1. WELCOME TO FIREHOUSE MOVERS

FIREHOUSE MOVERS FOUNDATION was established to extend the mission of Firehouse Movers beyond moving services and into the heart of the community. Founded by former firefighters, our values of service, integrity, and compassion are at the core of everything we do. The foundation provides support to first responders, military families, and individuals affected by emergencies or hardship. Through disaster relief, financial aid, scholarships, and community outreach, we aim to bring hope and stability during life’s most challenging moments. We partner with local organizations and generous donors to ensure that help reaches those who need it most. The Firehouse Movers Foundation is more than a charity—it’s a movement to serve with purpose, give back with heart, and build stronger communities together.

Course•By Brian Purcell

2.0 INTRODUCTION TO SERVICES OFFERED: SERVICES WE OFFER

Firehouse Movers Call Center Training is designed to equip agents with the skills and knowledge needed to handle calls efficiently and professionally. This course covers customer service best practices, call flow, CRM system use, scheduling, quote generation, and conflict resolution. Trainees will learn how to manage both inbound and outbound calls with confidence while upholding Firehouse Movers’ core values. Real-life scenarios, role-playing, and guided simulations are used to build strong communication and problem-solving skills. Emphasis is placed on empathy, accuracy, and delivering a positive customer experience that builds trust and repeat business. Ideal for new hires and current staff, this flexible training ensures every agent is ready to represent Firehouse Movers with excellence on every call.

Course•By Brian Purcell

2.1 SERVICES WE DO NOT OFFER

Course•By Brian Purcell

3.0 PREREQUISITE TO BUILDING ESTIMATE: Overview of Spectrum VoIP System

This course provides comprehensive training on using the Spectrum VoIP system at Firehouse Movers. It covers logging in, handling inbound and outbound calls, using key headset and call-handling features like mute, hold, add call, and assisted transfer. You'll learn how to answer and transfer calls professionally, including collecting and communicating key caller details when reaching out to management or internal team members. The course also emphasizes proper use of headset mute functions, understanding when to use soft versus hard holds, and how to avoid blind transfers. By the end of this course, you'll be equipped to manage calls efficiently and deliver a consistent, professional experience to both customers and team members.

Course•By Brian Purcell

3.1 PREREQUISITE TO BUILDING ESTIMATE: SmartMoving Academy Sales Basic Video

SmartMoving Sales Basic is designed to help you confidently navigate the SmartMoving sales tools, respond to leads faster, and focus more time on closing deals instead of handling administrative tasks. You’ll learn the difference between leads and opportunities, how opportunities move through SmartMoving, and best practices for managing sales efficiently. This course is flexible—you can take the lessons in any order, at your own pace, and revisit them anytime. To earn a certificate, simply complete all the course content, including the assessment and survey. Whether you're just getting started or need a quick refresher, this course gives you the tools to boost your sales performance with speed and confidence.

Course•By Brian Purcell

3.2 PREREQUISITE TO BUILDING ESTIMATE: New Lead and Follow up

This course trains call center representatives to effectively handle incoming calls by identifying whether they are New Leads or Follow-Ups. Participants will learn how to gather essential customer information, enter accurate lead details into the SmartMoving system, and understand service types like Moving, Packing, Load/Unload, and Storage. The training emphasizes clear communication, using scripts, identifying referral sources, and ensuring leads are placed in the callback queue within 30 minutes. For Follow-Ups, learners will practice retrieving customer records, entering callback requests, and assigning them correctly. By course end, participants will confidently manage customer interactions and maintain seamless workflow in line with Firehouse Movers’ standards.

Course•By Brian Purcell

3.3 PREREQUISITE TO BUILDING ESTIMATE: Payment Methods

Course•By Brian Purcell

3.4 PREREQUISITE TO BUILDING ESTIMATE: Checking Availability

This course trains call center representatives to effectively check and confirm scheduling availability for customer moves. It emphasizes that an estimate must be completed before availability can be discussed, as move duration and crew requirements depend on it. Trainees will learn how to assess move dates (excluding Sundays), use the Dispatch Calendar, interpret move types by color codes, and apply key scheduling rules—such as move time limits, truck capacity, and approval requirements for exceptions. The course also covers how to offer alternative dates, handle fully booked schedules without saying “overbooked,” and manage the cancellation list when needed. By the end of the course, participants will be equipped to provide clear, professional communication and ensure that scheduling decisions align with company policies and operational efficiency.

