Industry Title/Role Flashcards
Comfort Advisor/Comfort Consultant/Estimator
Generally applies to the HVAC trade. These are individuals that don’t generally get their hands dirty installing or doing any physical work. They are true salesmen generally selling expensive A/C units and other pricey HVAC jobs. When they go out to a lead’s homes, they’ll typically provide an estimate of the job to the customer, but not provide the actual service. Once the customer agrees to this estimate, the customer’s signature is collected, and the estimate is considered sold. A technician is then responsible for going and completing the job.
CSR (Customer Service Representative)
On the front line with customers answering incoming calls, answering questions and turning those calls into jobs for technicians (i.e. booking jobs). Also responsible for inputting customer and job details into company system, ensure all relevant information is added to customer profile (e.g. if there is a potential to upsell a product or service based on the customer conversation, making sure to note that in the system). At smaller companies, a CSR may also serve as Dispatchers.
Dispatcher
Responsible for dispatching technicians to a particular job. A good dispatcher will take into account the right wo/man for the job, every tech’s schedule and scheduled job locations to determine who to send to what job. S/he must communicate messages to both customers and techs clearly and may also make outbound calls to schedule, confirm, and survey upcoming or completed appointments. In smaller companies, a CSR can also play the role of Dispatcher.
DSR
Referred to as a Dispatcher in ServiceTitan
Electician - Helpers
Refers to someone who has no experience or training, and is given very simple jobs, such as retrieving or holding tools, digging around buried wires, or cleaning up a job site but it can also refer to someone who has had a little bit of training and can assist the electricians as they install wiring and create electrical systems
Electician - Inside Wiremen
Works on commercial buildings or industrial structures. Inside wiremen establish temporary power during the construction phase, plan power distribution within a project, install new wiring, and bring power to motors, HVAC (heating, venting, and air conditioning), and other systems. They also install lighting, fire alarms, and security systems, and maintain a structure’s power system after it is built.
Electician - Outside Linemen
Install and maintain the distribution lines that bring electricity from a power plant to the buildings and homes all over the area. They work on electrical power systems that are underground, above-ground, and on utility poles. The work is often done outdoors and in challenging conditions—you’ll often see outside linemen climbing poles or in bucket trucks—and the pay is usually very high
Electician - Residential Wiremen
These electricians install the wiring in private homes and multi-family units. That means installing electrical systems and wiring in new houses being built, as well as maintaining the wiring in houses that have been around for a while. Residential wiremen need a thorough understanding of state and local electrical codes to make sure that a dwelling has all the energy it needs, and is compliant with local power regulations. Many electricians start their careers as residential wiremen, and then branch out into commercial and industrial jobs.
Electician - Telecommunication Technicians
These workers install all of the low-voltage wiring inside a building, including computer cables, phone lines, and various types of multi-media circuitry. They also install security systems and access control systems.
Field Service/Technician/Field Technician
A field expert who goes to the customer’s house to evaluate the job, provide an estimate and/or perform the actual work. This could be standard maintenance (e.g. changing filters in the A/C unit) or a repair (e.g. fixing a leaky faucet). An installer is also a type of technician. They also have the opportunity to upsell the customer to additional services (e.g. tech is there to fix the toilet but noticed the faucet is leaky and needs repair) or better/additional equipment (e.g. tech is replacing a toilet and offers the customer 1 type of toilet followed by 2 higher-quality (and more expensive) toilets. A tech can sell the estimate for a future job, which may be completed by another tech (e.g. tech Bob sells the estimate for a new toilet, which will be completed by Chuck next week after the toilet arrives from the warehouse)
Installer
Responsible for installing new units. May perform some repair work, but major focus is to install.
Lead Coordinator
individual whose KPIs are to make sure Comfort Advisors convert better. LC’s actually talk to customer before sending out a CA and is responsible for sending a relevant CA (the right person for that sales pitch). Generally used for HVAC, LC’s could also do Waterproofing. LC’s share the same KPI’s as CA’s - i.e. a CA’s high conversion rates reflect well on the LC.
Projects Coordinator
Similar to install coordinator, a project coordinator will usually be seen managing the bigger plumbing or electrical jobs.
