D2
Senior Coordinator - Dina
Service Coordinator - *Megan and Chantelle
Manager - Danielle
D3
Senior Coordinator - Shelly
Service Coordinator - Melanie
Manager - Susan
CAS (Placing order)
Pullout acc
-Go to Manage my order
*ask for order number starts with T
*ask for postal code
Then transfer the information given to create a work order
CAS (Cancellation)
1. Cancelled (update job) then email the customer for the cancellation of the job (5-7days for refund to reflect)
2. notation: Emailed montana for refund
Subject line: Put Job ID then CAS customer (Name)
-notation: Customer wanted to cancel because its expensive. cx paid ***
order number: T****
customer email address.
CAS (Haven't paid installation)
Go to CAS site.
Click manage to order.
Ask for the order number (T*****) and postal code.
Go to dashboard and click add job. Then fill out the information from CAS (site). Click the view invoice (email address)
Update the job.
CONDOMINIUM [9am to 12pm]
*Most condominium they need a licensed or certified plumber
-Tech returns the job
REASONS
*Customer has a copper piping
*Need a shut off valves.
* the job go into forward QC and coordinators would look for the right plumber [NEED TO BE ASSIGNED TO A PLUMBER]
Notation: Customer requires a licensed plumber and due to condo rules
SERVICE CALL
Etech (quickcontractor tech) service call - 30$ (unpaid/paid)
- Description: E-tech service call
50$ for wasted trip - not etech (Regular technician)
advised them to call STORE centre
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SERVICE CALL (paid)
The problem is with the unit alone (DIshwasher) that is not working and not the installation
Not a install issue, Defective appliance (1year or 6months) - paid service call
6 mon to 1year (not an installation issue, its a machine issue defective)
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Home Depot [Project Support Centre - 18662711267]
-You can call or email
- this is the customer job ID. its been a six months and its not draining. Asking for a service call.
They will give you (Unpaid/Paid) service call. Book it.
LC with HD
Copy from the LC message
advise Home Depot that we will need a new PO for an unpaid.
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Other store (SERVICE CALL)
If customer: Advised customer to call store directly for the service call, then the store will create a PO
BBY if we are the one who create the Service call
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Nautilus
advised customer to call the nautilus directly then set up the service call then give the nautilus phone number
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Unpaid service call
-set the work order to duplicate
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We want the work order for the service call to come to us from our Clients (STORE)
-RONA chat or call us asking for a service call (Yes, we can
30 inches up (Higher price)
CAS
Pullout acc
Go to Manage my order
*ask for order number starts with T
*ask for postal code
SQUARE
JOB ID
Then transfer the information given to create a work order
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Customer requested for licensed plumber.
We can only send WSIB and liability Insurance in advance and tech can show this documents once they comes to do the installation.
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There is unfortunately a glitch with Rona's system and it has sent out an incorrect appointment time.
RESCHEDULE
I can reach out to the technician and see if he has space available before Tuesday. I cant guarantee that he will. But i will have him give you a call. and okay to let you know. okay?
dont make pending leave it is and just let the tech know about it.
To reschedule
-Change the status to Pending
-Description: Reason for rescheduling
-Set on hold (today)
- [Mo - commincation issue]
- [other - pending]
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Cx called in to reschedule.
(2weeks ahead we can go ahead and change it.)
but customer wanted to reschedule 2 days prior to installation, we need to notify the technician.
You can allow to reschedule the work order by yourself if it is one week more.
If 2 days, you need to call technician to inform
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Email (Reschedule)
Copy message from email to work order job id then text the technician to inform that the cust has a new delivery date.
SAME DAY INSTALL
Coordinate with the store and I don't know why they told you about it but usually we don't do same day installation.
we do not come the same day as Delivery as they are a separate delivery company and if they're running late and my technician shows up on time but technician has another customer after you so he can't wait around 30 minutes or an hour for a delivery to show up and then do the install because now the next customer he's an hour late for that customer or two hours late for that customer, right?
so I don't want this to happen to you.
Umm, I want you know you that I can book your install and not to have any issues.
No stress, so let's book it for the next day, OK.
And then get your delivery and then we'll come the next day and do the install for you.
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To rebook
Customer changed delivery date
MO - commication issue Set the day on hold (today)
If 2
If booked for (TODAY) call the tech and inform.
Other pending
Dont not cancel if there is a wasted trip
We cant cancel the work order because the technician do the haul away.
Remove the install then bac
Can you have the tech called the customer with his ETA?
[COLLECT OVERAGES] Coordinator ask for payment.
Hello This is [DAVID] from Quickcontractors, I'm calling regarding with the [Dishwasher installation]. So we received a information from our technician [that they need to modify the cabinet and the plumbing to complete the installation of your dishwasher.] So I have been asked to call and collect a payment for that. So the charge is [150 dollars plus tax, which is total of 169 and 50 cents.]
So I can either take your card number over the phone
- [OVER THE PHONE]
"Alright, I will stop recording here in my end.
- because we never save any card information/detail for security purposes"
Do you have a phone number where I can send a link for you to provide your credit card information for the payment? [I can text you a link to a cellphone and just wait while you completed that way]
"So let me just send you a link to this phone number, so can you please check on the message. Ive sent you the link for you to provide your credit card information."
Procedure: [Collect to Customer]
1. Go to First Overage/Second Overage, set pending review
2. Overage Catergory: Additional Labour - Customer paying
3. Fill the cost of Receipt Overage [Tech cost], fill the description
3. Informed the Retail Overages ***$ plus tax with total amount ***$ to the customer
4. Updated the job
5. Go to Square for payment
6. After customer payed, Go to Transaction look for RECEIPT, add it to the work order
7. Set to approved then Updated the job