Course•By Brian Purcell

3.5 PREREQUISITE TO BUILDING ESTIMATE: Coverages Offered (Liability and Valuation)

This course trains call center representatives to explain the two types of coverage Firehouse Movers offers: Liability (included) and Valuation (optional). Trainees will learn the differences in coverage amounts for various move types, eligibility criteria, and how Valuation differs from insurance. Key topics include coverage limits, current market value, the $199 deductible, and when to refer customers to third-party providers. The course emphasizes clear, accurate communication of coverage benefits, especially when handling high-value items or explaining exclusions. By course completion, participants will confidently guide customers in making informed decisions about protecting their belongings during the moving process.

Course•By Brian Purcell

3.6 PREREQUISITE TO BUILDING ESTIMATE: Red Flags

This course, Red Flags in Customer Interactions, is designed for Firehouse Movers Call Center personnel to identify and properly escalate potential issues during move consultations. Learners will explore key warning signs—such as mentions of pests, court-ordered moves, unsafe domestic situations, or logistical challenges—that may not prohibit service but require management attention. Through scenario analysis and communication techniques, trainees will develop awareness and the critical thinking skills needed to ask the right questions, document concerns accurately, and ensure both company efficiency and customer satisfaction. This training equips staff to handle sensitive or complex move situations with professionalism and care.

Course•By Brian Purcell

3.7 PREREQUISITE TO BUILDING ESTIMATE: Oversized and Speciality Items

This course, Handling Oversized and Specialty Items, equips Firehouse Movers Call Center staff with the knowledge and procedures needed to manage unique, heavy, or delicate items during move consultations. Participants will learn how to assess key details such as item type, dimensions, weight, stair access, and required equipment for items like safes, pianos, hot tubs, pool tables, and grandfather clocks. The course emphasizes accurate documentation, customer communication, and coordination with the Operations Team to ensure proper handling and safe transport. By completing this training, staff will confidently identify special handling needs and streamline the moving process for complex items.

Course•By Brian Purcell

3.8 PREREQUISITE TO BUILDING ESTIMATE: Referral Source and Tags

This course highlights the critical role of accurately entering how each customer heard about Firehouse Movers into the SmartMoving system. Properly recorded referral data directly influences strategic marketing decisions by identifying which advertising channels and outreach efforts generate the most leads. Inaccurate or assumed entries can result in misallocated marketing budgets, reduced lead quality, and fewer booked moves. Participants will learn the correct process for asking and recording referral sources and understand how their accuracy impacts not only company growth but also the success of the Concierge Team. This training ensures team members contribute to smarter marketing strategies and a consistent flow of quality leads.

Course•By Brian Purcell

3.9 PREREQUISITE TO BUILDING ESTIMATE: Call Center Daily Priorities

This course outlines the essential daily priorities and responsibilities of the Concierge department. It provides a clear breakdown of the required tasks, the correct order in which they should be completed, and the processes to follow. From responding to new leads and managing follow-ups to updating estimates and maintaining communication logs, each step is designed to ensure smooth workflow and excellent customer service. By understanding and following the daily task structure, team members can stay organized, meet performance expectations, and contribute to the overall success and efficiency of Firehouse Movers’ operations.

Course•By Brian Purcell

3.10 PREREQUISITE TO BUILDING ESTIMATE: Cancellation Policy and Procedure

This course provides a clear understanding of Firehouse Movers’ Cancellation Policy and Procedure. It covers when and how to explain the $150 cancellation/reschedule fee, the importance of communicating this before collecting payment, and how to properly document cancellations in the system. You’ll learn the difference between a full cancellation and an “unbook,” when to escalate to a lead or manager, and how to respond professionally to customer objections. The course emphasizes maintaining accuracy, protecting company policy, and ensuring a positive customer experience through clear, respectful communication.

