What is The New Flat Rate's Field Support ?
The New Flat Rate's Field Support team provides technicians with real-time pricing, technical, and sales guidance Monday through Friday from 8 AM to 5 PM Eastern, with extended evening and weekend support available through eligible membership packages.
The New Flat Rate's Field Support (Tech Support) team is dedicated to helping service technicians confidently use The New Flat Rate system in the field.
Our experienced support team provides guidance, answers questions, and helps technicians navigate real-world situations while using The New Flat Rate's pricing system and tools.
Whether you're preparing to present options to a homeowner, navigating the pricing system, or need assistance with a customer interaction, our Field Support team is here to help you succeed.
How Can Field Support Help?Our Field Support team assists technicians with:
- Pricing System Assistance: Help navigating The New Flat Rate pricing system, finding the appropriate tasks, and understanding pricing options.
- Customer Presentations: Guidance on presenting options clearly and confidently to homeowners.
- Sales & Communication Support: Coaching on customer conversations, handling objections, and communicating the value of recommended services.
- Technical System Questions: Assistance with using The New Flat Rate tools and understanding system functionality.
- Real-Time Field Guidance: Support when technicians encounter challenging situations or need additional guidance while working with customers.
Primary Support Hours
Monday – Friday: 8:00 AM – 5:00 PM Eastern Time
Primary Field Support is available during regular weekday business hours.
Extended Support Hours
For members with eligible support packages, extended Field Support is available during the following hours:
| Day | Extended Support Hours (Eastern Time) |
|---|---|
| Monday – Friday | 5:00 PM – 10:00 PM |
| Saturday | 8:00 AM – 10:00 PM |
| Sunday | 8:00 AM – 10:00 PM |
Important: Extended Field Support is included only with certain membership packages and may require an additional fee. Availability is determined by your company's specific membership agreement.
Is Extended Field Support Included in My Membership?Extended support availability varies by membership package. It is included With Silver, Gold and Platinum levels of the Million Dollar Academy.
If you're unsure whether your company has access to extended Field Support, please contact The New Flat Rate's Member Experience team to verify your benefits and discuss available options.
We're Here to Help You Succeed
At The New Flat Rate, we understand that technicians need answers and guidance when they're in the field. Our Field Support team is committed to helping you use the system effectively, communicate confidently with customers, and maximize every service opportunity.