'FIRST NAME' 'LAST NAME' WHEN ENTERING NEW CUSTOMER INFORMATI0N.  

Company Location:	Greenville, SC
Services:	Plumbing, HVAC, Electric
Emergency on call dispatcher (6PM-7AM EST):	864-444-7898
Email communications (including requests for techs to talk, customers returning calls for dispatching jobs):	service@corleypro.com (Please do not use other emails unless replying; do not text technicians:  anything directed or asked of them is filtered through service@corleypro.com)

     

• Please Note* - If it is afterhours  and you have contacted the Emergency phone number and they don’t answer the call

Double check the number called then try calling them a second time , checking back with the customer to avoid long hold times. If after 2 attempts  and no one answers follow this process:  

• Do Not Book the Call
• Document the times you called the Emergency number
• Include all information on the  call for the customer and send over to dispatch to inform them a customer has an emergency and is looking for availability
• Send an email to service@corleypro.com and CC Derrick and Cassy
• On-call rep should then be responsible for contacting the customer and booking the emergency
• On-call rep should respond to the WC email and service@corleypro.com stating it has been booked/handled.
• On-call rep should note Service Titan appropriately

 

• Corley DOES NOT do New Construction.
• If You Reschedule the customer it will remove the Tech who was originally assigned to the job, make sure to reassign "Unassigned Plumbing/HVAC/Electric" to job.
• The only time WC agents should contact dispatch on the emergency number is after the hours listed below. If the customer is calling in during normal business hours but we are only open for afterhours calls (due to availability), the agent can book afterhours (if available) by selecting “custom window” and entering 7PM as the start time and 9PM as the end time (see below). I hope this helps to clarify. Please let me know if further information is required.
• Emergency hours: For true emergencies you MUST call the on-call dispatch representative.

 

Mon-Fri:	AFTER 6PM EST
Saturdays:	AFTER 4PM EST
Sundays:	ALL DAY
Holidays:	ALL DAY:

• Please note the dispatch charge is different for After Hour emergencies.

Cannot book appointment from the time period that quarantine ends for positive diagnosis until 2 weeks from that point, or until they have a Covid-free test and paperwork.

• Search for ZIP Code
• Check if service is available
• Check if after hours fee applies

  PLATINUM/1986 MEMBERSHIP – NO FEE DC/AFTER HOURS GOLD MEMBERSHIP – $20 OFF DC, REGULAR HOURS DC FOR AFTER HOURS BRONZE MEMBERSHIP – $10 OFF REGULAR DC, NORMAL DC FOR AFTER HOURS   Regular Hours: M-F 7AM-6PM, SAT 8AM-4PM (NOT WAIVED IF WORK PERFORMED)

After Hours Fee:	(Emergencies only): Quote if booked timeframe is after Business Hours.
Mon-Fri:	AFTER 6PM EST
Saturdays:	AFTER 4PM EST
Sundays:	ALL DAY
Holidays:	ALL DAY: New Year’s Memorial Day Independence Day Labor Day Thanksgiving Day Christmas Day
Military:	10%

Must contact Emergency phone number - 864-444-7898 , If no answer after 2 attempts email  service@corleypro.com (Send an email to Dispatching after you book any after-hours call with Corley)   No Dispatch fee for New HVAC install estimates Commercial ELECTRIC (Any Business) accounts are $129 Dispatch fee RPZ Backflow Tests Have a Flat Fee of $142.00 for Residential RPZ Backflow Tests for Commercial, it would be a dispatch charge based on zip code & the backflow fee will  be quoted.