Course•By Brian Purcell

3.11 PREREQUISITE TO BUILDING ESTIMATE - Final Exam

This final exam assesses your understanding of essential call center procedures at Firehouse Movers. It covers handling new leads and follow-ups, checking availability accurately, and explaining coverage options, including Liability and Valuation. You'll also be tested on identifying red flags during calls and properly addressing oversized or specialty items. This exam ensures you’re prepared to provide clear, professional service while following company policies and operational standards.

Course•By Brian Purcell

4.0 BUILDING ESTIMATE FOUNDATION: SmartMoving Academy Estimate Basic Video

SmartMoving Estimate Basic is designed to help you create accurate, professional estimates in just minutes. This course will give you the confidence to handle every part of the estimating process with clarity and precision. You'll learn to navigate the key areas of an estimate—like the Charges and Payments sections—and understand the differences between binding and nonbinding estimates. You’ll also learn how to create an opportunity to generate estimates and confidently manage each step through booking. Lessons can be taken in any order and revisited anytime, allowing you to learn only what you need, when you need it. To earn a certificate, simply complete all course content, the assessment, and the survey. Whether you're new to SmartMoving or just need a quick refresher, this course will help you estimate faster, smarter, and more accurately.

Course•By Brian Purcell

4.1 BUILDING ESTIMATE FOUNDATION: Local Move (No Packing)

This course provides a detailed guide to handling Local Moves with no packing services. You’ll learn how to follow the approved script, gather accurate move details, and ask key questions about access, walking distance, and specialty items. The course emphasizes understanding square footage, estimating CuFT, and recognizing when to switch to the LiveSwitch script based on move size and distance. You’ll also learn how to clearly explain services, equipment provided, and payment policies to customers. By the end of the course, you'll be prepared to create accurate, policy-compliant estimates and deliver clear, professional communication.

Course•By Brian Purcell

4.2 BUILDING ESTIMATE FOUNDATION: Not Everything Going

This course covers how to properly adjust estimates when a customer says, “not everything is going.” You’ll learn how to ask the right questions to determine whether more items are staying or going and when to reduce cubic footage using percentage-based or per-item calculations. The course also explains when it's more accurate to create an itemized estimate, especially when fewer than 15 items are going. By the end, you’ll be able to confidently adjust CuFT for both houses and apartments, ensure accurate estimates, and document key details for operations and customer clarity.

Course•By Brian Purcell

4.3 BUILDING ESTIMATE FOUNDATION: Additional Trips or Trucks

This course explains how to identify and properly estimate moves that may require additional trips or trucks. You’ll learn how to apply CuFT and travel time guidelines to determine when one truck and multiple trips are acceptable, and when a second truck is required. The course covers key thresholds, when to involve management, and how to document multi-trip or multi-truck setups accurately in the system. You’ll also learn how to clearly communicate these details to customers, ensuring they understand the setup, timing, and cost implications.

Course•By Brian Purcell

4.4 BUILDING ESTIMATE SPECIALTY SERVICE: Local Load or Unload Estimate

This course trains you on how to accurately build and book Local Load or Unload estimates for customers who need help loading or unloading their own truck, trailer, or POD. You'll learn to ask the right questions to gather access and distance details based on the customer’s home or facility type, determine walk distances, and document specialty items like safes, pool tables, or gym equipment. The course also covers customer responsibilities for materials such as blankets and straps, how to discuss optional supply purchases, and how to explain the crew’s process. You'll master scripting for both load and unload services, including expectations, pricing structure, and payment options. Upon completion, you’ll be confident in quoting, documenting, and booking Local Load or Unload jobs while ensuring smooth communication and customer satisfaction.

Course•By Brian Purcell

4.5 BUILDING ESTIMATE FOUNDATION: Final Exam

This exam assesses your understanding of key procedures for managing Local Moves No Packing services. You’ll be tested on your ability to follow the Local Move: No Packing, accurately collect move details, and guide customers through the estimate and booking process. The exam also covers how to adjust cubic footage when “not everything is going,” including when to apply percentage-based reductions or create an itemized estimate. Additionally, it includes questions on identifying when a move requires additional trips or trucks based on total CuFT and travel time and how to properly document and communicate those setups.

