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CSR training and onboarding for American Leak Detection covering call scripts, pricing, scheduling, and service descriptions.
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SOC 職業分類に基づく
| name | csr-training |
| description | CSR training and onboarding for American Leak Detection covering call scripts, pricing, scheduling, and service descriptions. |
| user-invokable | true |
Territory: Palm Beach, Martin, & St. Lucie Counties (each office independently owned and operated).
Keep the call focused — collect, book, confirm. You are not a technician. Don't try to diagnose or troubleshoot the customer's issue — the tech handles that on site. Be warm and professional, but keep the call moving. Your job is to gather the info, explain the service, quote the price, and book the appointment.
If a customer wants to go deep into what's causing their leak, redirect warmly:
"That's a great question — our technician is the expert on that and he'll be able to determine exactly what's going on when he's on site. Let me get you taken care of and scheduled."
Every call follows six steps. Master the flow, then the details follow naturally.
| Step | What You Do | Why It Matters |
|---|---|---|
| 1. Greet | Professional opening, identify yourself and the company | Sets the tone — warm, confident, helpful |
| 2. Qualify | Ask what's going on, identify the service type | Determines which script and pricing to use |
| 3. Collect | Gather all required customer and property information | Technician needs this to arrive prepared |
| 4. Explain | Deliver the approved service description for that type | Ken's scripts — use verbatim |
| 5. Price & Schedule | Quote from the price chart, book the appointment | No surprises for the customer |
| 6. Confirm & Close | Repeat details, explain next steps, professional sign-off | Prevents no-shows and miscommunication |
"Good morning/afternoon, this is [Your Name] with American Leak Detection. How may I help you?"
Key points:
Based on what the customer describes, determine which service they need:
| Customer Says... | Service Type | Script to Use |
|---|---|---|
| "My pool is losing water" / "Not holding chlorine" | Pool/Spa Leak | Residential or Commercial Pool |
| "Water bill is high" / "Meter keeps running" | Slab Leak (Potable Water) | Slab Leak Script |
| "Water damage on wall/ceiling" / "Wet spot on floor" | Source & Origin | Source & Origin Script |
| "I'm a plumber, my customer has a leak" | Referral Partner | Plumber Referral Script |
| "Do you do gas leaks?" | Out of Scope | Polite Redirect |
Every call — collect ALL of these:
Full checklist:
references/information-checklist.md
"Pools typically leak in one of two places: the plumbing or the structure. Our tech will first use compressed air to locate leaks in the plumbing lines, then they will dive into the pool to inspect structural areas like lights, tile, liners, skimmers, main drains, and returns. Anything we caulk and putty is included in the fee for residential pools. Our leak detection comes with a 60-day warranty."
Important: Caulk and putty repairs included for residential pools only — NOT commercial.
"Pools typically leak in one of two places: the plumbing or the structure. Our tech will first use compressed air to locate leaks in the plumbing lines, then they will dive into the pool to inspect structural areas like lights, tile, liners, skimmers, main drains, and returns."
Then add: "If minor underwater repairs are found that can be patched on site, those will be $100 in addition to the detection fee. Our leak detection comes with a 60-day warranty."
"Our technician will determine if the leak is related to your hot or cold plumbing lines. We rule out with electronic detection equipment if the leak is on the hot or cold line, and then we use compressed air to locate the leak in that line and mark an area 18 inches to 3 feet for whoever you choose to do the repair."
Key phrase: "Turn them back to their plumber for the repair" — we detect, we don't repair plumbing.
"We use electronic leak detection equipment to rule out potable plumbing, then we would use an infrared camera and a moisture detector to trace it back to the source."
This is typically for insurance claims or when the customer sees water damage but doesn't know where it's coming from.
| Service | Price |
|---|---|
| Residential Pool (1 skimmer, pool or spa only) | $395 |
| Residential Pool/Spa (1 skimmer, with spillover) | $495 |
| Residential Slab Leak (1-4 bath) | $550 |
| Residential Slab Leak (5-6 bath) | $650/200 |
| Residential Source/Origin (1 problem, ≤20 sq ft) | $550 |
| Commercial Pool (≤15K gal, 2 skimmers) | $550 |
| Commercial Pool (15K-50K gal, 13-20 gutters) | $875 |
| Commercial Potable/S&O (first 2 hrs) | $850 + $200/hr |
Payment: Cash, check, or credit card.
Surcharges:
Full pricing:
references/pricing-guide.md
Full workflow:
references/scheduling-workflow.md
"All right, so we have you on for [date], between [time window], at [address]. We'll call you the day before to confirm. Our tech will give you a call when he's on his way. Is there anything else I can help you with?"
"Thank you so much. Have a great day!"
Keep it warm and natural — don't rush the goodbye.
"We specialize in water leak detection. Unfortunately, we don't handle [gas leaks / sewer issues / etc.]. I'd recommend contacting a [gas company / plumber / etc.] for that."
Be direct and helpful — don't fumble.
If a pool has been drained or recently had chemicals added, schedule the appointment at least 3 days out (72 hours) to allow the pool to refill and chemicals to stabilize. The pool must be clean, clear, and full upon arrival.
Technicians work 9 AM to 3 PM. Schedule appointments within these hours. Standard time windows: 8–9 AM (early), 10 AM–12 PM, 1–3 PM.
Insurance jobs have a different workflow. Key differences:
Full insurance workflow:
references/insurance-workflow.mdServiceTitan entry for insurance:references/servicetitan-insurance.md
references/call-scripts.md — Complete word-for-word scripts for every call typereferences/pricing-guide.md — Full official pricing (effective 11/20/25)references/information-checklist.md — Complete information collection checklistreferences/scheduling-workflow.md — Detailed scheduling processreferences/example-calls.md — Annotated real call transcript examplesreferences/insurance-workflow.md — Insurance job checklist and processreferences/servicetitan-insurance.md — How to enter insurance jobs in ServiceTitanreferences/team-contacts.md — Office and team phone numbersProject code: ALD-CALL-ANALYSIS
Client: American Leak Detection Jupiter
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