ZIP CODE	CITY	COUNTY	SERVICE	Plumbing/ Electric DISPATCH	Plumbing/ Electric AFTER HOURS	HVAC Diagnostic	HVAC AFTER HOURS
29301	Spartanburg	Spartanburg	Yes	49.50	189.00	89.50	239.00
29302	Spartanburg	Spartanburg	Yes	49.50	189.00	89.50	239.00
29303	Spartanburg	Spartanburg	Yes	49.50	189.00	89.50	239.00
29306	Spartanburg	Spartanburg	Yes	49.50	189.00	89.50	239.00
29307	Spartanburg	Spartanburg	Yes	49.50	189.00	89.50	239.00
29316	Boiling Springs	Spartanburg	Yes	49.50	189.00	89.50	239.00
29322	Campobello	Spartanburg	Yes	89.50	289.00	139.50	339.00
29334	Duncan	Spartanburg	Yes	39.50	189.00	89.50	239.00
29338	Fingerville	Spartanburg	Yes	89.50	289.00	139.50	339.00
29346	Glendale	Spartanburg	Yes	49.50	189.00	89.50	239.00
29349	Inman	Spartanburg	Yes	89.50	289.00	139.50	339.00
29356	Landrum - Glassy Mtn	Spartanburg	Yes	129.50	329.00	179.50	379.00
29365	Lyman	Spartanburg	Yes	49.50	189.00	89.50	239.00
29369	Moore	Spartanburg	Yes	49.50	189.00	89.50	239.00
29376	Roebuck	Spartanburg	Yes	49.50	189.00	89.50	239.00
29377	Startex	Spartanburg	Yes	49.50	189.00	89.50	239.00
29385	Wellford	Spartanburg	Yes	49.50	189.00	89.50	239.00
29386	White Stone	Spartanburg	Yes	49.50	189.00	89.50	239.00
29388	Woodruff	Spartanburg	Yes	49.50	189.00	89.50	239.00
29601	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29602	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29604	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29605	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29606	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29607	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29609	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29610	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29611	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29615	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29617	Greenville	Greenville	Yes	39.50	189.00	89.50	239.00
29621	Anderson	Anderson	Business Only	89.50	289.00	139.50	339.00
29622	Anderson	Anderson	Business Only	89.50	289.00	139.50	339.00
29623	Anderson	Anderson	Business Only	89.50	289.00	139.50	339.00
29624	Anderson	Anderson	Business Only	89.50	289.00	139.50	339.00
29625	Anderson	Anderson	Business Only	89.50	289.00	139.50	339.00
29626	Anderson	Anderson	Business Only	89.50	289.00	139.50	339.00
29627	Belton	Anderson	Business Only	89.50	289.00	139.50	339.00
29630	Clemson	Pickens	Business Only	89.50	289.00	139.50	339.00
29632	Clemson	Pickens	Business Only	89.50	289.00	139.50	339.00
29633	Clemson	Pickens	Business Only	89.50	289.00	139.50	339.00
29634	Clemson	Pickens	Business Only	89.50	289.00	139.50	339.00
29636	Conestee	Greenville	Yes	39.50	189.00	89.50	239.00
29640	Easley	Pickens	Yes	39.50	189.00	89.50	239.00
29642	Easley	Pickens	Yes	39.50	189.00	89.50	239.00
29644	Fountain Inn	Greenville/Laurens	Yes	39.50	189.00	89.50	239.00
29650	Greer	Greenville	Yes	39.50	189.00	89.50	239.00
29651	Greer	G'ville/Sptbg	Yes	39.50	189.00	89.50	239.00
29652	Greer	Greenville	Yes	39.50	189.00	89.50	239.00
29661	Marietta	Greenville	Yes	89.50	289.00	139.50	339.00
29662	Mauldin	Greenville	Yes	39.50	189.00	89.50	239.00
29669	Pelzer	Anderson	Yes	89.50	289.00	139.50	339.00
29673	Piedmont	Greenville	Yes	39.50	189.00	89.50	239.00
29680	Simpsonville	Greenville	Yes	39.50	189.00	89.50	239.00
29681	Simpsonville	Greenville	Yes	39.50	189.00	89.50	239.00
29687	Taylors	Greenville	Yes	39.50	189.00	89.50	239.00
29690	Travelers Rest	Greenville	Yes	89.50	289.00	139.50	339.00
29690	Travelers Rest	Greenville - Glassy Mountain Area	Yes	129.50	329.00	179.50	379.00
29697	Williamston	Anderson	Yes	39.50	189.00	89.50	239.00