Course•By Brian Purcell

5.0 BUILDING ESTIMATE SPECIALTY SERVICE: Pack and Move Same Day

This course covers the process for managing Same Day Pack and Move services. You’ll learn how to determine if a customer qualifies based on the size and complexity of the move, and when to request LiveSwitch videos, photos, or schedule an onsite estimate. The course outlines how to build a combined “Moving and Packing” job, accurately estimate labor and materials, and verify that operations have approved the setup. You’ll also learn how to document approvals, confirm correct job type, and communicate expectations clearly to the customer.

Course•By Brian Purcell

5.1 BUILDING ESTIMATE SPECIALTY SERVICE: Pack Day Plus Move Day

This course provides in-depth training on how to accurately build, estimate, and book Pack Day plus Move Day services. You’ll learn how to create separate packing and moving estimates, calculate labor and materials using the standard cheat sheet, and gather essential walk distance and access details. The course also teaches how to manage LiveSwitch videos, photos, and onsite reviews to refine rough packing estimates. You’ll master how to clearly communicate expectations, timelines, and valuation policies to customers. Additionally, the training covers booking best practices, scheduling crews, and handling payment methods, including deposit and reschedule policy compliance. Upon completion, you’ll be equipped to confidently manage both Pack Day and Move Day jobs from initial call to booking with professionalism and accuracy.

Course•By Brian Purcell

5.2 BUILDING ESTIMATE SPECIALTY SERVICE: Storage Inbound Vaults Process

This course trains you on how to accurately handle the Storage Inbound Vaults process for customers utilizing Firehouse Movers’ warehouse storage services. You’ll learn how to determine customer fit, build rough estimates, calculate estimated vault needs based on CuFT, and apply appropriate rate structures. The course covers how to document specialty items, gather access details, and use LiveSwitch or onsite evaluations for large moves. You'll also master SmartMoving's Storage tab setup, signature requests for Storage Guidelines, and how to finalize booking while complying with cancellation policies. By the end, you'll be able to confidently book and manage inbound storage jobs, ensuring proper documentation, crew preparation, and customer communication throughout the entire process.

Course•By Brian Purcell

5.3 BUILDING ESTIMATE SPECIALTY SERVICE: Storage Inbound Ports Process

This course provides detailed training on managing Storage Inbound jobs using Firehouse Movers’ Portable Storage Containers (PORTS). You’ll learn how to determine if the job requires a Load Only estimate or just a PORT drop-off, calculate the number of containers needed, apply proper delivery and pickup charges, and complete the estimate accurately in SmartMoving. The course covers when and how to use the Office Calendar, how to note key customer instructions, and how to confirm whether a portable is FULL or EMPTY. You’ll also be trained on sending and tracking the required Storage Guidelines signature form, adding correct internal notes, and setting proper follow-ups. By the end, you'll be able to handle PORTS jobs confidently and ensure clear communication and coordination between the customer, operations, and warehouse teams.

Course•By Brian Purcell

5.4 BUILDING ESTIMATE SPECIALTY SERVICE: Scheduling Port Deliveries and Pickups

This course provides step-by-step training on scheduling Firehouse Movers Portable (PORT) deliveries and pickups for both loading jobs and storage-only rentals. You’ll learn how to properly enter job and customer information in SmartMoving, use the Box Deliver section, and add events in the Office Calendar. Emphasis is placed on accurately recording whether the PORT is FULL or EMPTY and including any special placement instructions. The course also covers coordination between the Concierge and Operations teams, including how to prepare drivers, confirm details with customers, and email required delivery documentation. You'll master the daily planning routine for Operations, customer notification procedures, and the correct email format for reporting deliveries. By the end of this course, you’ll be able to confidently schedule PORT drop-offs and pickups, document all necessary details, and ensure a smooth process from delivery to account closure.

Course•By Brian Purcell

5.5 BUILDING ESTIMATE SPECIALTY SERVICE: Storage Outbound Process

This course equips Firehouse Movers call center staff with step-by-step knowledge on handling Storage Outbound estimates and bookings. Trainees will learn how to duplicate opportunities from a Storage Inbound job, verify customer payment status, calculate volume for outbound estimates, and input all necessary move and address details accurately. Emphasis is placed on maintaining clear internal and crew notes, determining valuation needs, and following proper communication procedures with customers. The course also outlines the final booking process, including credit card handling and reschedule/cancellation policies, and special instructions for portable storage returns. By the end, participants will confidently manage outbound moves and ensure a smooth, professional customer experience.

