(1) On the Service Titan page select the gear – Setting icon- (2) Select the Phones- Blocked numbers (3) Once you select blocked numbers, there is a (ADD BLOCKED NUMBER) (4) A pop up will appear, you will enter the phone number and add a memo; You can put spam/ telemarketer/ solicitor etc. Click Add […]
Category: Training
How to classify Abandons
When we are calling Abandons and classifying to unanswered there are a few steps when doing this. (1) Access your dashboard (2) When classifying calls, we have a whole selection to choose. Choose the best that fits the call when you call them back. (3) When call is classified and under the unanswered, example below: […]
How to Stop a CHIIRP Drip on a Customer
You might need to stop a campaign or “drip” in Chiirp because a Customer booked a job that the drip was trying to facilitate. For example, if a member needed a AP 360 scheduled, they called in because they got a text message, then you’d need to manually stop that drip because otherwise it will […]
How to Proof a Booked Job
Customer’s Name and Address Validated on Call Customer is legal homeowner Business Unit and Job Type are correctly selected based off repair needed (Use Job Type Chapter in Binder) Validate Marketing Campaign is corrected. Only fix “Main” leads to existing or google pool. All relevant and critical notes are on summary. Follow notation flow in […]
What to do when a Customer sells a home and has a new address
When we have been servicing a customer and they move to a different address no longer owning the previous home. Add the new location to the existing account Change the bill to location to the new address (that customer owns) Send Cara the information with New and Old Address
How to Handle a Tenant Calling to Schedule
A Tenant is any other party that is not the homeowner requesting for services. Create account Search in Bexar CAD for the name of legal homeowner. This will be the customer name. Add the tenant number as a contact and put in contact memo he/she is tenant. Inform tenant we will need to have homeowner, […]
What Jobs Can I Book on the Weekends?
Saturday’s Book only the jobs below for Saturday’s HVAC: No Heat & No Cool in homes that only have 1 or 2 units (Anymore then 2 schedule next available in capacity) Condensation leak causing damage or backing up sink Tstat issue if unit is off and with 1 or 2 units in the home Plumbing: […]
How to Book a Call
The Call Booking screen is the primary place to book jobs, as well as create and maintain customer and location records. NOTE: Do not search customer accounts in this screen. A green bubble will appear when a customer calls. Click on the bubble to take ownership of the call, and the customer’s profile will appear. […]
How to Help a Customer Pay an Invoice
A customer can call in and request to make a payment for work done. You can ask for the invoice number or details of job and amount wishing to pay. “Do you verbally approve of the amount of $$ being processed today with card ending in 1234?” Once the customer has approved select Collect and […]
How to Add a Credit Card to an Account
Once you are on the customer screen, at the top far right select the drop-down arrow for Add Payment Method. Then select Credit Card. NOTE: We will no longer be accepting Back (ACH) Accounts as a form of payment. Fill in the Name that is shown on the card and card info Only select Credit […]