Electric	Code	Description
EService	ADD	Add outlets or switches
EService	ATC FAN	Attic Fan
EService	BOND	Water/Gas Bonding
EService	COMM	Commercial Elec
EService	DOORBELL	Door Bell issues or installation
EService	(E)MCK	Electrical Check (NON SP)
EService	EREF	Presold from a different dept
EService	EX FAN	Exhaust Fan
EService	GE	General - Electric (Not Used)
EService	GEN	Generators
EService	HI-E	Service Partner Check - Electric
EService	IN FIXTURE	Indoor Fixture
EService	OUT FIXTURE	Outdoor Fixture
EService	PANELS	Panels
EService	REWIRE	Home Rewires
EService	SMK Det	Smoke Detectors - adding or troubleshooting
EService	SUP	Service Upgrade/Change
EService	TBL	Residential Troubleshooting (General Electric)
HVAC	Code	Description
HVACService	AIRQT	Air Quality
HVACService	BURN	Burning Smell
HVACService	COOL	No Cooling
HVACService	COOL 10+	No Cooling - units 10 years or older
HVACService	DRYER	Dryer vent cleaning
HVACService	DUCT	Duct Work Issues
HVACService	FROZEN	Unit is Frozen
HVACService	GHVAC	General HVAC
HVACService	HEAT	No Heating
HVACService	HEAT 10+	No Heating - units 10 years or older
HVACService	HI-H&A	Service Partner Check - Heat & Air
HVACService	InstallOC	HVAC system installed within the past year and not working properly
HVACService	INSTCHK	6 month check from new HVAC install for non SP
HVACService	LUNIT	Unit is leaking
HVACService	MCK	MAINTENANCE CHECK UNIT
HVACService	NOISE	Unit is making a noise
HVACService	OILFURNACE	Oil Furnace
HVACService	TSTAT	Thermostat Issues

Plumbing	Code	Description
PService	BFP	Backflow Test  ($142 flat for residential, no DC; Commerical BFP – quote dispatch charge & plumber will quote cost)
PService	CI	Camera Inspection
PService	CIRC	Recirc Pump
PService	DSP	Garbage Disposal
PService	FIX	Fixture Repair/Replace
PService	GAS	Gas Piping
PService	GDRAIN	General Drains
PService	GP	General - Plumbing
PService	HI-P	Service Partner Check - Plumbing
PService	IDRN	Inside Drain Stoppage
PService	JET	Jetting
PService	LKI	Leak Inside
PService	LKO	Leak Outside
PService	MAI	Mainline Stoppage
PService	(P)MCK	Plumbing Check (NON SP)
PService	PIPE	Pipe - new pipes ran or rerouted
PService	PRES	Water Pressure Issues
PService	SUMP	Sump Pump
PService	TLT	Toilet Repair/Install
PService	WHC	Water Heater - Commercial
PService	WHR	Water Heater - Residential
PService	WHR 10+	Water Heater - Residential - 10+ years old
PService	WHT	Water Heater - Tankless
PService	WHT 10+	Water Heater - Tankless - 10+ years old
PService	WI-P	Warranty Inspection - Plumbing