Course•By Brian Purcell

5.6 BUILDING ESTIMATE SPECIALTY SERVICE: Commercial Move

This course is designed to train Firehouse Movers call center staff on how to properly handle commercial move estimates and bookings. It covers gathering essential client information such as office size, packing needs, equipment details, and disassembly requirements. Trainees will learn how to identify when an onsite estimate is necessary, communicate limitations (e.g., no electrical work), and ensure filing cabinets and specialty equipment are prepped correctly. The course emphasizes accurate quoting, clear crew notes, valuation rules, and a professional customer experience from quote to booking. Staff will also master scheduling logistics, time estimates, and payment processing while ensuring all policies, such as cancellation fees and insurance eligibility, are followed. By course end, agents will be fully equipped to manage complex commercial moves efficiently and professionally.

Course•By Brian Purcell

5.7 BUILDING ESTIMATE SPECIALTY SERVICE: Third Party and Bill to Customers

This course provides Firehouse Movers call center staff with detailed procedures for handling third-party payments and “Bill To” customer accounts. It covers the distinctions between personal and commercial third-party billing, emphasizing the required documentation, contact setup, credit card authorization, and internal/crew note instructions. The course also guides staff through verifying and approving Bill To accounts, including insurance companies, restoration companies, and corporate clients like CB Jeni Homes. Staff will learn how to ensure compliance with invoicing requirements, confirm payment authorization forms, and manage credit card usage securely. By the end of the course, trainees will confidently manage complex billing arrangements, protect company policy, and deliver a seamless experience for both paying and non-paying customers.

Course•By Brian Purcell

5.8 BUILDING ESTIMATE SPECIALTY SERVICE: Scheduling Onsite Bid

This course provides comprehensive training on when and how to schedule onsite estimates for moves requiring in-person assessment. You'll learn which move types qualify for onsite bids, including commercial moves over 2,000 square feet, houses with 4,400 cubic feet or more, and long-distance moves beyond an hour from the warehouse. The course walks you through navigating SmartMoving’s Office Calendar, coordinating available time slots with the customer, and assigning the correct estimator. You’ll also learn to enter accurate scheduling notes, select the correct duration, and ensure both the customer and estimator are notified. Finally, you’ll be trained on how to set follow-ups and maintain contact with the customer post-bid. By the end, you’ll be confident in executing timely and accurate onsite bid scheduling that supports seamless coordination and strong customer service.

Course•By Brian Purcell

5.9 BUILDING ESTIMATE SPECIALTY SERVICE: Booking a 3rd Move

This course provides detailed training on how to correctly schedule and book a third move of the day, a time-sensitive slot reserved for smaller jobs and only approved by management. You’ll learn how to navigate the Dispatch screen in SmartMoving to check truck availability, confirm that no other third moves are scheduled, and obtain manager approval before proceeding. The course guides you through explaining the 1 PM–5 PM flexible arrival window to the customer and documenting key details in Internal, Crew, and Customer Notes. You'll also master selecting the correct booking slot labeled “3rd Move – Crew will give 30–45 min before arrival notice!” and understand the importance of sending the estimate immediately to confirm expectations. By the end, you’ll be equipped to manage third move bookings confidently while ensuring compliance, communication accuracy, and exceptional customer experience.

Course•By Brian Purcell

5.10 BUILDING ESTIMATE SPECIALTY SERVICE: Materials Only Estimate

This course provides step-by-step training on how to create accurate Materials Only estimates in SmartMoving. You’ll learn when to use this estimate type—specifically when a customer is purchasing supplies without booking a move—and how to properly duplicate an existing estimate while removing all move-related charges such as fuel, trip fee, and valuation. The course covers selecting the correct move size (“NO MOVE only Materials/Supplies/Uniforms”), setting the hourly rate to zero, and adding delivery fees if applicable. You'll also learn how to manage material pickups, when to charge customers based on their move date, and how to handle payments, including card convenience fees. By the end of this course, you’ll be confident in building clean, accurate materials-only quotes that align with Firehouse Movers’ policies and provide a smooth customer experience.

