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HVACPro Commercial Office Manager Job Training

This position is responsible for the company’s customer care functions, processing accounts payable, payroll, banking, and the financial and human resource management business activities, as well as reporting weekly and monthly financial performance by performing or overseeing the following duties.

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.
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#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.
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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.
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 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.
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 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.

 #5P5 Accounts Receivable/Payable Standard Procedures:

  1. Review
    best practice accounts receivable rules.

     

  2. Review
    best practice accounts payables rules.

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#5P6 Inventory & Tool Control and Customer Care Standard Procedures:

  1. Review inventory & tool control standards procedures.
  2. Review customer care call handling standard procedures..
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 Product

ID

1028

Inventory and Tool Control Standards

Includes step-by-step company job and truck inventory control standards. General managers, service managers, and operations managers use them. This document is provided in original MS Word format to be printed on your local printer..

 Product

ID

1029

Effective Customer Care Call Handling Standard Procedures

Arming the dispatcher with a professional standardized way to great and respond to customer inquiries to include:

2.      Greeting the Customer

3.      Identify How Customer Will Pay for Today’s Work

4.      Informing the Customer of Response Time:

5.      Identifying the Lead Source

6.      Reminding the Customer of What Happens Next

7.      Calling the Customer to Confirm Arrival Time

8.      Calling to Reschedule Appointment

9.      If a Solution Requires a Plan

10.  Callback With a Plan

 #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.

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#6 How to Protect the Business with Proper Terms & Conditions:

  1. Review invoices & proposals are both promotional and legal contracts.
  2. Review invoice document ‐ demand service payment & liability protection terms & conditions.
  3. Review proposal document ‐ service agreement payment & liability protection terms & conditions
  4. Review proposal document ‐ project/design‐build payment & liability protection terms & conditions.
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 Product

ID

1030

Repair, Service Agreement, and Project/Design-Build Terms and Conditions Set

A strong set of terms and conditions is critical. It circumvents any confusion about what you are selling and the transaction terms by which you make the offer. Your payment and liability terms and conditions agreement are both a social and a legal contract. Your terms and conditions establish how you do business in a socially acceptable manner. Still, it is also a legally binding contract between you and your clients.

 #7P1 How to Retain the Best People with Proven Employee Retention Strategies:

  1. Review the five business processes that positively affect employee retention.
  2. Review how to implement step‐by‐step work delivery standard procedures.
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#7P2 Implementing Performance-Based Job Descriptions & Monitoring:

  1. Review how to implement performance‐based job descriptions.
  2. Review how to implement labor billable efficiency & productivity monitoring.
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Product

ID

1032

 

Performance Incentive plan – Office, Technicians & Installer

Service managers and operations managers use this document. This document is provided in original MS Word format to be printed on your local printer.

  

Product

ID

1033

Performance Incentive plan – Commercial Sales Rep

Service managers and operations managers use this document. This document is provided in original MS Word format to be printed on your local printer.

  

 

 

 

 

Product

ID

1031

 

 

 

Complete Set Performance-Based Job Descriptions

These documents are used by general managers, Sales Managers, service managers, installation managers, and operations managers. These documents are provided in MS Word format to be printed on your local printer. Set includes:

·         Dispatcher Job Description

·         Commercial Sales Rep Job Description

·         Service & Maintenance Technician Job Description

·         HVAC Installer Job Description

·         General Manager Job Description

·         Operations Manager job description

·         Sales Manager Job Description

·         Service Manager Job Description      

·         Installation Manager Job Description

·         Human Resource Manager Job Description  

·         Comptroller Job Description

·         Project Manager Job Description

·         Assistant Service Manager Job Description

·         HVAC Technician Instructor-Trainer Job Description

·         Lead Service & Maintenance Technician Job Description

·         Receptionist/Customer Care Specialist Job Description

·         Office Manager Job Description        

·         Accounts Payable Job Description     

·         Accounts Receivable Job Description

·         Truck Driver/Warehouse Supervisor Job Description

#7P3 Implementing Performance Incentives & Culture of Success:

  1. Review how to implement performance incentive plans.
  2. Review how to implement a company culture of success.
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#9 How to Efficiently Organize the Business for Growth:

  1. Review why we need to organize business into groups.
  2. Review commercial HVAC business organizational structure.
  3. Review five logical commercial, organizational groups/departments.
  4. Review office admin department functions & organizational structure.
  5. Review sales department functions & organizational structure service.
  6. Review service functions & organizational structure.
  7. Review installation department functions & organizational structure.
  8. Review construction department functions & organizational structure.
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 Product

ID

1036

Commercial HVAC Service Contractor Organizational Charts

Whether you are a one-person or a 200-person HVAC company, both perform the same business operating and work delivery functions. Each business function requires labor tasking to complete. What labor is needed depends on how much labor tasking is necessary to process the company’s book of business. No two companies have the same amount of labor tasking by business or work delivery function due to their mix of business types (e.g., construction, service, replacements, property management, building warranty companies, and others. However, all commercial HVAC companies should be organized in such a way as to compete competitively.

 

 

 

 #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.
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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.

 

 

 

 #11 How to Forecast Your Monthly Spend Plan:

  1. Review why you need a monthly income and spending plan budget.
  2. Review how to forecast labor staffing requirements by work category procedure.
  3. Review how to use BudgetPro to develop service offerings spend plans.
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Product

ID

1039

BudgetPro Annual & Monthly Budgeting Calculator

One of the critical factors in delivery service is the availability of skilled labor. Retaining and obtaining the right number of employees with the right skill sets is crucial to the service organization. Determining the right mix of employees requires forecasting future revenues by work category. BudgetPro is an annual and monthly labor and material forecasting program designed to automate all work categories’ forecasting and budgeting process. BudgetPro calculator is used by owners, general managers, service managers, installation managers, operations, and office managers. BudgetPro does everything a Guide version does, but more accurately and in a tenth of the time. The BudgetPro program is designed to help you quickly respond to potential new business scenarios. This program is provided in MS Excel format.

 

 

 

 #12P1 Proven Strategies to Help You Recruit & Retain the Best People:

  1. Review proven strategies to help you recruit the best.
  2. Review proven strategies to help you retain the best.
  3. Review why contractors are making bad hiring decisions.
  4. Review the many costs of making a bad hire.
  5. Review 9‐modern day hiring tips for hiring the right candidate.
  6. Review a checklist for hiring employees.
  7. Review a checklist for screening an applicant’s resume.
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#12P2 Assessing New Hire Training Needs & Coaching & Counseling Procedures:

  1. Review how to assess the new hire training needs.
  2. Review the coaching process to develop the team and individuals.
  3. Review the counseling process to change troublesome work behaviors.
  4. Review an example counseling process of a problem employee.
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Product

ID

1037

Employment Application

This job or employment application is an official form given to applicants asking a wide range of questions both about the individual and their skills related to the job. Forms are legally defensible and stand as a way for applicants to introduce themselves to employers. Employees can be justifiably terminated for providing false information on this document that may be found post-hire. his document is provided in original MS Word format to be printed on your local printer.

 

 

 

 

Product

ID

1038

Employee Counseling Form

This document is used by service managers, installation managers, operations, and office managers. This document is provided in original MS Word format to be printed on your local printer.

 

 

 #13 How to Select and Implement Field Management Software:

  1. Benefits of Field Service Management Software.
  2. Checklist for Selecting Field Service Management Software.
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 #14 How to Self‐Develop Your Leadership and People Skills:

  1. Different Leadership Styles and When to Use Them.
  2. The Top Leadership Skills to Improve.
  3. Implement Your Leadership Skill Self‐Development Plan.
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