Corley Services	Plumbing, HVAC, Electric
ServiceTitan Call Flow: While booking the call in ServiceTitan, after you find the customer or enter in their new information, fill out the following boxes.	Job Type – What type of service is needed? (see list) Business Unit – this should default whenever you choose the job type Marketing campaign – how did they get our number? (may default depending on what number they dialed) (see list) Priority – keep this as Low Start date – date we are booking the appointment for Arrival window – We book within 3 window timeframes Morning – 8a-1p Afternoon – 1p-7p (Limited Appointment Openings)- 5p-7p How did you hear about Corley – Choose “AFTER HOURS” Is anyone in your house experiencing Flu-like symptoms – Yes/No (Covid precaution) Technician – Choose from below according to what business unit you entered above: *Unassigned Electric *Unassigned HVAC *Unassigned HVAC Sales *Unassigned Plumbing ALWAYS add “Customer Support” tag
Booking two services in one call:	When a customer is booking 2 services in one call, the agent can mention that we will waive the additional Discharge Fee, keep in mind to charge the earlier appt, or the more expensive fee.
Booking a job with Realtor/Renter:	We must book either with the home owner or receive permission from them (along with who is responsible for payment and payment method) before the job can be booked. Often times, we’ll try to conference in the home owner along with the renter/agent to get permission while they are on the phone. Additionally, once we have the homeowner on the line we must be certain they are either present at the time of service OR reachable by phone to discuss the service options and payment for said services.
Clarifying Questions to Ask: Air Conditioner & Heating Questions.	As part of call taking for HVAC, we should always ask how old the customer’s system is, note that in the job instructions for the technicians, and add a 10+ HVAC tag if the unit is older than ten years.  This helps us in a few ways.  First, it alerts the homeowner that this is something they should be thinking about prior to our technician showing up.  Second, it gives dispatch a gauge on which technician may be best qualified to send to each call.  Finally, it gives the technician information going into the call on how they might approach it (repair vs. replacement, etc.). Do you own the home? How old is the unit? How many units? What type of system do you have? Where is it located? When was the last time you changed the filter? Gas or electric? Has it been regularly maintained? What temperature is your home currently? In the summer, ask if the unit is iced over. Let the customer know that if it is, our technician will not be able to run the diagnostics and would have to return later once the unit thaws. Ask the customer to turn the unit off so it can defrost. Is the unit or any pipes frozen over? If yes, advise the customer to shut off the system; we cannot work on the unit if it is frozen over. Is the outdoor fan spinning, do you have air coming from the vents, and what is the difference in the temperature? Comfort Specialists Do you own the home? Will all decision makers be available? How old is your system? What type of system do you currently have? What type of system are you looking to have installed? Water Heaters Where is the heater located (garage, attic, crawlspace, outdoors in Aquahut)? What type of heater is it (gas, electric, tankless)? How old is the heater? Is it leaking?
DO NOT GO Jobs: There are times when we will not go to a business.	Outstanding Balance There are some accounts that have not paid us. Whenever you go to book a call in Service Titan, a screen will pop up if a balance is owed. If the customer owes more than $100, do not book the appointment without getting approval from Finance, Customer Experience, or the General manager. If the amount owed is under $100, it’s likely due to a Service Partner payment that didn’t go through. You have permission to get the updated credit card over the phone to give to Finance. Let the customer know we will process the payment for the owed amount and use the card for future payments. If the customer doesn’t give us this amount, then we will not book the appointment. We realize this might mean we lose a Service Partner, but we need to collect for the plan. Please update the notes accordingly when you book the call stating that you followed up on the money owed as appropriate.   Do Not Bill TAG If this tag is on an account, most likely on a business, then we need to let the customer know we will not bill them for the work and they will need to pay us at the time the service is completed.   Night Clubs, Strip Clubs, Smoke Shops & Bars As a company policy, we have chosen not to work for certain types of establishments.  While places like Hooters and Twin Peaks are restaurants, we do not want to work for them due to the perception associated with them. This is not a perception we want associated with our company.  This same would hold true for night clubs, strip clubs and bars.  We do not want our trucks parked in the parking lots of these places so the integrity of our company or our guys can ever come into question.

