Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.
01
Evaluation factor
Execution and reliability
35% weight
Check daily call volume handled, booking conversion rate, and hands-on use of ServiceTitan, Housecall Pro or FieldEdge for scheduling, dispatch board updates, and invoice or warranty entry.
Evidence to listen for
Describes a workload they owned and how they kept it from slipping
Names the tools and systems they ran day to day
Can talk about volume: tickets, inboxes, orders, uptime
Nothing quietly falls through when they are busy
Five-point scoring guide
1
Poor
Cannot describe their own workload; things slip without them noticing.
2
Needs Improvement
Handles routine volume; drops work under pressure.
3
Satisfactory
Reliable on steady-state work; struggles when volume spikes.
4
Very Good
Consistently reliable at real volume with a system for staying on top.
5
Excellent
Cites concrete numbers: calls per day, booking rate above target, and fluent navigation of dispatch boards plus job costing fields.
02
Evaluation factor
Improving the process
25% weight
Probe changes they drove: call scripts, no-cool triage questions, maintenance agreement renewal reminders, capacity planning during heat waves, or reducing repeat truck rolls from bad address data.
Evidence to listen for
Has changed a process rather than only following one
Can name what was slow or error-prone and what they did about it
Documents so the improvement survives them
Knows when a process is worth automating and when it is not
Five-point scoring guide
1
Poor
Follows instructions only; no sense that process can change.
2
Needs Improvement
Notices problems but escalates rather than solving.
3
Satisfactory
Makes small improvements; impact is local and undocumented.
4
Very Good
Has redesigned a real process with measurable effect.
5
Excellent
Describes a specific workflow they rebuilt, such as a renewal call cadence, and names the resulting retention or first-time-fix gain.
03
Evaluation factor
Judgement and autonomy
25% weight
Test how they prioritise a no-heat call for an elderly customer against a scheduled tune-up, when to escalate to the service manager, and how they handle refrigerant or warranty questions beyond their scope.
Evidence to listen for
Knows what to decide alone and what to escalate
Handles an exception without freezing or improvising recklessly
Protects confidentiality and access appropriately
Asks a clarifying question rather than guessing on something costly
Five-point scoring guide
1
Poor
Either escalates everything or acts recklessly on their own.
2
Needs Improvement
Needs frequent direction; uneasy with exceptions.
3
Satisfactory
Sound judgement on familiar decisions.
4
Very Good
Clear sense of their own authority; handles exceptions well.
5
Excellent
Triages by safety and vulnerability first, escalates cleanly with full notes, and never guesses at diagnostic or pricing answers.
04
Evaluation factor
Communication
15% weight
Assess how they explain arrival windows, diagnostic fees, and technician delays to an angry homeowner, and how they hand off details to techs without losing context.
Evidence to listen for
Writes clearly enough that people act without a follow-up
Manages expectations before a deadline slips, not after
Handles a frustrated colleague or customer calmly
Works across time zones or async where the role needs it
Five-point scoring guide
1
Poor
Unclear written communication; goes quiet when things slip.
2
Needs Improvement
Communication needs chasing; raises problems late.
3
Satisfactory
Clear enough day to day; proactive updates are inconsistent.
4
Very Good
Clear, proactive, and calm under pressure.
5
Excellent
Calm, plain language with no HVAC jargon dumped on customers; hands techs concise notes covering equipment, symptom, and access details.
Put this rubric to work
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