or purchase these documents:
    1. N/A

       

#5P7 Field Service Labor Productivity Optimization and Reporting Standard Procedures:

  1. Review the importance of field labor optimization.

  2. Review a set of field labor optimization standard procedures.

  3. Review the 8-step process to generate maximum buy-in from your people.

  4. Subscription provided or purchase these documents:
    1. N/A

#10 How to Implement Proper Customer Care Call Handling Procedures:

  1. Review the importance of good customer care.
  2. Review customer care inbound and outbound call handling script.
  3. Review crucial hiring criteria for the customer care & dispatcher function.
  4. Review organizing an office central filing system.
  5. Review how to implement hiring guidelines for the customer care/dispatch function.
  6. Review customer service 101: proper phone etiquette.
  7. Review how to implement training for the customer care/dispatch function.
  8. Review construction department functions & organizational structure.
  9. Subscription provided or purchase these documents:

 

 

Product

ID

1034

Customer Care Call Handling Inbound and Outbound Script

This script includes a professional standardized way to greet and respond to the customer inquiries. The script includes greeting the customer, identifying if they are interested in a service agreement, annual service agreement renewal reminder, identifying how the customer they pay for today’s work, informing the customer of response time, identifying the lead source, calling the customer to confirm arrival time, managing the price of today’s service, calling to reschedule an appointment, handling upset callers. This document is provided in original MS Word format to be printed on your local printer.

 

 

 

 

 

Product

ID

1035

Customer Care Response for “Price is Too High” Objection

Used by customer care, receptionist, and dispatchers. This document is designed to inform employees and your customers why we price our services, justifying the price for the customer post service. Includes a professional standardized way to respond to a price objection via letter or email. This document is provided in original MS Word format to be printed on your local printer.

 

 

 

 

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