Course•By Brian Purcell

5.11 BUILDING ESTIMATE SPECIALTY SERVICE: LiveSwitch

This course trains you on how to effectively use LiveSwitch video calls to gather accurate visual information from customers for building precise estimates. You’ll learn how to properly send LiveSwitch invites, format contact names, and set follow-ups to ensure video submissions are received and reviewed on time. The training covers how to label internal notes, forward videos to the Estimator and Sales Manager with the correct subject line, and understand the deadlines for review based on time received. You’ll also learn the workflow between Concierge and Operations, including who contacts the customer with updated estimates. By the end of this course, you’ll be able to confidently manage the entire LiveSwitch process, from invite to final follow-up, ensuring accuracy and professionalism in every customer interaction.

Course•By Brian Purcell

5.12 BUILDING ESTIMATE SPECIALTY SERVICE: Local Move with LiveSwitch Script

This course provides comprehensive training on how to use the Local Move with LiveSwitch Script to qualify customers, gather essential move details, and send LiveSwitch video requests when needed. You'll learn how to properly identify when a LiveSwitch is required based on CuFT, specialty items, or unclear details, and how to format the customer’s contact name, send the invite, and log internal notes. The course also covers how to resume the standard local move script after sending the LiveSwitch, manage estimate updates once videos are reviewed, and communicate clearly with customers about next steps. By the end, you’ll be equipped to confidently handle local move estimates using LiveSwitch while ensuring accurate information, smooth scheduling, and excellent customer experience.

Course•By Brian Purcell

5.13 BUILDING ESTIMATE SPECIALTY SERVICE: Final Exam

This final exam assesses your knowledge of Firehouse Movers’ specialty services, including Pack and Move Same Day, Pack Day Plus Move Day, Storage Inbound (Vaults and PORTS), Scheduling Port Deliveries, and Storage Outbound. It also tests your understanding of Commercial Moves, Local Load or Unload estimates, Third Party and Bill To accounts, Scheduling Onsite Bids, and Booking a 3rd Move. You’ll answer questions on Materials Only Estimates, LiveSwitch use, and Local Move with LiveSwitch scripting. The exam includes a mix of multiple-choice and true/false questions to evaluate your ability to apply procedures, follow documentation standards, and make informed decisions. By completing this assessment, you demonstrate readiness to manage complex job types accurately, communicate clearly with customers, and ensure high-quality service across all departments.

Course•By Brian Purcell

6.0 BUILDING ESTIMATE ATTACHMENTS

This course bundle provides essential training on key estimating and documentation processes. You’ll learn how to write clear, accurate Customer Notes to ensure expectations are properly recorded. It covers when to use Onsite Estimates, LiveSwitch, or customer photos based on move size and complexity. You’ll also review the Quick Reference Packing guide to estimate materials and labor efficiently. The Whiteboard Estimate Overview simplifies the estimate-building process using a visual approach to calculate CuFT, labor, and equipment needs. Lastly, you’ll understand how to correctly add blankets and webbing for Load Only jobs using PODs or trucks, including customer-supplied materials and purchase options. These tools help you build accurate estimates, communicate clearly with customers, and follow Firehouse Movers’ standards for professional service.

Course•By Brian Purcell

7. AFTER-HOURS CONCIERGE TEAM

AFTER HOURS COVERAGE TEAM is a dedicated extension of Firehouse Movers, providing essential support and service coverage from 5:00 PM to 8:00 AM daily. This reliable team ensures that client needs are met outside regular business hours, including handling urgent calls, coordinating time-sensitive moves, managing schedule updates, and addressing emergencies. Trained to respond quickly and professionally, they serve as the vital link between our customers, moving crews, and management during evenings, nights, and early mornings. Whether it's a late-night concern or an early-morning adjustment, the After Hours Coverage Team works with precision, care, and a commitment to customer satisfaction. At Firehouse Movers, service doesn't end at closing time—we’re here around the clock to keep things moving smoothly.

Course•By Celinda Senstock