First voice the customer hears: books calls, triages urgency, sets expectations and follows up.

Usually from a shop of about 3. 4 required, 7 recommended and 4 elective skills in 2 stages.

Stages follow the tiers: Foundation, then Core, then Advanced. Skills inside a stage are in learning order.

Stage 1 · Foundation

4 required · 2 recommended · 3 elective

Required

1. PPE and jobsite hazards Foundation & Safety Safety-critical
2. Industry orientation Foundation & Safety
3. Customer communication fundamentals Business & Leadership
4. Call handling and booking Business & Leadership

Recommended

1. Efficiency ratings literacy Foundation & Safety
2. Carbon monoxide safety Heating Safety-critical

Elective

1. Refrigeration cycle basics Refrigeration Circuit
2. Furnace configurations and components Heating
3. Filtration Building Science & IAQ

Stage 2 · Core

5 recommended · 1 elective

Recommended

1. Explaining system options to homeowners Business & Leadership
2. Rebates and incentive programs Business & Leadership
3. Dispatching and scheduling Business & Leadership
4. Office operations and administration Business & Leadership
5. Digital tools and remote diagnostics Business & Leadership

Elective

1. Heat pump types and selection Cooling & Heat Pumps