Call Booking
- Ask each question assigned to the appropriate Job Type (questions show up in the Summary box)
- Assign corresponding tag for job priority (see list below):
P1 – Schedule Same Day
- Water heater issues with a water heater that is 8 years old or older
- Whole home back up
- Water coming up the tub drain when the toilet flushes
- Clogged toilet WITH a leak from the base
- Leak causing the customer to shut the water off to the home
- Standing water in cleanout
- Red tagged gas meters
- Water heater/water softener estimates for equipment of replacement age (8+ years for water heaters, 6+ years for water softeners)
- Second opinion quotes for sewer jobs, repipe jobs, water heaters, and water softeners
- Slab leaks
- Only toilet in the home not working
- Low water pressure IF they have a water softener in the home
P2 – Schedule Next Day
- Only one toilet in the home not working but another one does
- Kitchen sink back up
- Water heater issues with heaters less than 8 years old
- Any back up in the home that isn’t affecting other parts of the house
- Only toilet in the home can’t flush
- Water heater maintenances on heaters 8 years old or older
- Water softener not working
- Water hammering
- High water pressure
- Low water pressure without having a water softener in the home
P3 – Schedule 3-4 days out
- Water heater maintenances less than 8 years old
- Toilet running
- Faucets dripping
- Ghost flushing
- Slow draining sinks
- Clogged showers drain only
- Jammed garbage disposal
Calls will be assigned to the appropriate plumbing need (4 dummy techs):
- 1 -Warranty
- 2- Maintenance
- 3- Drains
- 4 -Services
5 calls per TIME SLOT
- 8-10 -5
- 10-12 – 5
- 1-3 – 5
- 3-5-5
- 5-7 on call
- Maximum 23 calls to be booked by call center daily.
Afterhours:
- Emergencies after 5pm and weekend hours – busted pipes, water turned off, sewage backed up and any P1 ‘s booked.
- Book call and reach out to Service Manager to work through next steps.
- Let customer know the Service Manager will be reaching out to them with the technician ETA.
Maintenance:
- Plumbing checks, water heater flushes and salt deliveries will not be booked in first and last call time slots.
Dispatch:
- Manage calls that are assigned to the “Dummy Techs” to keep the customer update on the ETA’s. Let customer know 30 minutes prior to arrival time of tech’s delay. Continue every hour to keep customer updated as needed.
- Work with Service Ma nag er on rescheduling any required calls through the day.
- 3:30pm confirm next day jobs for the first time slot – Jobs will be noted and marked as call confirmed. Technicians will dispatch from home on days they do not have meetings. ETA for leaving home is 7:30am, meetings will end at 8:30am with arrival window between 9-9:30am.
- Update Call Center on booking capacity – keep 5 day call board updated and communicated to the team.
- File for permits when required
- Follow up on parts ordered