Callback & Rework Process

Overview

A callback is any return visit to a customer's home to address a problem with work Spartan performed. Callbacks are tracked, reviewed, and used as a quality improvement tool. This card defines how callbacks are identified, scheduled, and resolved.

Who This Applies To

All technicians, CSRs, and Operations Manager.

Identifying a Callback

A job is classified as a callback in ServiceTitan when:

• The customer calls to report a problem with work Spartan performed within the warranty period
• The work performed did not resolve the original issue
• A quality failure is identified (leak, incorrect installation, code issue)

Callback Process

Step 1 — Customer Reports Issue

CSR receives the call and:

Pulls up the original job in ServiceTitan

Logs the callback complaint in detail (what the customer says is wrong)

Flags the job as a callback in ServiceTitan (use Callback job type)

Notifies Operations Manager same day

Step 2 — Operations Manager Review

Operations Manager reviews:

• Original job photos
• Tech's notes from the original job
• Is this Spartan's workmanship or unrelated?

If Spartan's fault: callback scheduled, no charge to customer.

If unrelated: Operations Manager determines whether to offer goodwill service or charge standard rate.

Step 3 — Callback Scheduling

• Callbacks are prioritized in dispatch — scheduled within 24 hours where possible
• Assigned to the original tech when available and appropriate
• Assigned to a different tech if the customer requests it or Operations Manager deems it appropriate

Step 4 — Callback Resolution

Tech completes the work, takes photos, logs ServiceTitan notes.

Operations Manager confirms resolution with the customer (or CSR calls the customer to confirm satisfaction).

Step 5 — Trend Review

Operations Manager reviews callback data monthly:

• Which techs have the highest callback rates?
• What types of jobs generate the most callbacks?
• Coaching or process changes to reduce callbacks

Cost Tracking

Callbacks are tracked in ServiceTitan as non-revenue jobs. The cost of labor and materials is a direct loss. This data informs quality standards and training priorities.

Related SOPs

• Warranty Documentation & Procedures
• Quality Standards Checklist
• Post-Job Cleanup & Follow-Up (Service)