• Availability for Limited Appointment Openings from 5pm-7pm by Trade: (be sure to check dispatch board)
  • 2 Plumbing 5-7 (Wednesday-Friday)
  • 1 Plumbing 5-7 (Monday & Tuesday)
  • 1 Electrical 5-7 (Daily)
  • 1 HVAC 5-7 (Daily)

 

• Availability for Service Partner checks
  • 6 Plumbing (Monday-Friday)
  • 2 Plumbing (Saturday)
  • 3 Electrical (Monday-Friday)
  • 1 Electrical (Saturday)
  • 10 HVAC (Monday-Friday)
  • 1 HVAC (Saturday)

Status Key for Avalibility: OPEN -  (can book demands or maintenance checks for morning or afternoon) OPEN FOR DEMANDS - (can book demands for morning or afternoon) OPEN MORNING/AFTERNOON - (open morning/afternoon - can book demands or checks for whichever time it says) EMERG ONLY - (only emergency demands) AFTER HOURS - (the schedule is full that day so only book after hours with after hours charge) CLOSED - (schedule AND after hours is full so no more calls for that day)

Please review the qualifications for an emergency and evaluate customers' needs with probing questions. If their situation does not apply, we cannot book for after hours. After Hours service is reserved for residential emergencies only (no commercial after hours, only during regular hours).   Plumbing WH leaking NO hot water NO water (super low pressure) Mainline stoppage Toilet stopped up (only has ONE toilet in the home) Gushing/Flooding Gas smell   Electric   Sparks/fire Burning smell Meter ripped off home ONE room has no power Two rooms SIDE BY SIDE sharing walls have no power More than 2 rooms, CALL POWER COMPANY   HVAC   NO heat/ NO cool (has only ONE unit and/or elderly) Gas smell Burning smell Estimates

Misc Notes	Estimates are good for 30 days
Comfort Consultants (New HVAC install)	There is no dispatch fee for estimate of a new HVAC system install Review the home and existing equipment Multiple measurements will be taken of the existing unit and space where new unit will be installed Our technicians will be in the home 1-2 hours Upon completion of the home review our technician will present several options / offers to improve the efficiency and comfort of the home Dates for installation will also be discussed at this time Request that all decision makers be present or reachable to review options
If a customer calls in to book an Estimate for an HVAC Unit/Install that was Quoted, we Cannot Book them.	That is handled with our install dept. and you can confirm with the customer which option they want, let them know someone will be in touch to schedule. CSR will send email to Service@corleypro.com to let our dispatch team know which estimate/unit the customer wanted to go with. (include all of the customer's information.   Process of Estimates: $0 - $500 – CSR would Book the call and email dispatch@corleypro.com $500+ CSR would transfer to lead/MOD

CORLEY SERVICE PARTNER PLAN – $19.86/Month +$5 per additional HVAC unit

12 Month No Break Down Guarantee^ NO Dispatch Charge Ever Priority Response Time 15% Discount on Repairs Personal Concierge Line Convenient Monthly Payments Plus the Annual Maintenance Check of your home’s HVAC System, Plumbing System and Electrical System

  ^12 Month No Break Down Guarantee. We guarantee that your system won’t experience a breakdown when you make the suggested necessary repairs. If something fails, we’ll come at no charge and repair it at no cost to you. *Extended Labor Warranty for new systems installed by Corley. We’ll cover the labor warranty to match the original manufacturer’s warranty with continuous coverage of a Service Plan and regular maintenance of the system. **Does not include heat exchangers, compressors, or coils. With the exception of the inspections and maintenance checks, all services are as needed. Where quantity of services are listed, this is a maximum number performed annually.

• Our Service Partner plan is $19.86/month. The only time there may be more charged is $5/month for any additional HVAC units. So you may see some customers who get charged $24.86/month, for example, because they have 2 units.
• However, if anyone calls in with billing questions or questions about the SP, just shoot us an email at service@corleypro.com and we will get them taken care of!

  PREVIOUS PLANS PLATINUM, GOLD, BRONZE– being phased out, but there will be some existing customers with these plans.  New plan will be the Partner Plan as shown above.

