Call Center + Field Practices
In too many companies, dispatchers and technicians clash. Getting them to coordinate, or even just coexist, can be as simple as a ridealong or job shadow that creates better understanding. The efficiency that fosters is invaluable.
SECTION 4 OF 10
Assigning Job Types
Key to accurate reporting, job types can trigger more information, too
When booking a job, accurate selection of job type allows for proper reporting within ServiceTitan. It also triggers advanced functionality such as technician skill sets, potentially a tag that will automatically go on the job depending on which type of job it is or even certain job types such as a maintenance may even trigger a maintenance form to be filled out on a job.
For this reason, it is critical to put in the correct kind of job or “job type” in ServiceTitan terms when booking a job.
It is critical to have as few job types as possible while still getting the reporting you need. Contractors who put in too many job types typically have a hard time training people to book calls because there is so much to learn and so much room for error.
ServiceTitan has many ways to track things, and unlike some software systems it doesn’t rely solely on job types. It’s not always necessary to add another job type; instead, add a tag that can be applied to multiple job types. For instance, companies could add an URGENT tag to be applied to a toilet repair job for a home with only one toilet, or a toilet that’s flooding.
To make this easier, ServiceTitan has pre-built default job types that are installed based on what trades you select in onboarding. If you onboarded before these were instituted, you can add the default job types to your ServiceTitan account in the settings section. For information on how to set up and use job types, go to:
» ServiceTitan Customers: How to Set Up and Use Job Types
All of the ServiceTitan default job types for HVAC, Plumbing and Electrical trades are listed below along with what they should be used for.
AC Leaking Water: Non-plumbing related water leak. This should be used if it's near the AC unit. If it turns out to be a roof leak, it can always be referred to another trade.
Clogged Drain: Plumbing-related clogged drain. A clogged drain for an AC unit typically would come in as the “AC Leaking Water” because that is how the customer would perceive it.
Clogged Toilet: CSR should ask whether other lines in the home are clogged as well, to determine if this should be set up as a Clogged Toilet or a Main Line issue, which has a separate job type for more accurate reporting.
Dryer Vent Cleaning: Typically only used for call-in type dryer vent cleaning calls. In the event that a technician upsells a Dryer Vent Cleaning, it would normally go on whatever estimate the technician creates from the job type they were on.
Duct Cleaning: Should be used for larger jobs when a duct cleaning has been priced and sold. The job type will indicate that duct cleaning will be performed, likely by a crew. This job type will automatically book a longer time frame for the work.
Equipment Install: Used after an HVAC estimate or electrical panel is sold. These jobs take longer, and the job type can be automatically set for the correct amount of time. In ServiceTitan, these jobs go in the install business unit, feeding into the appropriate KPIs on the install dashboard.
Filter Change: Used to indicate that the only work that needs to be done is a filter change. Commonly used as a maintenance job type for customers who prepay for filter changers.
Fixture Install: Typically used by plumbing companies to indicate that a homeowner has requested to have a fixture they are supplying installed.
Garbage Disposal: Typically used to indicate when a homeowner’s primary complaint is an issue with the garbage disposal.
Generator Install: Used after to indicate that the crew is being sent out to install the sold generator. Helpful because the job length can be set appropriately.
HVAC Estimate: Typically used when sending out a comfort advisor. Book under No Cool or No AC unless the homeowner calls specifically to request a unit replacement quote.
Inspection: Most companies leverage this job type specifically for government/permit related inspections. This allows them to coordinate with appropriate governing bodies effectively.
Leaky Faucet: The homeowner’s primary complaint is a leaky faucet.
Main line: Used by plumbing companies when the caller indicates their main line is backing up.
No AC: Used when a homeowner calls with primary complaint that their system is not cooling.
No Heat: Used when a homeowner calls with primary complaint that their system is not heating.
No Hot Water: Primary complaint is that home does not have any hot water.
Panel Upgrade: Used when a panel upgrade has been sold, technician is returning to the home to do the work.
Pipe Leak: Used when a homeowner calls in to complain that a pipe is leaking.
Power Outage: Used when a homeowner is experiencing a power outage.
Rewire/Wiring Issue: Homeowner calls in to complain they are experiencing a wiring issue.
Slab Leak: This is a plumbing job type and usually takes some sleuthing by the call center to determine what the job type should be. Usually the customer calls in and complains that their water bills are high which would be caused by the broken pipe in the ground or that their floor is warm which would be caused by the hot water line being broken in the ground.
Sump Pump: This job type would be used when either installing or diagnosing a sump pump. Many times the customer would say that their basement is flooded and may not know that it's a sump pump problem. It could be a clogged discharge line or water pipe or something of that nature but companies would typically use this job type if its likely that it’s a sump pump problem.
Surge Protection: This job type is typically booked when a homeowner calls in requesting assistance with surge protection for their home.
Thermostat: One of the most overused job types in ServiceTitan. An untrained call center representative will choose this job type when customers say that their thermostat is broken. The rep should be trained to ask more questions to figure out if the call should be listed as “No AC” or a “Thermostat” call. Typically, CSRs should ask if the unit is working. If it is and the customer simply wants a new thermostat, this job type would be appropriate.
Water heater: This job type is used to install a water heater. If the customer reports no hot water, that job type would be used.
Table of Contents
2. Building a Company for Success
3. Setting Your Company Up for Success
4. Driving a Company Culture
5. Setting a Path to Maximum Profitability
6. Billing Structure: Determine Your Pricing
7. Marketing Practices
8. Call Center Practices
9. Call Center + Field Practices
10. Best Practices in the Field
11. Field + Office Best Practices
12. Keys to Success in the Office
13. Management and Office Best Practices
14. Human Resources
15. Preparing Your Company For Sale