https://www.loom.com/share/749754701d374197842fa6807ebf870a

When a call comes in, navigate to the “calls” tab in Service Titan, click on the flashing green popup and answer the call on your phone. Then follow the steps below:

1. Identify Caller Type
   • New Lead (someone looking for water damage restoration services )→ Go to Step 2
   • Existing Customer (someone we are already working with) → Go to Step 5
   • Solicitor (someone trying to sell their services to us) → Go to Step 6
   • Adjuster (insurance adjuster for an existing customer) → Go to Step 7
   • Affiliate (referral partner sending us a new job) → Go to Step 8
2. New Lead Qualification
   • Is the caller a homeowner or property manager?
     • Yes → Proceed
     • No → Lead is not qualified → Politely inform the caller we cannot provide services.
   • Does the caller have active water or mold damage inside the home or under their home (crawlspace)?
     • Yes → Proceed
     • No → Lead is not qualified → Politely inform the caller we cannot provide services.
   • Is the damage located in the Greater Sacramento area?
     • Yes → Proceed to Step 3
     • No → Lead is not qualified → Politely inform the caller we cannot provide services.
3. Qualified Lead - continue with booking an inspection
   • Is this a water lead or mold lead?
     • Water
       • Book a same-day inspection in Service Titan with Emiliano (Project Manager).
     • Mold
       • Book an inspection for the next day with Emiliano (Project Manager), unless there are no jobs on the current day.
4. Non-Qualified Lead
   • Determine if this is a paid lead by looking at the lead source in the flashing green caller ID: These lead sources are paid leads: Inquirly, Service Direct, 33 Mile, E Local, Goodzer, WMPPC.
   • Politely inform the caller that we are unable to provide services.
   • If this was a paid lead, log into the appropriate PPL website and dispute the call. Instructions can be found here: Managing PPLs & Disputing Leads
5. Existing Customer Support

   • Provide the customer with the information they need. Types of customer requests include:

     • Copy of estimate, invoice or job photos

     https://www.loom.com/share/e2f1b6367eb24299802ce6d5f44d70bf?sid=65c32f4b-eb80-4ec0-92ed-1ad6513c3be3

     • Payment collection

     https://www.loom.com/share/1cdac50473de478d9b35de24de5d8034?sid=dc481ea7-a38d-4e88-aa92-2e81ea6ef5d8

     • ETA of technician

     https://www.loom.com/share/9c00a6f3db8e4805b2ad4003e40a9e9d?sid=35c7753b-2f9c-42d7-ad86-3284358bfb2c

     • Reschedule or cancellation - click on link below

     Editing Jobs in Service Titan

   • If the caller would like to discuss technical details of the job, connect the caller with the technician managing their job. You can find this information in the job details, under Appointments.

6. Solicitor Call Handling
   • Take caller’s information.
   • Pass details to the GM.
7. Adjuster Call Handling
   • Provide lead technician's contact information for the job they are inquiring about.
   • If needed, provide the requested information directly.
8. Affiliate Call Handling
   • Identify the name of the affiliate and technician calling in the job
   • Book the inspection in Service Titan and add to the job summary the name of the affiliate and the technician.
   • Log the job referral into the affiliate program tracker.
   • Issue payment to the affiliate through Trolley.

See more on this below

Managing Affiliate Program