Can Do’s Plumbing

• Backflow preventer testing (Job type – PService-BFP)
• Caulking plumbing fixtures
• Drains to get water away from the home (not French drains)
• Grease traps (clear them, not install them)
• High pressure regulators (residential only)
• Locate septic tank & work on connection (we do not pump septic or work on actual tank)
• (lines to) Irrigation system(but not the irrigation system itself)
• Trenchless Pipe repair
• Urinals
• UV installations for water filtration
• Water filtration systems
• Water fountains
• Winterize pool plumbing (i.e., cap off lines, etc.)
• RPZ (see top of Dispatch Charge list)
• Trenchless digging for pipe repair

Electric

• Electrical to pool pumps (only hook up, no troubleshooting problems)
• Car chargers (electric vehicles)
• Generators- (Except Portable Ones)
• Installation of a meter box
• Wall microwaves
• Bathroom exhaust fans( Eservice EX-FAN)

HVAC

• Air quality test
• Coil cleaning (not included in maintenance check, quoted separately)
• Duct cleaning (quoted by comfort consultant and HVAC install actually performs the service once scheduled)
• Combing fins
• Geothermal units
• Hybrid furnaces (gas/electric)
• Oil furnace (Aaron Clarkson, Chad Sokol, and Chris Berry)
• Vents on the outside(crawlspace vents, dryer, bathroom exhaust)

Miscellaneous

• We CAN pull permits IF we do the work (not otherwise)

  Cannot Do’s Plumbing

• Appliances (we do work on water lines to and drain lines from, not the appliance)
• Boilers
• French drains (we don’t install them or work on them)
• Installing walk-in tubs
• Jacuzzi tubs
• Outdoor water fountains
• Ponds
• Pools or pool pumps
• Portable water heaters
• Roof vents for plumbing system
• RVs
• Septic tank itself (but we can do lines to septic)
• Shower doors
• Solar water heaters
• Storm drains
• Submeters for plumbing
• Wells/well pumps (we can work on the water to the well, and everything not in the ground)

Electric

• Appliances (we do work on power to the appliance)
• Ethernet installs
• Floorboard registers
• Install stoves
• Install wall ovens
• Low voltage
• Parking lot pole lights
• Phones lines
• Pool pumps
• Run electric overhead (referring to outside, done by electric company)
• RVs
• Solar panels (work, replace, or install)
• Submeters for electrical

HVAC

• >5-ton HVAC units (greater than 5-ton)
• Blower door tests (tests airtightness of buildings)
• Commercial kitchen vent/hoods (eg. Type II Hood)
• Mall or rooftop HVAC units
• Portable heaters
• Radon detection
• Relocate oil tanks for furnace (but we DO work on oil furnaces)
• RVs
• Window AC units

Miscellaneous

• Cracked tub
• Fireplaces (but we CAN run a gas line)
• If we do not do the work, we cannot pull the permit
• New construction
• Roof leaks
• Tiles

I wanted to make you aware that we have a new lead source through Home Depot. We are performing installs for HVAC. We do not  book any jobs associated with HD. They must route through our designated dispatch contact Lindsey Allen.  Simply collect the caller’s information and email directly to Lindsey at  lallen@corleypro.com.  She’ll call the customer back to book. We would need you to send an email (service@corleypro.com) to us to book the install if they are contacted. If a customer of Home Depot calls in and requests other services with us outside of HVAC installs, we should collect the caller’s information and email directly to Lindsey at  lallen@corleypro.com. She’ll call the customer back to book.

Example: Caller wants someone to come out to provide estimated pricing for an outdoor electrical box, or perhaps they want to add an outdoor spigot to their garden. We would still charge a dispatch fee, correct? In this case would we be able to waive the fee if they had the work done?   Answer : You are correct; we do still charge a dispatch charge for the technicians to come out. We are not able to waive the charge on our end, but ultimately it’s the technician’s decision. So, when customers are having objections to the dispatch charge when they’re interested in estimates only and aren’t committed to having the work done, we can say something like, “the technician would be happy to discuss that [the dispatch charge] with you.”   If you do mention this to a customer when booking jobs like this in the future, please make a note in the job summary like this: “10.12.20 NC // Customer would like estimates on a new generator. // DC 39.50, tech advise // Morning Tuesday 10.13.20 // WC#”