WELCOME TO OUR PLACE CUSTOMER CARE TEAM
Welcome to the front lines of excellence. As a member of the Our Place Customer Care Team, you are not
just answering calls — you are the voice, the guide, and the problem solver for every customer who trusts
us with their home comfort. This manual is your complete guide to HVAC knowledge, service procedures,
communication skills, and professionalism.
This document will walk you through: - How air conditioners work (in plain English) - Types of systems
customers may have - Common HVAC problems and how to explain them - Our services and how to present
them - Indoor air quality concerns - Our process and professionalism
Let's begin.
SECTION 1: HVAC 101 - HOW DOES AN AIR
CONDITIONER WORK?
THE BASICS
The compressor and condenser coil are located on the outside air portion of the air conditioner called the
condensing unit (CU). It is referred to as the condenser unit or outside unit. This is where the cooling
process begins.
The blower fan and evaporator coil are located inside the home, either in the garage, attic, or closet.
These parts are enclosed in a metal cabinet referred to as the air handler unit (AHU), or inside unit.
The liquid refrigerant enters the evaporator coil through the same copper tube attached to the outdoor
unit.
ANALOGY: HVAC SYSTEMS ARE LIKE THE HUMAN BODY
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The Compressor: Like the heart, it pumps refrigerant through the system.
The Refrigerant: Like blood, it carries heat out of the home.
The Condenser & Evaporator Coils: Like arteries and veins, they circulate the refrigerant.
The Blower Motor: Like lungs, it moves air through the home.
The Thermostat: Like the brain, it regulates the whole system.
This metaphor helps explain the system to customers in a relatable way.
1SECTION 2: TYPES OF HOME HVAC SYSTEMS
1.
2.
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4.
THE SPLIT SYSTEM
Most common
Central or ductless mini-split
Indoor and outdoor units connected by copper tubing
5.
THE PACKAGE OR "ALL-IN-ONE" SYSTEM
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7.
All components housed in one outdoor box
Found in mobile homes and small commercial buildings
8.
DUCTLESS / MINI-SPLIT SYSTEMS
9.
10.
11.
Wall-mounted units
Great for room-by-room control
No ducts required
12.
WINDOW OR WALL SYSTEM
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14.
Used for single rooms
Evaporator inside, condenser outside
As a care rep, knowing which system the customer uses helps diagnose problems or guide them toward
proper service.
SECTION 3: COMMON PROBLEMS YOU'LL
ENCOUNTER
1. THE FROZEN EVAPORATOR COIL
Causes: - Dirty filters or coils - Blocked airflow
Consequences: - System shut down - Compressor damage (not covered by warranty) - 30% higher utility
bills - Poor indoor air quality
Prevention: - Monthly filter changes - Annual coil sanitization by a licensed tech
22. THE CLOGGED CONDENSATE DRAIN LINE
Cause: - Sludge buildup due to weak water flow
Effect: - System shuts off - Water overflows into the house
Service Advice: - Drain should be vacuumed and flushed twice a year - Avoid using bleach — it causes
corrosion
3. THE DIRTY CONDENSER COIL
Symptoms: - Poor heat transfer - High pressure & electricity consumption (+37%) - Compressor burnout
(~$2,000)
Recommendation: - Acid-based coil cleaning annually
SECTION 4: TYPES OF SERVICE CALLS
EMERGENCY DIAGNOSTIC SERVICE
When the unit breaks down on the hottest day of the year, we provide rapid diagnostics and multiple repair
options.
Note: We charge $99 for a technician to come out to the home and diagnose the issue. This isn't just an
estimate — it's a full diagnostic visit. Our technicians arrive in a "warehouse on wheels," fully stocked with
parts and tools, making it highly likely they can fix the issue on the spot. This fee covers a thorough
assessment and can be applied toward the cost of repair if approved.
"WOW" TUNE & CLEAN MAINTENANCE
What makes it different? - Chemical cleaning of condenser coils - High-pressure vacuum for drain line -
Sanitization of air blower and coils with EPA-approved spray - Thermostat balancing (each degree below
78º = +12% cost) - Full system inspection including: - Electrical check - Refrigerant levels - Air flow per vent -
Heat element review
FREE IN-HOME ESTIMATES
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No cost for full system replacements, duct upgrades, or insulation needs
FREE SECOND OPINIONS
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If a customer already paid for a diagnosis, we will verify or contest it at no charge
3ADDITIONAL SERVICES
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Duct cleaning
Duct system redesign
Attic insulation upgrades
Air quality products
SECTION 5: CLUB MEMBERSHIP BENEFITS
Coming soon – this section can be expanded upon with membership perks such as priority scheduling,
discounts, and annual maintenance reminders.
SECTION 6: INDOOR AIR QUALITY (IAQ)
COMMON AIR QUALITY ISSUES:
1.
2.
3.
POLLEN
Carried by wind, birds, and insects
Major allergy trigger
4.
DUST MITES
5.
6.
Thrive in bedding and upholstery
Aggravate asthma and allergies
7.
PET DANDER
8.
Dead skin cells from animals
9.
Microscopic, airborne, irritating
10.
VOLATILE ORGANIC COMPOUNDS (VOCs)
11.
12.
Released by cleaning agents, paints, furniture
Can cause nausea, organ damage, or cancer
HOW TO IMPROVE IAQ
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Whole-house duct cleaning
UV Lighting Systems
Advanced Air Filtration
4Explaining IAQ clearly and showing empathy goes a long way with parents, allergy sufferers, and health-
conscious customers.
FINAL THOUGHTS: YOUR ROLE & RESPONSIBILITY
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Be the calm voice during emergencies.
Offer solutions, not just answers.
Educate customers without overwhelming them.
Know when to escalate to technicians.
Use your knowledge to upsell ethically.
Always follow our service scripts and protocols.
The better you understand HVAC, the better service you provide. And the better service we provide, the
more trust we earn in the communities we serve.
Welcome to the team. Let’s make every call count.