Drain Technician

Responsibilities

Perform in all aspects of Drain Technician work, including but not limited to:

• Respond accordingly to all emails and phone calls (within the hour in most cases, but within 2 hours if received before 9 pm)

• Complete and submit paperwork daily (timesheets, worksheets, payments, etc.)

• Meet service levels agreements. This includes providing drain service within 4 hours of the Client’s initial call (unless the initial call is after 9 pm, or unless the Client declines service in the timeframe).

• Manage Appointments

  • Effectively communicate appointment details with customers and colleagues 

  • Maintain system of record with all pertinent information; Dispatch and/or Salesforce

  • Accurately calculate estimates and bids for customers via resources provided by the Company

  • Work with Customer Service to coordinate pricing 

  • Get the customer the correct quote

  • Explain the drain issue to the Client after you have resolved it. 

  • Marketing

    • Leave sales pamphlet with quote amount 

    • Write quote $ amount on business card 

  • Home Insurance and Service Line Protection Company Jobs

    • Work with insurance company and/or Contractor/Client if needed

    • Prepare and file insurance paperwork and supplements

• Dispatch

  • Price List - Refer to Sewer & Drain Price List for latest prices

  • Establish payment terms before job starts

  • Insert form requirements here

  • Collect payment when job is done

  • Complete appointments in a timely manner

  • Explicit notes must be documented in Dispatch every step of the way; from job assignment to job completion.  

  • Sewer Line Cleaning for AWR and HomeServe and whenever possible for all Clients: 

    • Provide drain service within 4 hours of the Client’s initial call 

    • Unless the initial call is after 9 pm, or unless the Client declines service in the timeframe.

  • AWR Clients should never go over 24 hrs. without service: 

    • If the line cannot be cleared all efforts must be made to schedule a dig the very next workday.

  • Upload videos and diagrams in Dispatch, as applicable  

  • Before, during and after photos must be uploaded in Dispatch

  • Close out any open jobs once completed

  • If there are any delays in jobs, utilize the pause feature

  • In between job assignments, check Dispatch for next assignment

    • If no assignments are pending, contact Customer Service for next steps and return to the office if nothing is pending to clean and stock up vans.

• Paperwork

  • Leave a copy of the repair summary form with your customer after every job

  • All Technicians must leave a repair summary with each and every claim serviced for AWR.

  • Complete paperwork and submit to the office daily.

• Review and understand procedures